complaint·August 12, 2024

Interviews with staff and outside sources revealed that sometime in March 2024, Applicant 1 (A1) expressed interest in moving in to the facility and paid the facility a $2,000 pre-admission deposit to hold a spot at the facility. [Executive Director was provided with an LIC811 Confidential Names List to identify A1.] Interviews with outside sources revealed that sometime in April 2024, A1 decided not to move into the facility and requested a refund of the pre-admission deposit via telephone. Interviews with staff revealed that the pre-admission deposit is fully refundable prior to move in and individuals must request a refund in writing using a facility provided form. Interviews with staff revealed that facility staff had difficulty getting in contact with A1 to complete the paperwork, partially due to A1 living at another licensed facility. Staff stated during interviews that the facility mailed the refund paperwork to A1 on least two occasions with no response. Staff also stated that they reached out to the staff at the facility A1 was residing at and requested assistance to have A1 complete the refund paperwork with no response. Interviews with staff and outside sources revealed that sometime in May 2024, a staff member from the facility's sales department met with A1 in person to complete the refund paperwork. Review of the refund request forms for A1 revealed that the paperwork to refund for A1's pre-admission deposit was completed on 5/9/2024 and 5/22/2024. Review of an email to the facility's external billing department revealed that the facility submitted A1's refund paperwork to be processed on 6/5/2024. Staff and outside sources confirmed during interviews that staff did not complete a formal care assessment for A1 and A1 never took possession of an apartment at the facility. Review of A1's ledger report generated on 8/12/2024 revealed that A1 has not been issued a refund for the pre-admission deposit totalling $2,000. The Department has investigated the above-mentioned allegation and based on interviews and records review, the preponderance of the evidence has been met, therefore, this allegation is deemed substantiated. The following deficiency is cited per CA Code of Regulations Title 22 and noted on the attached LIC9099-D page. An exit interview was conducted with Executive Director Melon Rivera, whose signature below confirms receipt of a copy of this report, the LIC811, and the Licensee Appeal Rights (LIC9058 3/22).