Complaint·February 22, 2024

Staff are prohibiting resident from receiving family phone calls. On the allegation that the staff are prohibiting the residents from receiving phone calls, the Reporting Party’s (RP) concern is that the R1 is not being allowed to receive phone calls (on the facility’s phone) from family members. To investigate the allegation the LPA attempted to interview the family members to ascertain the information received by the RP. The LPA made three calls between 02/12/2024 and 02/16/2024 at approximately 1:21 p.m.,1:35 p.m. and 12:30 p.m., however the calls went to voicemail. LPA Urena left voicemail. On 02/22/2024, the LPA communicated with family members from approximately 10:38 a.m. to 11:10 a.m. The family members stated that on several occasions, family members attempted to communicate with R1 via the facility’s phone, however they were told by facility staff that R1 was not available, and that the staff would have R1 called them back right away. The family members added that they never received the call back as they had expected. The family members further stated that they were able to speak with the administrator on 02/05/2024, and that on this date the administrator stated that they were not aware of the calls, and that they would interview facility staff about the calls that were never transferred to R1. Finally, R1’s family members stated that after the phone call with the administrator 02/05/2024, they have been able to communicate with R1 when they call the facility. The LPA interviewed the facility’s administrator about the facility’s policy on phone calls. The Administrator stated that the facility has two cell phones available for residents’ use. If a family member/calling party calls the facility to communicate with a resident, the facility will bring one of the cell phones to the resident. Or if a resident wishes to use the cell phone, the staff will bring a cell phone to the resident. Sometimes the resident may have to wait for the cell phone to be available, if one of the two cell phones are being used. Based on the information obtained through the interviews, the facility staff did not transfer calls to residents as expected, which prevented the family members from communicating with the resident. Therefore, the allegation that staff are prohibiting resident from receiving family phone calls, is Substantiated at this time. Pursuant to Title 22 Regulations, deficiencies were cited (refer to LIC 9099-D). Citations were issued. Exit interview conducted, a copy of the report, and Appeal Rights was issued.