complaint·October 19, 2023

It was learned that (R1) was provided an account summary using a login portal. However, per healthy and safety code section 1569.884(b) (R1) is not receiving a monthly statement itemizing all separate charges incurred by the resident. It was also learned that (R1) request guest meal receipts to cross reference to (R1) invoice statement to itemized (R1) guest meal charges. Moreover, it was also learned that on 07/15/2023 (R1) was charged $15.00 for another resident guest meal and then the facility reversed the charges on 08/09/2023. As a result, this allegation is SUBSTANTIATED. A finding that the complaint is substantiated means that the allegations are valid because the preponderance of the standard has been met. Deficiencies cited on the LIC 9099-D, per Title 22 Regulations. An exit interview was conducted with and a copy of this LIC 9099, LIC 9099-D page and appeal rights provided to facility. It was also learned from administrator Luis Olivas that (R1) invoice statement was emailed to (R1) responsible party per (R1) request. The investigation also revealed that the facility uses “Realpage” to manage resident invoices and the portal only can hold one email. On 08/29/2023, It was learned that the facility made the changes to (R1) portal to have statements sent to (R1) instead. Based on LPA Lee observation on 09/14/2023, it was confirmed that (R1) invoices delivery will be emailed to (R1) instead. Moreover, per administrator, Luis Olivas (R1) monthly invoice will be emailed to (R1) responsible party through Outlook. LPA Lee also interviewed 9 out of 10 residents who stated they have no concern with their financial statements. Based on information provided through interviews and records reviewed, the allegation is deemed UNSUBSTANTIATED although the allegation may have happened or is valid, there is not a preponderance of the evidence to prove that the alleged violation staff is not providing a resident with a copy of financial statements.