Complaint·March 2, 2026

certain people known to R1 tried to reach R1 via the facility’s landline telephone and the callers were told they needed to get the “okay” from a representative of R1. Interviews revealed and records reviewed indicated staff were provided a list of individuals who were not allowed contact with R1 physically and/or telephonically. Interviews and records reviewed further revealed that staff complied with the “no contact” directions, even after Long Term Care Ombudsman (LTCO) informed the Administrator of Resident’s Rights regarding visitations, telephonic contact, and taking residents on outings. Based on the interviews conducted and records reviewed, the allegation Staff do not ensure resident is allowed to have visits from family or friends is deemed Substantiated at this time. On the allegation, Staff do not allow resident to have access to a telephone: It has been alleged that facility staff “removed” R1’s personal phone leaving R1 telephone access only through the facility’s landline telephone and only with the assistance of facility staff, and staff “blocked” certain callers from the facility phone. Interviews conducted revealed staff followed direction from R1’s Medical Power of Attorney (POA) to screen calls and to only allow certain individuals to talk to R1. Interviews conducted revealed staff diverted R1's calls when individuals called for R1, staff directed the callers to contact R1’s POA hence the calls were diverted from R1. Interviews conducted and records reviewed revealed R1’s personal mobile telephone was taken away by staff at the request of R1’s POA. Interviews conducted further revealed R1 was convinced their phone was broken and needed to be repaired. R1 stated they were at times challenged with the mobile device but did not want their phone to be taken away from them. R1 further stated they finally relinquished their phone thinking it was for repair and asked for it back after two days; but staff did not return their phone for at least one week. Based on interviews conducted the allegation that Staff do not allow resident to have access to a telephone has been deemed Substantiated at this time. On the allegation, Staff take away resident’s personal belongings: It has been alleged that facility staff “removed” R1’s personal mobile telephone leaving R1 to only have telephone access through the facility landline and only with the assistance of staff. Interviews conducted and records reviewed revealed R1’s personal mobile telephone was taken away by staff at the request of R1’s POA. Interviews conducted further revealed R1 was convinced their phone was broken and needed to be repaired. R1 stated they were at times challenged with the mobile device but did not want their phone to be taken away from them. R1 further stated they finally relinquished their phone thinking it was for repair and asked for it back after two days; but staff did not return their phone for at least one week. Interviews conducted and records reviewed, staff admitted R1’s phone was taken away from R1 and placed in staff’s desk without R1’s knowledge. Interviews Please continue to 9099-C, Pg 3 conducted revealed staff stated R1 demonstrated signs of anxiety due to losing their phone and purse; reorganizes their closet and belongings several times a day; kept losing their phone wherein family said to take it away and they would come and get it; and R1 had eye issues and could not navigate the buttons causing R1 stress. Based on interviews conducted the allegation that Staff take away resident’s personal belongings is Substantiated at this time. LPA provided Provider Information Notification (PIN) PIN 25-04-ASC Updated Authority of Conservators and Agents under Powers of Attorney Related to Residents’ Rights. The following deficiencies were observed (see LIC 9099-D) and cited from the California Code of Regulations, Title 22 and California Health and Safety Code. Exit interview conducted. A copy of the report and appeal rights were issued at the time of the visit.