complaint·December 1, 2023

Cont'd from LIC 9099.... LPA then interviewed Business Office Manager who informed LPA that R1 previously inquired on May 19, 2023, about an itemized list of charges and again last week. Business Office Manager states she discussed requested information directly to R1 on 05/19/23. Business Office Manager states she offered R1 documents detailing the Personal Service charges for the months in question, but R1 declined. During the complaint investigation visit, LPA witnessed a verbal exchange between R1 and Business Office Manager, in which R1 was provided a copy of R1's Personal Rate Increase account statement for the months of March 2023 thru May 2023. R1 indicated that he now understood the charges and that there was no discrepancy. R1 also indicated he did recall a conversation with the Business Office Manager in May 2023 in which she explained the charges and offered a printout of the charges to R1, but he declined a printout at that time. LPA requested and received pertinent documents that included a copies of R1 and R2's Admission Service Agreement, Physician's Report, Account History reports, and an itemized list of the last six months' Account History report of Personal Services charges for review. Business Office Manager contacted Corporate office Accounts Receivable to clarify the charges and provided a printout to LPA. LPA reviewed all documents. Documents received from Business Office Manager, did not show an increase in Personal Service Rates during the time period indicated by R1. Based on observation, interviews, and records review, the allegation of staff are overcharging resident in care and staff do not provide resident with an itemized list of charges, is UNFOUNDED. A finding that the complaint is unfounded means that the allegation is false, could not have happened, and/or is without a reasonable basis. An exit interview was conducted where a copy of this report was reviewed and provided to Celia Saldivar, Business Office Manager.