complaint·January 23, 2024

Reporting Party (RP) stated they tried multiple times to contact R1 via telephone and whenever RP called the facility requesting to speak to R1, a staff member would inform RP that Theus was not available and to call back later in the day when Theus is at the facility so they could speak to R1. Interview with R1 revealed if they requested a telephone to make or receive a phone call, staff would make a telephone accessible for R1. During LPA’s initial visit on 12/27/23, LPA observed a working telephone accessible to residents in each villa and a telephone available for use in the front office. LPA called the facility on 01/03/2024 and LPA spoke to Executive Director Diana Ramirez. LPA requested to speak to R1 and Ramirez informed LPA that R1 is bedridden and LPA would need to call Ramirez’s cellphone to communicate with R1. Ramirez gave LPA their cellphone number so R1 could have access to a telephone while in care. Therefore, based on interviews, record review, and observations, the allegation “Facility staff are not ensuring that resident has access to a phone while in care” has been deemed UNSUBSTANTIATED at this time. A finding that the allegation(s) are 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(s) occurred. An exit interview was conducted where a copy of this report was discussed and provided to Theus, along with a copy of LIC811-Confidential Names.