complaint·May 1, 2025

Allegation: Staff did not allow resident in care to communicate with their family member. It is alleged resident (R1's) family member has attempted to contact the resident but has not been allowed to speak to R1 because staff are following a directive given to staff by the resident's authorized representative. The complaint alleges the resident recently moved in to the facility's memory care unit, and other family members were not aware of the move. Once another of R1's family member learned of the move, they allegedly called the facility requesting to speak to the resident, but the calls were not transferred. A total of seven (7) residents were interviewed, of which all denied the allegation. They stated that they receive phone calls from family without any issues. Resident (R1) stated they speak to family members on the phone. A total of six (6) staff were interviewed, of which all denied the allegation. Staff stated that R1's family member made a call to the facility on April 28, 2025, with the purpose of reporting that staff were not allowing the family member to speak to the resident. Only one (1) staff had knowledge of the supposed calls. The staff member stated last week there was one occasion in which a family member called the facility, and was told to call back because the memory care resident was taking a nap. Therefore, the family member was not able to speak to the resident at the time of the call. Per staff interviews, all residents have access to outside call ers. There are 2 communal phones in the memory care unit in which they may receive phone calls. In addition, the resident rooms have land line phone capability if families wish to open a public phone line. Administration staff stated that there are are instances where a call comes in for a memory care resident, but the resident(s) may be bathing, napping, eating, or having a behavior and the caller is asked to call back at a later time., but usually staff make an immediate effort to get the resident to the phone. All staff stated they have never prevented anyone from speaking to R1 or visiting the resident. Record review indicates R1 has a Durable Power of Attorney and there is no written document and/or restraining order in place that would prohibit staff from allowing any family member access to R1 telephonically or in-person. There is insufficient evidence to corroborate the allegation. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is Unsubstantiated . An exit interview was conducted and a copy of this report was discussed and provided to Executive Director Kimberly Sanchez.