Complaint·June 5, 2025

(continued form LIC9099) Further review of the written correspondence reveals that during a roundtable discussion with residents and the executive director, R1 specifically requested information from the executive director regarding the laundry service schedule. However, the executive director did not respond to inquiries regarding the laundry service during the roundtable discussion or give a personal response to R1. Based on interviews with residence and records review and written statements to CLLD, a preponderance of evidence exists supporting that Licensee staff did not respond to resident's communication requests . The allegation is, therefore, Substantiated. One (1) deficiency was cited per the California Code of Regulations, Title 22 (refer to the LIC 9099-D page). A Plan of Correction was jointly developed with the Licensee. An exit interview was conducted with Administrator Nora Garza, to whom a copy of this report, the LIC 9099-D page, and the Licensee/Appeal Rights (LIC9058 03/22) were provided. (continued from LIC9099) Page 2 of 3 It was alleged that the Licensee did not assist a resident with medication administration. More specifically,  Resident #2(R2)  wanted to smoke prescribed THC, and the facility refused to allow smoking on campus.  Records review reveals that R2 and  R2's responsible party were aware of the no-smoking policy before admission to the facility. A records review from the sales director's documentation confirmed that R2 was advised to seek other non-smoking methods of prescribed THC prior to moving to the facility.. It was further alleged that residents were charged for items never provided, and the Licensee did not provide an itemized statement for charges. More specifically, Resident #1(R1) financial advisor has not received an itemized bill for the non-medical charges paid to the facility by R1 account..  Written reports submitted by another Resident responsible party reveal the facility charged the resident services never provided.   Further information in the report states that after making a complaint to the facility regarding the services, the facility refunded the questionable charges without presenting an itemized statement.   Written reports by another family member reveal that some financial discrepancies were noted, including being charged for services not rendered. However, interviews and records could not provide additional evidence to support the allegation. It was further alleged that the Licensee did not meet the resident's transportation needs. More specifically, Resident #1 (R1) was promised open-ended transportation services provided by the facility.  Review of records, more specially the Villa Lorena Flyer- Services and Amenities state: Utilities: Weekly housekeeping and laundry services, maintenance, utilities, basic cable and internet, on staff driver up to 10 miles are all included in rent. A records review of an email from the sales office to a prospective resident as well as a folded advertised flyer state: Monday-Sunday transportation is available (Shopping days every Monday and doctor's appointments on Tuesday through Thursday). A review of records as well as the licensee printed material reveals that the Licensee does not provide open-ended transportation. (continued on LIC9099-C) (continued from LIC9099-C) page 3 of 3 It was further alleged that the Licensee's housekeeping services did not meet the resident's needs, and the Licensee did not meet the resident's dining needs. More specifically, R1 reports they have no idea who is in charge of doing their laundry or how it is to be collected or returned. R1 also reports that there is an increasing amount of prepackaged, pre-prepared food being served. A review of records reveals housekeeping was scheduled for service every Tuesday for R1. The menu collected by the department during the time of the allegations was reviewed, and it included a variety of choices, such as poultry, beef, seafood, salads, sandwiches, and other balanced, healthy options. Based on the Department's investigation, there is not a preponderance of evidence to prove the alleged violations occurred. Therefore, the allegation are unsubstantiated. An exit interview was conducted with Administrator Nora Garza to whom a copy of this report, and the Licensee/Appeal Rights (LIC 9058 03/22) will be provided at the conclusion of today's visit .