complaint·April 23, 2026

The investigation revealed the following: Regarding the allegation, Licensee did not properly address the infestation in the facility, it was alleged that Resident #1 (R1) was experiencing bites on his back and arms from an unidentified type of bug in his room. LPA toured the facility during the initial inspection visit conducted on October 31, 2025, and no immediate health and safety threats were identified. LPA did not observe any bugs in R1’s room and R1 confirmed no bites were visible at the time. A record review revealed R1 reported bugs in their room on September 29, 2025 and staff responded to the room on the same date. Staff #1 (S1) stated the room was inspected but no bugs were found. S1 stated R1 showed them zip lock bags of what R1 indicated were bugs, however S1 stated they were actually earwax and lint. Pictures were taken and provided. LPA interviewed R1 who reported the facility fumigated the room and the bugs were gone but returned shortly after. Resident stated they collected a bug in a zip lock bag and then stated it was later disposed of, therefore LPA was unable to observe the reported evidence. On September 30, 2025, R1 submitted a second request for service and a record review of a Pest Flex vendor invoice revealed the room was fumigated on October 4, 2025. Regarding the allegation, Staff did not communicate with resident’s representative in a timely manner, it is alleged that the facility did not respond to calls made to the resident’s representative regarding bugs and bites until two weeks after initial contact attempts. During an interview with Witness #1 (W1), it was reported that calls were made to staff and not immediately returned, however no evidence was provided during the investigation. Four out of four staff denied the allegation, stating call requests are returned in a timely manner and a record of all maintenance service requests are documented via LifeLoop software. Regarding the allegation, Staff did not safeguard residents’ personal belongings, it is alleged that resident’s shirts went missing during the first year of their residency and have not been returned. Four out of four staff interviewed and one witness denied the allegation, stating the resident’s laundry is done off site by family and returned weekly. This was corroborated during an interview with R1 and Witness #2 (W2). A record review of R1's Resident Property & Valuables form revealed the document was blank with no items listed and no evidence of missing items was provided during the investigation. Based on the observations made, interviews which were conducted, and the records that were reviewed, although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur, therefore the above allegations are deemed UNSUBSTANTIATED. An exit interview was conducted, and a copy of this report was provided at exit.