complaint·September 22, 2025

toured the resident’s (R1) apartment, upon entry LPA found R1 upset and crying in their bedroom due to pressing pendant for assistance and have not been checked on. LPA walked to the front desk of the facility and arrived at 11:00am. LPA observed on the receptionist computer that the call logs reflected R1’s pendant had been pressed at 10:29AM and had not been checked on. Record review for pendant call log reflected that for September 3, 2025, pendant call that time was pressed at 10:29am response time was 40 minutes and 40 seconds. Review of records from August 3, 2025, to September 11, 2025, pendant response time was anywhere from 1 minute 30 seconds to 95 minutes 39 seconds. During the course of the investigation, there was sufficient evidence to substantiate the allegation. The preponderance of evidence standard has been met; therefore, the above allegation is SUBSTANTIATED. See LIC9099-D for cited deficiencies per Title 22 Division 6 of the California Code of Regulations. An exit interview was conducted with facility representative and a copy of this LIC9099 and LIC9099-D, along with a copy of the appeal rights was left at the facility. and observed housekeeping staff cleaning resident apartments on various floors. An interview with staff stated that residents’ apartments are cleaned once a week and are on a weekly schedule. Records revealed that the facility has housekeeping schedules where residents’ apartments are listed on different dates and various of shifts. Resident interview revealed that their apartments do get cleaned as schedule, see staff clean blinds and clean that apartment thoroughly. They don’t always pick up every trinket and dust them, but apartments are cleaned and sanitized as they should once a week. It is alleged that staff are unable to communicate with residents due to a language barrier. Interview with 7 of 7 residents stated that they are able to communicate with staff and never have had an issue with staff not being able to understand their needs. Residents stated that even though they do not speak perfect English communication is not an issue. Interview with staff stated they have never gotten any complaints that resident have had any communication difficulty with the care staff. It is alleged that staff do not provide adequate laundry service. Interview with staff stated that laundry service for residents is scheduled once a week and residents are sent on a scheduled basis that reflect weekly. Per admissions agreement laundry service is on a weekly basis and if resident require further services it is reflected on appendix A. Per agreement facility provides basic laundry services of washing and folding clothes. Interview with 7 of 7 residents stated that their laundry is done once a week and they have never had issues with their laundry not being done. Residents stated that staff take their laundry and bring it back clean, at times care staff put away/hang their clothes and at times they forget to hang clothes. Record review revealed admissions agreement: page 2 section 2 Laundry: personal laundry assistance from the community's staff will be available. The community will provide laundry services for bed and bath linens and personal laundry on a weekly basis. Additional laundry services as needed or requested will be provided for an additional charge as set forth in Appendix A. Based on the information mentioned above, the Department is unable to ascertain if the allegation occurred as reported. Although the allegations may have happened or is valid, there is not a preponderance of evidence to prove or refute the alleged violation occurred; therefore, this allegations are deemed Unsubstantiated. An exit interview was conducted with the facility representative and a copy of this LIC9099 report was left at facility.