complaint·September 17, 2024

Facility staff did not properly notify resident of rate increase: On 8/23/2024, LPA interviewed Executive Director (ED) Greg Becker. ED stated he/she starts to work for the facility at the end of January 2024. ED stated the previous management team issued a 60 day notice of rate increase to R1 in October 2023. ED stated the effective date of the rate increase is 1/1/2024. ED stated R1 claimed he/she did not receive the notice of rate increase and refused to pay. ED stated R1 still pays the old rate from 1/1/2024. ED stated the facility still provides the services without disruption. ED stated he/she cannot find the letter of rate increase sent to R1 in October 2023. ED stated the facility has made a decision to send R1 a new 60 day notice of rate increase and to take effective on 11/1/2024. ED stated the facility will waive the difference of the old rate and the new rate from January 2024 to October 2024. LPA interviewed Business Office Director (BOD). BOD stated he/she starts to work for the facility at the end of February 2024. BOD stated R1 talked to him/her about this issue around 2 months ago. BOD stated he/she checked R1's account and found R1 did not pay the increased rate, but just paid the old rate. BOD stated he/she was unable to find the letter of rate increase sent to R1 in October 2023. BOD stated he/she will waive R1's payment difference from January 2024 to October 2024. LPA interviewed resident R1. R1 stated he/she did not receive the notice of rate increase and he/she refused to pay the new rate. R1 stated he/she still receives the facility care and service without disruption. R1 stated he/she receives a 60 day notice of rate increase and the effective date of the new rate is 11/1/2024. R1 stated the facility will waive the difference between the old rate and the new rate from January 2024 to October 2024. R1 stated he/she agrees to pay the new rate starting 11/1/2024. Based on the review of R1' account ledger and documents, R1 did not pay the new rate since 1/1/2024. Based on the interviews, R1 receives the facility care and service as usual. LPA observed a copy of a new 60 day notice of rate increase dated 8/23/2024 with R1's signature. The Department has investigated the above allegation. Based on the investigation, records reviewed, and interviews, the Department found that the above allegations is UNFOUNDED, meaning that the allegation is false, could not have happened and/or is without a reasonable basis. No citation noted today. Exit interview was conducted with ED. A copy of the report was provided to ED. Page 2 of 2.