complaint·January 16, 2025

R4 stated that staff always knock on his door before they enter his bedroom. During the course of the interviews with staff, Staff 1 (S1) reported that the facility staff always provide the residents with privacy. Per S2 residents are given privacy. During the course of the investigation LPA reviewed documents including the Relias training transcripts for S1 through S6. Per Relias transcripts for S1 through S6, S1-S6 have completed training on Resident Rights in Assisted Living. Regarding the allegation that Residents are not accorded comfortable accommodations due to the use of air fresheners, the following was revealed: One of nine individuals interviewed confirmed the allegation. During the course of the interviews with residents, R3 reported that residents are accorded comfortable accommodations and stated that the air fresheners have a neutral smell. Per R4 the air fresheners make it smell better and stated that residents are accorded comfortable accommodations. During the course of the interviews with staff, S1 reported that no resident has complained about the air fresheners since she began working here. Per S2 the residents are being accorded comfortable accommodations since the air fresheners use natural essentials. LPA reviewed documents including the Aire-Master Scent Marketing and Odor Control. Per Aire-Master Scent Marketing and Odor Control under Scent Facts it states that the scents are made of a combination of natural and essential oils plus fine aromatics, no petroleum carriers or harsh propellants. Regarding the allegation that retaliation and/or punitive measures are taken against some residents, the following was revealed: Five of nine individuals interviewed denied the allegation. During the course of the interviews with residents, R2 reported that staff do not retaliate against the residents and stated that the caregivers are nice. Per R4 staff do not retaliate or take punitive measures against the residents and stated that staff do a good job. During the course of the investigation LPA reviewed documents including the Westminster Terrace, LLC Employee Handbook. Per Employee Handbook on Section 3 under conduct it states the following are examples of conduct that are prohibited and will not be tolerated: being threatening, intimidating, coercing…, rude, discourteous condensing, unprofessional or otherwise socially unacceptable behavior toward a resident. During the course the interviews with staff, S1 reported that the facility does not retaliate against the residents and stated that staff have a good relationship with the residents. CONTINUED ON LIC9099-C... Regarding the allegation that facility call system is not answered in a timely manner, the following was revealed: During the course of the investigation LPA reviewed documents including the Westminster Terrace call system past calls dated October 05, 2024 through October 10, 2024. Per call system past calls on average staff answer the call system between five minutes to 35 minutes. During the course of the interviews with residents, R2 stated that when she uses her call button that staff respond within 24 minutes. Per R4 he uses his call button all the time and reported that the average respond time is 30 minutes. During the initial visit on October 18, 2024 LPA tested the call system in random resident bedrooms. The average call system response time was between six to 25 minutes. Based on the information gathered during the investigation and review of documents obtained, LPA is unable to ascertain if the allegations occurred as reported due to conflicting information. Although the allegations may have happened or are valid, there is not a preponderance of the evidence to prove or refute the alleged violations occurred; therefore, these allegations are deemed UNSUBSTANTIATED. For today’s visit, there were no citations issued per Title 22, Division 6 of the California Code of Regulations. LPA conducted an exit interview with ED Galicia, and a copy of this report was provided to the facility.