complaint·May 30, 2023

On 10/26/23 there was a second tray charge of $546. No refund was issued for the duplicate charge. Administrator stated there is a flat fee for tray service. Administrator issued a refund to R1 for the double charges on 4/24/23 for $987, after the initial complaint visit. Based on the information obtained, the allegation, Facility did not issue a correct refund is Substantiated. A Technical Violation is issued because the facility issued a refund. Exit Interview Conducted, copy of report, and appeal rights was issued via email and printed. Interviews with care staff revealed that they would check on (R1) every 2 hours but stated R1 was mostly independent and rarely needed assistance with incontinence care. LPA asked Wellness Director why staff continued to check on R1 even after incontinence care was removed from the care plan. Wellness Director stated that all new residents get Wellness Checks and Escort Service added to their plan free of charge for the first week. Wellness Director stated that the Wellness Checks and Escort Service were not removed until 11/23/22. LPA reviewed R1’s Physician’s Report dated 5/9/22 which states resident has bowel and bladder impairment, and notes say “incontinence/Depends”. “Able to care for own toileting need” is not checked yes or no, but under notes states: “may need assist with transfer.” LPA reviewed facility invoices and observed R1 was charged full price ($450) for incontinence care for June and July 2022 but was later refunded and only charged a total of $285 for the dates between 6/6/22 and 6/23/22. LPA also observed R1 was charged $90 in June and $300 in July for shower assistance but later refunded and only charged a total of $10. Due to the needs listed on the physician’s report, the facility charged R1 for the assistance given between 6/6/22-6/23/22 while determining the resident’s real needs. The facility stopped charging for services not needed and refunded a proportional amount to R1. Based on the information obtained, the allegation, Facility charged resident for services not needed, is unsubstantiated at this time. Exit interview conducted, copy of report was printed and emailed.