complaint·February 21, 2025

Allegation #2 – Staff do not provide adequate transportation for the residents scheduled appointments. Interviews with residents revealed that the facility bus has been out of service since mid-October 2024. Facility staff offered to reimburse any ride share or taxi invoices if submitted to the office, however information obtained through interviews revealed the residents did not know how. Residents who were not able to use ride share program or taxi service relied on their friends and family for transportation. 4 out 5 residents interviewed stated that they had to seek help from friends or family for transportation needs. Allegation #3 – Staff do not timely repair the facility vehicle. An interview with the executive director revealed that the facility bus had been out of service for 2 months. LPA obtained a repair estimate for the facility bus from the executive director. Executive director was waiting for corporate headquarter to approve the bus repair. Allegation #4 - Staff do not ensure the resident laundry needs are being met. LPA conducted review of admission agreement and confirmed the laundry service was included in the basic services provided. LPA’s interviews with residents revealed 2 out of 5 residents interviewed stated that their laundry service was skipped for one week when the laundry staff was on vacation in December 2024. Interviews with 4 staff members confirmed the laundry staff was on vacation in during that time period. Staff also stated any housekeeper would have taken care of the laundry upon request. LPA verified the laundry schedule which staff did not follow for all residents. LPA confirmed the facility did not implement an alternative laundry schedule to ensure residents laundry was done. Based on records review, client interviews, and staff interviews, above allegations are Substantiated. A finding that the complaint is SUBSTANTIATED means that the allegation is valid because the preponderance of the evidence standard has been met. An exit interview was conducted where a copy of this report was provided, along with a copy of LIC9099C, LIC9099D, and Appeal Rights were provided. Allegation #2 – Staff do not provide adequate care and supervision. LPA conducted review of the facility staff schedule and learned there are 6 cottages, each cottage has 2 care staff members assigned for every shift. 4 staff members interviewed expressed that there is adequate staff coverage. 4 out of 5 residents interviewed expressed that they are satisfied with the services provided and staff’s response time when call buttons were pressed. Allegation #3 – Facility does not have sufficient staff. LPA conducted review of the facility staff schedule and learned there are 6 cottages, each cottage has 2 care staff members assigned for every shift. 4 staff members interviewed expressed that there is adequate staff coverage. 4 out of 5 residents interviewed expressed that they are satisfied with the services provided and staff’s response time when call buttons were pressed. Based on records review, resident interviews, and staff interviews, this allegation is Unsubstantiated. A finding that the complaint is UNSUBSTANTIATED means the allegation may have happened or is valid, but there is not a preponderance of the evidence to prove that the alleged violation occurred. An exit interview was conducted where a copy of this report was provided.