complaint·December 28, 2023

9099C-1... (R1's) family member stated to LPA on 12/28/23 that she arrived at the facility on Sunday, 12/24/23 at approximately 9:30 pm to visit (R1). This family member stated she heard (R1) screaming upon her arrival to the community and was informed by (R1) that her neck hurt, and she needed pain medication. This family member stated staff then contacted the Resident Care Coordinator by phone at least twice, between 9:30-10:00 pm, and when the RCC did not answer the call, she reached out to the Administrator, by text message. Resident Care Coordinator showed LPA her missed phone calls from 12/24/23. At 11:06 pm, she received a missed call from the Administrator; at 11:11 pm, she received a missed call from (R1's) family member; and at 11:12 pm and 11:13 pm, she received missed calls (2) from care staff, Gertrude. RCC stated she responded at 11:15 pm to staff on duty, but did not receive a response so immediately followed up with the Administrator. LPA reviewed text messages received by the Administrator, at 10:54 pm on 12/24/23, where (R1's) family member states she just arrived at the facility and (R1) indicated "she's hurting all over...and she's not able to sleep... needs Tylenol and maybe another Trazadone". The Administrator stated to LPA she had just missed (R1's) call that night and when she went to check the missed call, she saw the text messages received just prior to the call. LPA reviewed the text message sent from the Administrator to (R1's) family indicating she or the RCC would be at the facility shortly to administer Tylenol since there was an error with the order for Trazadone. Administrator stated to LPA she arrived at the facility at 11:50 pm that night and administered Tylenol to (R1). The Administrator confirmed that following recent changes to the medication room, there was not a Med-Tech staff or other staff on duty, on 12/24/23, at 10:54 pm, who was able to administer the pain medication to (R1) when requested, until she arrived at the community at approximately 11:50 pm, or an hour later. Based on information obtained, LPA finds the allegation to be SUBSTANTIATED- finding that the complaint is Substantiated means that the allegation is valid because the preponderance of the evidence standard has been met. Per California Code of Regulations, Title 22, Division 6, Chapter 8, the following (1) citation is issued on the 9099-D page. Exit interview with the Resident Care Coordinator. This finding was discussed with the Administrator earlier during the inspection. Copy of report provided to the facility.