complaint·January 29, 2026

Report Continued from LIC 9099... It was alleged that staff are mishandling a resident's personal belongings. It is the complainant’s concern that Resident #1 (R1’s) personal documents have been removed from their apartment. Interviews conducted revealed that R1 had been cleaning out old mail in their apartment and used the trash bin to separate and dispose of the mail. According to staff interviews, staff are responsible for removing residents’ trash when it accumulates in their apartments. Staff reported that the trash bin was full and was therefore removed. Staff further indicated that R1 later approached management stating that their old mail had been discarded without their consent. Staff stated that they were performing their assigned duties, as they observed a full trash bin and disposed of it accordingly. Additionally, during interviews, six out of six residents stated that they have not had any items missing from their apartments since moving in and reported no concerns regarding living at the facility. Based on the information obtained and reviewed, although the allegation may have happened or is valid, there is insufficient evidence to prove the alleged violation did or did not occur. Therefore, allegation “staff are mishandling a resident's personal belongings” is deemed Unsubstantiated at this time. It was also alleged that staff are mishandling a resident's pendant. It is the complainant’s concern that facility staff are turning off the resident’s pendant calls when asking for assistance. Records reviewed and interviews conducted revealed that both care staff and the front desk concierge receive notifications when a resident presses their call pendant. If the call is not answered by care staff within a specified time frame, the front desk concierge will page the care staff to ensure they are aware of any pending pendant calls. Interviews conducted with staff indicated that the primary purpose of call pendants is to notify care staff when a resident requires assistance. Staff reported that some residents misuse the call pendants by pressing them for simple questions or non-emergency requests. Staff stated that residents have been reminded of the appropriate use of call pendants. However, staff denied turning off any resident’s call pendant without first assisting the resident. During resident interviews, residents reported using their call pendants regularly without concern and stated that staff respond promptly. Based on the information obtained and reviewed, although the allegation may have happened or is valid, there is insufficient evidence to prove the alleged violation did or did not occur. Therefore, allegation “staff are mishandling a resident's pendant” is deemed Unsubstantiated at this time. Report Continued on LIC 9099C... Report Continued from LIC 9099C... It was further alleged that staff do not treat resident with dignity or respect. It is the complainant’s concern that facility staff is taunting and picking on residents. Interviews conducted revealed that Staff #1 (S1) at times speaks in a loud manner when addressing both residents and staff. Staff did not report any concerns with how S1 spoke to the residents. Furthermore, staff denied being disrespectful towards residents and denied observing other staff members being disrespectful toward residents. During resident interviews, residents did not express any concerns regarding being disrespected by Staff #1 (S1). Residents further reported that, although S1 has not directly disrespected them, the way in which S1 communicates with others may potentially be misinterpreted or perceived negatively. Based on interviews conducted with staff and residents, although the allegation may have happened or is valid, there is insufficient evidence to prove the alleged violation did or did not occur. Therefore, allegation “staff do not treat resident with dignity or respect” is deemed Unsubstantiated at this time. Exit interview conducted. A copy of the report was provided.