complaint·June 22, 2025

INVESTIGATION REVEALED THE FOLLOWING: Allegation: Staff are not assisting resident with their care needs. It is alleged that staff are not assisting Resident #1 (R1) with care needs. (R1) is visually impaired and struggles with making appointments and follow-ups for outpatient treatments. (R1) needs assistance but cannot afford this service. No further information is available on this matter. A review of Resident #1's (R1) Residency Agreement (dated 01/18/23) shows that (R1) was admitted to Atria Hacienda on February 04, 2023. Additionally, an examination of the Identification and Emergency Information document (dated 05/02/23) reveals that a power of attorney is designated to manage financial matters, care payments, and legal affairs on behalf of (R1). On November 06, 2023, between 09:45 AM and 11:58 AM, the Department interviewed a resident member identified as Resident #1 (R1). (R1) expressed concerns about challenges in making outpatient treatment appointments. (R1) mentioned that long call waits, scheduling issues, and staff shortages necessitated leaving messages. (R1) noted that a part-time private care staff member provides additional assistance with this task. On June 21, 2025, between 11:45 AM and 12:15 PM, the Department conducted a supplemental interview with Resident #1 (R1). (R1) expressed that the staff is attentive and responsive and treats (R1) well. (R1) mentioned that (R1)'s Care Plan designates a Care Level 1, which includes escort services due to (R1)'s visual impairment. (R1) confirmed having a private care staff member who comes once a week for four hours to assist with tasks involving reading emails, shopping online, and scheduling appointments with health professionals. (R1) stated that (R1) prefers to remain independent and will make medical appointments with the primary care providers. (R1) can complete this duty using a Braille calendar. (R1) stated that although (R1) prefers to schedule appointments with health providers, the facility care staff will assist with this task if (R1) needs assistance. On June 21, 2025, between 10:20 AM and 01:29 PM, the Department interviewed resident members identified as Resident #2 through Resident #10 (R2-R10). (R2-R10) resident members claimed to have no concerns or issues with their care needs. (Evaluation Report continues LIC 9099-C) Seven (7) out of the nine (9) residents member claimed to handle their own health appointments. (R2-R10) stated that facility care staff could assist if needed with this task. On November 06, 2023, and June 21, 2025, between 09:45 AM to 4:59 PM, the Department interviewed staff members identified as Staff #1 through Staff #5 (S1-S5). Five (5) out of the five (5) staff members could not corroborate this claim. (S1-S5) reported that (R1) is independent and did not need help with medical appointments, only requiring minimal assistance like escort services. (S1) stated that the care staff was unaware of (R1)’s situation and would have gladly assisted if they had known as they understood (R1)’s limitations. On June 22, 2025, between 8:00 AM to 8:18 AM, the Department interviewed witness member identified as (R1)’s power of attorney as Witness #1 (W1). (W1) asserted that (R1) is independent, noting that (R1) is visually impaired, however can independently schedule health appointments. (W1) expressed confidence that the facility care staff provided adequate care and supervision with no concerns. As a result of record reviews of (R1)’s Physician’s Report LIC 624A (dated 01/23/23), Preplacement Appraisal LIC 603 (dated 01/29/23), Resident Functional Needs Service Plan (dated 02/04/23) verified that (R1) requires only escort services and is self-care independently. (R1) did not need special medical attention or incidental health and medical care assistance. A further review of facility Personnel Report LIC 500 (dated 11/06/23 and 06/13/25) revealed no shortage of care staff for AM, PM, and NOC shifts to assist with resident’s care needs. Based on the information gathered, there is insufficient evidence to support the allegation mentioned above. Based on the information collected from the facility inspection, observations, interviews, and records analysis, the Department found no evidence to support the above allegation. The allegation may have happened or is valid, but there is not a preponderance of the evidence to prove that the alleged violation occurred. Therefore, the allegation is Unsubstantiated . An exit interview conducted with Resident Service Director Stephanie Roldan and copies of the report provided.