complaint·March 26, 2026

Staff reported problems with a temporarily non-functioning carpet cleaning machine, requiring manual cleaning efforts. Maintenance logs reviewed by LPA indicate that routine cleaning and upkeep of the facility, including carpets, are conducted on a weekly basis currently. The Maintenance Director (MD) Daniel Guerrero confirmed ongoing efforts to enhance record-keeping through electronic documentation with their corporate office. All staff interviewed emphasized the importance of maintaining a clean and sanitary environment and reported consistent efforts to uphold these standards despite high foot traffic and occasional staffing limitations. Additionally, 4 out of 7 residents interviewed stated that the facility is generally clean and that staff are making reasonable efforts to maintain sanitation. Therefore, although areas for improvement were identified, the preponderance of evidence does not support that staff failed to ensure the facility is clean and sanitary. It was alleged the facility is malodorous. The investigation revealed inconsistent accounts regarding odors within the facility. Two residents reported unpleasant odors, attributing them to carpets or bathrooms. However, most residents interviewed reported no persistent or concerning odors. Staff consistently denied the presence of ongoing odors and described prompt hygiene practices, including timely disposal of waste and incontinence products. One resident acknowledged that while incontinence among residents can occasionally contribute to temporary odors, staff respond promptly, minimizing any lasting impact. Based on LPA observations, staff interviews, and most of the resident feedback, there is insufficient evidence to conclude that the facility is malodorous. It was alleged that staff do not provide adequate food service. Although two residents expressed dissatisfaction with food service, citing delays, food temperature, and portion sizes, the majority of residents interviewed (5 out of 7) reported satisfaction with meal quality, portion sizes, and overall service. Residents noted that improvements have been made, including the ability to request additional servings and alternative meal options. (Complaint Investigation Report continued on LIC9099C) Staff interviews indicated that previous staffing shortages in the kitchen contributed to delays; however, these issues have since been resolved, and the kitchen is now adequately staffed. Staff reported accommodating residents by offering alternative food options if menu items are unavailable or preferred. While certain specialty items may have limited portions, residents are not denied food and are provided with substitutes when necessary. Given most positive resident feedback and staff explanations, there is insufficient evidence to support the allegation that food service is inadequate. While some concerns were identified, the facility has demonstrated ongoing efforts to address issues and maintain compliance with cleanliness, sanitation, and service standards. Based on interviews, observations, and records reviewed, there is insufficient evidence to support the allegations mentioned above and has been determined to be unsubstantiated meaning that although the allegations may have happened or is valid, there is not a preponderance of the evidence to prove that the alleged violations occurred No deficiencies cited at this time and an exit interview was conducted with the facility. A copy of the report was to provided to the facility.