complaint·July 7, 2021

Continued from 809 C. LPA reviewed R1's monthly billing statement addressed to R1 detailed credits and debits itemized to account for ongoing outstanding balance due forward, current fees, concessions of reduced rates, changes in level of care, payments received, and automatic payments not processed. Administrator stated they have gone over the bills with R1 multiple times as the system is complicated but all credits and debits match the charges due to the facility. R2's level of care changes requested by R1 created multiple debits and credits on the same billing statement. LPA observed the bill was challenging to understand but reviewed all charges to be accurate as credits and debits balance with the total of monthly charges and payments received as recorded on balance forward, most current statement, and the rates in the admission's agreement. Three Notices of Outstanding Balance due addressed to R1 and R2 were delivered with instructions for immediate payment, instructions for disputing balance, and final notice of previous attempts to collet a debt and request to make payment in full. No eviction notices were sent. LPA observed R1 paid overdue balance in full prior to today's date after final notice was delivered. Currently R1 has a credit for overpayment on most recent billing statement due for credits for R1 and Resident two (R2) moving. R2's required assistance with bathing and medications. LPA reviewed case notes no missed assistance with showering or medications documented. Interviews concluded R2 needs were meet according to R2's care plan and staff were staffed to provide the appropriate level of care. R2's level of care was changed at R1's request. It was determined in the course of the investigation based on the information provided through documentation and interview, the aforementioned allegations are unfounded. This agency has investigated the complaint alleging staff did not meet residents needs, staff did not give resident a copy of admissions agreement, staff did not itemized a list of fees on the admissions agreement, staff are overcharging resident, and staff is threatening resident. and we have found the allegations false. Per the California Code of Regulations, Title 22, Division 8, no deficiencies observed or cited. Exit interview held, copy of report given.