Complaint·March 11, 2026

Administrator emphasized that staff assist residents in gaining access to support services as outlined in the Admission Agreement signed by each resident. Interview with R1 indicated that they independently arrange their own healthcare services and stated that staff will provide assistance when requested. R1 acknowledged having a visual impairment, however, reported that they are able to operate both their personal cellphone and the facility phone, as well as make their own healthcare appointments. Interviews with two out of two residents corroborated the statements made by the Administrator and R1 that they independently make healthcare appointments. R2 reported that they independently schedule their own healthcare appointments and that staff assist by maintaining a calendar with reminders for them. R3 reported that they independently make one phone call to their medical provider and can get their healthcare set up. Interviews with two out of two staff indicated that they have assisted residents by making telephone calls for healthcare purposes and acknowledged reading medical letters for residents upon request. A review of records, including R1’s Admission Agreement, showed that the facility is responsible for assisting residents in gaining access to supportive services, which may include medical, dental, and other healthcare services. The agreement supports statements made by the Administrator that staff provide assistance when requested; however, healthcare services are primarily arranged independently by residents or their responsible parties. A review of R1’s medical assessment revealed R1 is capable of communicating needs, able to manage their own cash resources and able to store their own medications, supporting statements of independence. Based on interviews and record reviews the allegation that staff is not providing healthcare assistance has been deemed UNSUBSTANTIATED. A finding that the allegation is unsubstantiated means that although the allegation may have happened or is valid, there is not a preponderance of the evidence to prove that the alleged violation occurred. An exit interview was conducted. A copy of this report was provided to Administrator Jamie Teng.