complaint·March 1, 2023

Although staff stated they respond to the resident call buttons as soon as possible, staff believe the lack of equipment, such as pagers and walkies, contributes to the delayed response time when a resident calls for assistance. LPA reviewed the facility's procedures and policy at it pertains to call response and it states at the bottom in handwritten black ink, “Note: 15 min response time. Do not forget to reset!! Time is crucial!!”. LPA could not find anything else regarding response time. On 03/01/2023, starting at 12:00 p.m., LPA Ascencio reviewed the SMARTcare Alert Call Button report for Resident #1 (R1) which revealed that from 12/01/2021 - 12/13/2021 there were fifty-five (55) alert button announcements that have elapsed the company’s fifteen (15) minute policy. Additionally, further review of the SMARTcare report also revealed that there were fifteen (15) alerts that were never responded to from 12/01/2021 – 12/13/2021. Based on the information from the investigation, there is sufficient evidence to support the claim that staff are not responding to residents’ calls for assistance in a timely manner. This allegation is substantiated. Similar complaints were substantiated on 10/26/2021, 03/18/2022, 10/25/2022 and 02/15/2023. 1 citation was issued. Pursuant to Title 22 Division 6 Chapter 8 of the CA Code of Regulations, the following deficiencies were cited (refer to LIC 9099-D). Exit interview conducted and a copy of the report, and appeal rights were provided to BOM.