Complaint·May 7, 2024

Facility has inadequate food service. On the allegation that the facility has inadequate food service; it is the concern of the reporting party that the servers don't wait on residents and when they do, they bring the wrong food. On 05/07/2024, LPA Urena observed lunch in the dining room at approximately 12:15 p.m. Residents were interviewed about the food service and food quality. Ten out of ten residents stated that the food is always good, large portions are served, and when they order room service, the service is on time, and order is correct. Food servers try to serve the meals promptly and are always courteous. Residents stated that food selection has improved because the facility hired recently a new chef. Based on the information gathered through interviews and observation, the allegation that the facility has inadequate food service, is deemed Unsubstantiated at this time. Facility staff are not meeting resident's needs. On the allegation that staff are not meeting the resident’s needs; it is the concern of the resident that the facility has only one caregiver a day to give showers to residents, and a different caregiver every day. LPA Urena interviewed residents about their needs being met, and most of the residents stated that staff are helpful, they assist with showers/baths twice a week. The staff clean their rooms once a week and do their laundry once a week. Based on the information gathered through interviews, the allegation that facility staff are not meeting residents’ needs, is deemed Unsubstantiated at this time. Facility does not provide adequate transportation services : The reporting party’s concern is that the facility does not provide transportation. LPA Urena interviewed residents. Ten out of ten residents stated that the facility does provide transportation services. Residents notify the facility staff about an upcoming appointment, and the residents are dropped off at the appointment place, and if needed the resident may request a companion to go with them to the appointments. At this time the facility has a bus and a company car for the transportation services at this time. Based on the information gathered through interviews, the allegation of inadequate transportation, is deemed Unsubstantiated at this time. No citations were issued. Exit interview was conducted and a copy of the report was issued. Staff do not respond to call pendant in a timely manner. On the allegation that staff do not respond in a timely manner; it is the concern of the reporting party that staff have been taking up to three hours to respond to a pendant call, and the usual wait time is an hour. On 07/25/2023, LPA Lopez interviewed residents and the interviews revealed that staff may respond right away and other times it could take up to 45 minutes to an hour to respond to a pendent call request, but sometimes it may take 2-3 hours to respond, and wait times are longer on the weekend, response times in the mornings are bad and sometimes at night, too. On 05/07/2024, LPA Cortez observed a resident at the front desk requesting assistance with a device, then heard a staff say, “if they call a caregiver, it will take about an hour for the caregiver to respond’, consequently another staff present, helped the resident at the time of the request. On 05/07/2024, LPA Urena interviewed a staff member in regards to the response time for the calls. The staff stated that the goal response time is between 10 to 15 minutes, however if they are busy with another resident, other staff members may assist. When the LPA asked about longer wait times, the staff stated that sometimes the push button may not be fully operating and consequently the staff are not aware of the call button being pushed. Based on the information gathered through interviews, and observation, the allegation that staff do not respond in a timely manner, is deemed Substantiated at this time. Staff does not safeguard resident's personal belongings. On the allegation that staff do not safeguard the resident’s belongings; it is the concern of the reporting party that the staff loses clothes or throws them out without informing the resident. On 05/07/2024, LPA Urena interviewed residents. Five (5) out of 10 residents stated that they don’t have an issue with their laundry or any issues with missing items; five (5) residents stated that clothing items have been lost when staff have washed their clothing. On 07/25/2023, LPA Lopez interviewed staff who stated that some residents have complained about missing laundry and one staff stated that they threw away a piece of clothing that became too soiled to be washed, they attempted to replace the item but was not the right size, consequently had to return the item and get another item. Based on the information received through interviews, the allegation that staff do not safeguard residents’ belongings, is deemed Substantiated at this time. Pursuant to Title 22, California Code of Regulations (CCR), the following deficiency is cited (refer to LIC 9099-D). Citations were issued. Exit interview was conducted and a copy of the report and Appeal Rights were issued.