complaint·May 16, 2025

Based on conversations with 5 staff members (S1-S5), there was a process in place for mail for the memory care residents as they did not have mailboxes on the main level. This LPA was told that their mail was dropped off at the reception desk where it was sorted and then the medication technicians (MedTechs) on the send floor were notified to pick it up. They would then deliver the mail to the individual residents in the memory care community. If the resident had a conservator, there was a special area in the locked medication room where this mail was labeled and stored. The MedTechs would then call the conservator to alert them that mail had arrived for the resident and then the conservator would be asked to come and pick it up. If there was no response to their call or messages, the MedTech would text the conservator, and then document with post it notes the dates when their contact attempts were made. LPA asked the Director of Care what process was in place if they could not reach a conservator in a timely manner. LPA was told that there was a number they could call that for the Conservator of the Day that would assist them. In this particular case, this LPA learned through personal observations, that residents' mail, not just the items that were the responsibility of the conservator (i.e. medical and/or financial) were stored in the medication room. LPA observed personal letters and cards from April 2025, in a sorting container on top of a cabinet. The sorter was labeled, "Residents Mail for POA." Through interviews, this LPA learned that staff (S3) had withheld all mail because they thought that legally they had to give it directly to the conservator. LPA explained to S3 that was a violation of the resident's personal rights and that their personal mail should have been delivered to them directly. The allegation: Facility not allowing residents to get mail, was SUBSTANTIATED and this deficiency was cited on the LIC 9099D page. According to the California Code of Regulations, Title 22, no other deficiencies were observed or cited during today's visit. ED stated that a training has been scheduled for the medication technicians in memory care next week on what mail to deliver, and what to hold for a residents' responsible parties. A copy of this report was provided along with APPEAL RIGHTS and an exit interview was conducted.