Complaint·May 27, 2021

9099C(1)..Allegation: A resident is being overcharged fees for services: Complaint alleges that resident is being charged an additional $500.00 monthly that what was agreed upon. LPA reviewed resident's Admission Agreement which states the monthly rent amount was effective 9/8/2020. Interview with resident's POA, who assisted in paying resident's bills, confirmed that the monthly rent charged was consistent with the amount stated in the admission agreement. Ombudsman's investigation showed that the facility is not overcharging resident and resident is being per the admission agreement. House Manager indicated that resident was actually not charged for specialty food items that are normally billed. Resident (R1) stated that she initially paid $500.00 less than the amount stated in the Admission Agreement. House Manager confirmed that is not correct information. Based on information obtained, LPA finds the allegation to be UNFOUNDED- Allegation: Staff have injured a resident while providing care. Complaint alleges staff is rough with resident, slam her walker and the shower head dropped on resident due to staff being rough. All staff interviews indicated that resident has not fallen or been injured by staff. Staff stated that resident uses a walker and had some bruises on her lower left leg from the way she uses the walker. Resident's POA indicated that the facility staff has treated resident very well and is not aware of any resident being handled roughly. Resident's family member stated that the shower head did hit resident but it was an accident and no injuries were incurred. All residents interviewed indicated that staff treats them very well and have never witnessed any residents to be mistreated by staff. Resident (R1) stated the shower head previously hit her head and then it was repaired by the facility. Resident (R1) stated she has bruises on her legs from the wheelchair she uses. House Manager stated the shower head was never broken to her knowledge. Based on information obtained, LPA finds the allegation to be UNFOUNDED- Allegation: Staff have denied resident access to personal belongings. Complaint alleges that facility staff have taken resident's phone away. All staff interviews and interview with resident's POA indicated that staff did not take resident's phone away but resident's family member did, temporarily, after resident was making numerous non-emergency phone calls to 9-1-1. Resident was given a replacement cell phone by her family shortly after the first cell phone was taken away. Ombudsman indicated that resident stated to him that her family had taken the cell phone away since she had called 9-1-1- twice the night before. Resident (R1) stated that staff took her cell phone and wouldn't let her use it. Based on in formation obtained, LPA finds the allegation to be UNFOUNDED- cont on 9099C(2).. Allegation: Staff did not treat resident with dignity and respect. Complaint alleges that facility staff are rude with resident. All interviews with staff and resident's POA indicated that staff always treats resident (R1) with dignity and respect and they have never observed any other resident to be treated without dignity and respect. Additionally, (3) residents interviewed indicated that staff has always treated them with dignity and respect, provides the care they need and have never witnessed any resident being treated disrespectfully by any staff. Resident (R1) stated that staff is not always respectful to her and do not have a good bedside manner some of the time. Resident did not want to state which staff but stated they were not currently at the facility. Based on information obtained, LPA finds the allegation to be UNFOUNDED- Based on information obtained, LPA finds the above (4) allegations to be UNFOUNDED- meaning the allegation is false, could not have happened and/or is without a reasonable basis. Exit interview with Eva Bogomaz since House Manager had to leave facility at 4:45 pm for an appointment. Copy of report provided to facility.