Complaint·February 12, 2024

Resident interviews did not corroborate the allegation, residents stated that staff were very gentle and respectful when assisting with their needs. Outside source interview did not corroborate the allegation, providing observations counter to the allegation and informing that staff provided good care to residents. No outside sources verbalized concern regarding resident care at the facility. No records were found to support the allegation. During three (3) unannounced facility visits, LPA directly observed residents being provided care by staff; LPA did not observe any staff member make physical contact with a resident in a way that was unwelcome or harmful. Regarding the allegation, "Staff did not treat resident(s) with dignity", it was alleged that two staff (S1, S5) yelled at and/or spoke disrespectfully to three (3) residents (R1, R2, R6). Interviews with staff revealed that while dynamic issues existed between specific residents and staff, no observations were made regarding staff members speaking rudely to residents or not honoring their dignity. Staff interviews further revealed that the incidents in question were internally investigated by management and did not result in staff being at fault for lack of dignity. Management informed that their investigations revealed lapses in communication, language barriers, and unreasonable/unrealistic expectations by residents. Resident interviews confirmed the staff information of specific dynamic issues, but did not corroborate the allegation; residents stated that staff were respectful and nice when speaking to them. The investigation revealed that the situations in question were related to residents requesting staff to perform duties outside of their job description and being declined. Outside sources interviewed did not corroborate the allegation, advising no concerns with staff treatment of residents. An outside agency investigation for this claim was conducted and resulted in no evidence that the allegation was valid. No records were found to support the allegation. During three (3) unannounced facility visits, LPA directly observed residents receiving assistance from staff, including the staff in question. No observations were made regarding staff speaking to residents in an undignified manner. Based on interviews, direct LPA observations and records review, the investigation did not yield sufficient evidence to conclude that staff handled resident(s) in a rough manner, or that staff did not treat resident(s) with dignity. Based upon the foregoing, the allegations are unsubstantiated. This finding means that although the allegation may have happened or may be valid, there is not a preponderance of the evidence to prove that the alleged violations occurred. An exit interview was conducted with Executive Director Julia Lopez, to whom a copy of this report and the Licensee/Appeal Rights (LIC9058 03/22) were provided.