complaint·May 31, 2023

Page 2 Allegation: Facility is unclean It is alleged that upon move in, Resident #1's (R1) room was unclean. It was further alleged that R1’s cupboards and drawers were not cleaned out, and R1’s refrigerator was not cleaned out. Interviews with care staff and housekeeping staff supported claims that upon notification of a new resident move in, rooms are appropriately cleaned to prepare for the new admit. Staff whom were present in the room denied claims that R1’s room was unclean, yet admitted that there were items found in R1’s drawers. However, staff contacted housekeeping, whom immediately responded and ensured that all drawers were fully cleaned out. Information obtained from resident interviews denied claims that rooms were unclean, and it was noted that housekeeping staff are responsive in ensuring that rooms were tended to on a weekly, or as-needed basis. The LPA toured a random selection of resident rooms in the assisted living and memory care unit and toured the common spaces and observed areas to be clean. During the visits conducted on 5/19/2023 and 5/31/2023, the LPA observed housekeeping staff actively cleaning resident rooms and facility common areas. Based on the information obtained, there is insufficient evidence to support the claim that the facility is unclean. This allegation is deemed Unsubstantiated at this time. Allegation: Staff failed to provide a comfortable environment for residents It is alleged that staff were overheard to be speaking inappropriately amongst each other in common spaces (resident hallways). Staff allegedly were laughing and talking about weekend plans, and not tending to resident care needs. Interviews with care staff supported claims that they do have casual conversations amongst each other. Interviews with residents denied claims that they have overheard staff having inappropriate conversations or felt uncomfortable. Information from staff interviews reveled that staff have casual check ins with each other but refrain from conversations being inappropriate in nature. During the visits conducted on 5/19/2023 and 5/31/2023, the LPA observed staff speaking amongst each other in facility common areas however did not observe any inappropriate conversations. Residents also denied concerns with staff's ability to respond to care needs timely. Based on the information obtained, there is insufficient evidence to support the claim that the Staff failed to provide a comfortable environment for residents.This allegation is deemed Unsubstantiated at this time. CONT 9099-C Page 3 Allegation: Staff failed to issue a refund It was alleged that staff failed to issue a refund. Interviews and records review confirmed that R1 was admitted on 3/4/2023, and subsequently moved out on 3/5/2023. Staff claimed that they had submitted a claim to corporate for a refund of the community fee but could not speak to the reason as to why it took a long time for R1’s responsible party to receive a refund. Records indicated that a check was issued to R1’s responsible party on 05/18/2023 in the amount of $500. Staff interviews confirmed that if an assessment had been completed by the care team, R1’s responsible party would have only received a refund in the amount of $500. Although R1’s responsible party claimed that they were unaware of the reason as to why they did not receive the full refund, records review confirmed that R1’s responsible party had signed a ‘Refundable Community Fee’ agreement on 02/17/2023, which indicated that the community fee of $1000 was to cover the costs associated with processing paperwork, completing an assessment, and resident orientation. The agreement also indicated that after an assessment is completed, the first $500 of the community fee becomes non-refundable. An interview with R1’s responsible party confirmed that they received a refund in the amount of $500. Staff provided the LPA with a copy of the appraisal dated 3/2/2023. In addition, although R1’s responsible party signed the Refundable Community Fee agreement, which states the terms of receiving a refund for the preadmission fees, it is alleged that the document was not explained in detail. Due to the conflicting information received from all parties involved during interviews and records review, there is insufficient evidence to support the allegation. The above allegation is Unsubstantiated at this time. No deficiencies cited at this time. Exit interview conducted. A copy of the report was issued.