Complaint·June 2, 2023

said something the Administrator did not find appropriate, and he verbally counseled the staff and spoke with the resident, and believes the matter is resolved. Administrator stated they believe some issues stem from phrases getting lost in translation or sound abrupt. Administrator stated they had a situation where S1 and Staff 2 (S2) had a conflict and spoke inappropriately to each other, but no residents were involved. LPA interviewed Director of Operations about the situation, and confirmed the situation was only between staff and he has not had any residents come to him about staff speaking inappropriately or making them feel uncomfortable. LPA interviewed S1, who denied witnessing staff speak inappropriately to residents, or in a rude or uncaring way to residents. S1 stated they have had meetings/trainings at the facility about how to treat residents, as the facility is the residents’ home and the staff work for them. S1 stated they try to maintain their professionalism but also feel that the residents are their family. LPA interviewed other staff who indicated S1 can be “short” with staff over the radio, or unhelpful by saying “I don’t know” when the staff say they need something but did not indicate S1 was inappropriate to residents. Ten residents interviewed indicated they were happy with the staff, had never experienced staff speaking inappropriately to residents, and staff had never embarrassed or scolded them. Multiple residents interviewed stated if they had witnessed this behavior from staff, they would feel comfortable speaking up directly or bringing it to someone’s attention such as the Administrator or Director of Operations. One resident interviewed indicated S1 is usually very nice but is sometimes “cranky,” while another resident described S1 as “aloof” and “all business.” Based on the evidence obtained, the allegation is Unsubstantiated at this time. Administrator stated shortly after LPA's visit on 4/26/2023, Administrator conducted an all-staff in-service training to remind staff of residents' personal rights and the expectations of interactions with residents by facility staff. Administrator further stated the focus of the in-service training was not only on what is said but also the tone in which a staff member may use. Exit interview conducted. No citations issued. Copy of report issued at the time of the visit.