complaint·June 18, 2025

Allegation: Facility did not issue a refund It is alleged that a Resident #1 (R1) has not received a refund for over $1000 after moving out. R1 had notified facility 30 days and did not receive the refund to this date. Based on observation, LPA verified that R1 no longer resides at the facility via the Resident Roster dated June 16, 2025. R1 moved out on May 24, 2025. Based on record review, the Admission Agreement dated April 12, 2025, states “the total monthly rate will be prorated/refunded upon the resident’s admission or departure from the facility during the month provided the resident has given an appropriate 30-day notice in writing to vacate.” LPA Kim conducted three staff interviews. One out of the three staff interviews confirmed that the refund was not issued to the resident while a second staff confirmed receiving a text notification that R1 would move out on May 24, 2025. Per review of the billing invoice shows the resident paid for the month of May, but an invoice for the refund was not issued, which corroborates the allegation. Therefore, based on LPA's observations, interviews, and the records reviewed, the preponderance of evidence standard has been met, therefore the following allegation: Facility did not issue a refund is deemed SUBSTANTIATED as per the California Code of Regulations, Title 22, Division 6, Chapter 8. A deficiency is being cited on the attached LIC9099D. Exit interview was conducted, and a copy of the report, LIC9099D, LIC811, and the appeal rights were provided to Administrator Joanna Gomez Allegation: Facility staff are unable to communicate with residents due to language barrier. It is alleged a staff member does not speak English and are unable to communicate or understand resident. Based on observations, LPA Kim observed staff speak English to the residents. When any resident requested water or going to the bathroom, staff promptly responded in English and assisted each of the residents. Based on interviews conducted, three out of three staff and two out of six residents denied the allegation. Four out of six residents could not confirm or deny the allegation because they were not available to be interviewed at the time of visit. S1 stated all nighttime staff speak English and communicate with residents in English. S3 stated they understand and respond to the resident’s needs accordingly. All residents stated that all staff for all shifts speak English, and the staff understands and helps with all their needs. Therefore, based on interviews and observation, LPA did not find sufficient evidence to support the allegation, Facility staff are unable to communicate with residents due to language barrier. 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. Exit interview was conducted and a copy of the report including the LIC811 were provided to Administrator Joanna Gomez.