complaint·August 12, 2022

***Facility not answering phones in a timely manner.*** 8 residents were interviewed. Majority of the residents who were interviewed were not able to communicate with LPAs due to diagnosis of Dementia and/or refused. Some residents interviewed stated that their loved ones are always able to call and get through to them. Administrator stated that if no one is at the front desk, the Med Techs have phones so they can answer during after-hours. LPA called the facility at various times and days and found staff to answer the phone. 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 . ***Staff not communicating with authorized representative.*** LPA interviewed staff members who confirmed that they make themselves available to communicate with authorized representatives when needed. Staff stated that some conversations are documented in resident’s files depending on the information provided on the call. 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 . ***Staffing not sufficient to meet resident needs.*** 8 residents were interviewed. Majority of the residents who were interviewed were not able to communicate with LPAs due to diagnosis of Dementia and/or refused. Some residents stated in interviews that when they need assistance, staff are available to assist them. Residents did not indicate there is an issue with staffing. 6 staff members were interviewed. Staff interviews indicated that the facility can use more staffing, but staff are still able to meet all the needs of the residents in care. Staff stated that sometimes staff call off, but management will bring in a substitute. Administrator stated that the facility utilizes an outside staffing agency and staff work overtime to meet the needs of the residents in care. This agency has investigated the complaint alleging (staffing not sufficient to meet residents needs). We have found the complaint was UNFOUNDED , meaning that the allegation is false, could not have happened, and/or is without a reasonable basis. Exit interview was conducted with Service Coordinator and a copy of this report was provided to the facility. The signature of the Service Coordinator on these forms acknowledges receipt of these documents.