complaint·October 2, 2025

Licensing Program Analyst (LPA) Magda Malcore conducted an unannounced complaint visit to the facility. LPA met with Caregiver, Danica Reyes, and informed the purpose of the visit. Licensee/Administrator Caroline Armstrong was informed of the visit by telephone. The investigation consisted of LPA observations and interviews the Licensee/Administrator, staff, and residents. Regarding the allegation, staff denied Ombudsman entry into the facility, interview with the Licensee/Administrator reveals that staff did not know who the Ombudsman was. Staff were to busy to verify the identity of the Ombudsman to grant them entry. Based on the Department's investigation, the allegation above is Substantiated. A finding that the complaint is Substantiated means that the allegation(s) is valid because the preponderance of the evidence standard has been met. An exit interview was conducted where this report was discussed and a copy was provided with appeal rights to Caregiver Reyes at the conclusion of the visit.