Complaint·August 3, 2023

R1’s Admission Agreement confirms the facility is to issue a pro-rated credit towards R1’s monthly care fees if the resident was absent from the facility for more than fourteen consecutive days. R1 was absent from the facility on April 17, 2023 – July 7, 2023, which would entitle R1 to receive a pro-rated credit for monthly care fees, not a refund. Administrator Farish verbally agreed to accommodate and provide a refund for R1. LPA found that the facility issued a refund check in R1's name; however, the individual handling R1's finances requested the check be made to their name, which delayed the refund process. LPA found that the individual handling R1’s finances was not listed as the Power of Attorney agent or responsible person for R1. LPA determined that the facility did not intentionally withhold R1’s refund and instead issued the refund to R1 directly rather than the person handling R1's finances. The individual handling R1's finances was provided the overnight FedEx tracking number for the check refund. Per the admission agreement, R1 was not entitled to a refund, only a pro-rated credit for monthly care fees. However, the facility provided a refund for R1 and added a $100.00 credit to R1’s account for any inconvenience. Based on interviews conducted and record review, the allegation that "Staff are not providing resident with a refund" was found to be Unsubstantiated. Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove that the alleged violations occurred. An exit interview was conducted, and a copy of this report was discussed and provided to Administrator Farish along with a Confidential Names List (LIC 811). *This is an amended version of the original report.