Complaint·May 24, 2023

Allegation: Resident made to wait an excessive amount of time for assistance The allegation alleges staff do not respond timely to resident requests to use the restroom and response times can be one (1) to two (2) hours long. Pendent call records for all residents for the time period of 06/14/2021 through 06/21/2021 were reviewed. Records reflect on 06/20/2021, seven residents received pendent response times of 22 minutes, 24 minutes, 23 minutes, 37 minutes, 2 hours and 2 minutes, 1 hour and 14 minutes, 34 minutes, 1 hour and 38 minutes and 22 minutes (one resident had three late response times in the same day); on 06/19/2021, one resident had a response time of 34 minutes; on 06/18/2021 two residents had response times of 27 minutes and 29 minutes; on 06/17/2021 five residents had response times of 29 minutes, 30 minutes, 30 minutes, 49 minutes, and 39 minutes; on 06/16/2021 two residents had response times of 22 minutes and 57 minutes; and on 06/14/2021, two residents had response times of 41 minutes and 26 minutes. Resident interviews conducted on 06/21/2021 and on 07/22/2021 revealed five complaints from residents regarding pendent response times. Today on 05/24/2023, the LPA also substantiated a similar complaint received on 06/10/2021 (complaint control # 29-AS-20210610131205) of staff not responding to pendent calls timely. The allegation was substantiated due to record review revealing multiple pendent call wait times observed to be more than 20 minutes during the time period from 05/14/2021 through 06/14/2021 and resident and staff interviews. Based on the information obtained, there is sufficient evidence to support the allegation occurred. Therefore, the allegation of 'Resident made to wait an excessive amount of time for assistance' is deemed Substantiated at this time. The following deficiency was observed (See LIC 9099-D.) and cited from the California Code of Regulations, Title 22 and/or California Health and Safety Code. Failure to correct the deficiencies may result in civil penalties. Exit interview and report reviewed with Jennifer Miller. A copy of the report and appeal rights were provided. Allegations: Residents are unable to access facility after hours and Residents' medication and supply deliveries are delayed. The allegation alleges the concierge desk is only staffed until 7:30 PM which results in residents being unable to enter the facility after hours and delaying medication deliveries after hours. At the time the complaint was filed, in an effort to mitigate the spread of COVID-19, the facility locked their perimeter doors from the outside which resulted in staff having to manually open the door for residents, visitors, vendors, etc. Currently, the facility is no longer locking their perimeter doors. Interviews conducted today with Ms. Miller and during previous visits revealed the concierge desk is staffed until 8:00 PM. The facility phone number is also posted on the front door for after hours visitors which the LPA observed today. During after hours, staff carry a portable phone and receive after hour calls directly. Interviews conducted with residents on 06/21/2021 and 07/22/2021 also revealed no issues or concerns regarding gaining access inside the building after hours. One resident stated about six months prior they had a hard time accessing the building when they returned back at 11:00 PM but has had no issues since. Interviews with staff revealed they normally don't get medication deliveries after 8:00 PM but if they did, the delivery person could call the facility directly to get a hold of staff. Based on the information obtained there is insufficient evidence to support the allegations occurred. Therefore, the allegations of 'Residents are unable to access facility after hours and 'Residents' medication and supply deliveries are delayed' are deemed Unsubstantiated at this time. Allegation: Staff doesn't provide care and assistance to residents after hours. The allegation alleges there is only one or two staff on duty after hours and residents are not receiving assistance. A review of the staff schedule for the month of June 2021 revealed two caregivers scheduled during the PM shift and two caregivers scheduled during the NOC shift along with mostly two medication technicians during the PM shift and 1-2 medication technicians during the NOC shift. Interviews with residents revealed although there were complaints of excessive wait times for pendent calls, there was no indication that the wait times were specific to a certain time of day or shift. Based on the information obtained, there is insufficient evidence to support the allegation occurred. Therefore, the allegation of 'Staff doesn't provide care and assistance to residents after hours' is deemed unsubstantiated at this time. Exit interview conducted. A copy of the report and appeal rights were provided.