Complaint·May 27, 2021

Christina Hadley conducted an investigation into the factors surrounding the allegation mentioned above. Docments were reviewed and interviews were conducted. Although H&SC Section 1771.7(D)(2) requires that the provider biennially conduct a resident satisfaction survey, it does not detail the scope of the categories in which the survey should cover. Typically, the provider utilizes an outside vendor company to prepare the survey which captures items such as maintenance, buildings and grounds, communication, services rendered, etc, and that is what has been expected, but not necessarily required by statute. While this satisfaction survey conducted in 2019 did have more of a focus on the dining program, it also asked a variety of questions of the residents regarding their overall satisfaction with Casa, their sense of safety, their satisfaction with their needs being met, as well as if they would recommend the community to others.