complaint·November 19, 2025

LIC 9099-C Interview conducted with R3 revealed that facility is improving on responding to calls but during the day of LPA's visit, R3 called for assistance but staff was busy changing other residents in care so R3 had to wait for incontinence care. It was reported R3's last changing was the night prior at approximately 9:00 PM and did not receive assistance from staff for a new depend until approximately 3:00 PM. R3 reported that there are usually two caregivers working at the facility, not necessarily are staff ignoring residents' calls, but "they are doing the best they can, we all need help." R3 reported R3 has a prohibited health condition in the buttock area which is critical for incontinence care to be conducted in a timely manner but staff are sometimes not available. File review of R3's LIC 602 revealed no indication of dementia diagnosis, and is unable to care own toileting needs. Interview conducted with R4 revealed that R4 does not recall if staff responds to call lights in a timely manner. Interview conducted with R5 revealed that R5 is fine at the facility and "never needs help". Interview conducted with R6 revealed R6 does not have any information to share with the department at this time. Interview conducted with S1 revealed that residents are to use the call lights for whatever they need. If staff are busy with other residents in care, then staff does inform residents to wait until staff are available. Interview conducted with S2 revealed staff does not neglect residents in care, but there are multiple residents that requires incontinence care in bed and are bed bound so it takes a little longer to complete the task before moving onto the next individual. Based on the information obtained, the allegation is SUBSTANTIATED - A finding that the complaint is Substantiated means that the allegation is valid because the preponderance of the evidence standard has been met. The following allegation cited above is substantiated, please see LIC9099-D. Exit interview conducted and a copy of the report and appeal rights was provided.