Complaint·January 25, 2024

9099C-1... Interview with (S1) on 1/25/24 confirmed that (S1) was on shift on 1/20/24 when (R1) received a phone call on the facility main phone line. (S1) stated that she answered the phone call and told (R1's) family member that she was not able to speak to (R1) due to events that transpired earlier that evening. (S1) stated that (R1) was very upset and confused by what the family member told (R1) about why she had to leave, and (R1) was agitated for hours, despite being given PRN medication for those symptoms. The Administrator was made aware of what had transpired from (S1) after she left the community at 4:30 pm. R1's family member stated another family member was visiting with (R1) on Monday, 1/22//24 when she called to speak to (R1), and (R1) was awake. (R1's) family member called the community to speak to (R1) again on Monday, 1/22/24, at approximately 8:43 pm. (S1) confirmed with LPA that she was on shift at this time and answered the phone call from (R1's) family member. (S1) also confirmed that (R1) had a visit with a different family member from approximately 7:00 pm- 7:45 pm, that night, and that visitor left following (R1) being administered bedtime medications by (S1), and when she began to fall asleep. (S1) stated she walked to (R1's) room while on the phone with (R1's) family member, and observed the lights to be out in (R1's) room and (R1) to be dozing off. Both the Administrator and Resident Care Coordinator confirmed that (R1's) spouse arrived at the community to visit with (R1) on Monday, 1/22/24 at 7:06 pm and stayed until approximately 7:45 pm, when (R1) began to fall asleep. LPA again discussed personal rights of (R1) and how each resident has the right to decide if they want to accept a phone call and how phone calls were not specifically mentioned in the recent visitation limitations placed on (R1's) family member who made both phone calls. The Administrator stated she has since confirmed that any in-person visitation restrictions will remain in place for (R1's) family member, and all residents will be given an opportunity to accept a phone call during regular business hours, from 9:00 am- 9:00 pm, provided the resident is awake and able to take the call. Although the facility believed they were acting in the best interest of (R1) and (R1) has a diagnosis of Dementia, she is not currently conserved and there is not a restraining order in place for the family member who called both times. Both calls were within the regular visitor hours, prior to 9:00 pm, but (R1) was not asked if she wanted to accept the call on 1/20/24, Saturday, when she was awake, but agitated. (R1) was asleep on 1/22/24, Monday, when the phone call was received. . As a result of this investigation, LPA finds allegation to be SUBSTANTIATED - A 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. Copy of report and appeal rights provided.