complaint·August 16, 2024

POA1 stated to have visited the facility on 05/20/2023 and requested R1’s records, but did not receive them. POA1 sent an email to staff S1 on 06/09/2023 stating to have visited the facility on 05/20/2023 and one two other later visits and had not been given R1’s records. The Department received a copy of the letter POA1 sent to the facility requesting R1’s records on 06/21/2023. POA1 provided the Department a copy of a screenshot of a text message from facility (ADM1) dated 06/26/2023 stating that ADM1 received POA1’s letter. The Department obtained a photograph of the mail package label addressed to POA1 from the facility address. The mail package label states the package was sent via Priority Mail on 07/17/2023 and arrived on 07/19/2023. During interview on 07/20/2023, POA1 stated to have received R1’s records via mail on 07/20/2023. Regarding the allegation of Staff did not follow resident's care plan, POA1 reported that facility wasn't able to get R1 ready for a doctor’s appointment and no one had been there and R1 was still in a robe and no one had taken care of R1. The Department obtained a copy of R1’s Residency Agreement. The Basic Services section of the Residency Agreement states, “A. BASIC SERVICES. “In order to provide you with care, supervision and assistance with instrumental activities of daily living in order to meet your needs, we will provide you with the following Basic Services … Transportation – We will make available scheduled transportation services as set forth in the Addendum to the Residency Agreement…Assistance with Access to Outside Services – Community will assist you with arranging needed appointments with professionals offering medical, dental, and other health care services.” R1‘s Personal Service Plan states R1 has a preferred AM wake and care times of between 7:30 AM and 8:30 AM and R1 needs assistance with sicks and leg wraps, with AM/PM dressing and undressing, and with back brace. Page 2 of 3 The Department obtained a copy of an email sent from ADM1 to POA1 on 05/13/2023. In the email, ADM states, “There was a hiccup one day that caregiver did not get R1 ready in time for R1’s appointment.” Regarding the allegation of staff did not give resident sufficient notice of rate and services increases. POA1 stated that R1 was charged an extra $3300. They said they did an assessment and said with the extra assistance R1 needed with showering and getting dressed, they were going to charge $3300. Based on records review, R1s resident agreement states that, on page 7-8, Rate Changes, "We will provide (60) days written notice of any change in the rates for Basic Services, Personal Services, Select Services, Therapeutic Services or any other fees listed in this agreement. Additionally, we may offer or require a change in the Personal Service Plan when we determine additional services are requested or required. When such a change in services occurs and alters your Personal Service Plan, the associated fees as referenced notice of change in Exhibit A and detailed in Exhibit Z, will be charged to you immediately after written notice of change in services is provided. According to POA1, there was no written notice provided before the increase was applied. Therefore, based on interviews and records review and information collected, the above allegations are determined to be SUBSTANTIATED. Deficiencies of the California Code of Regulations, Title, 22 cited on the LIC9099-D. Failure to correct the deficiencies may result in civil penalties. A copy of this report and the Appeal Rights are provided. page 3 of 3