complaint·December 9, 2025

It was alleged that an unknown staff member made several unauthorized purchases on Resident #1 (R1)’s personal Amazon account. The purchases consisted of three (3) $200 gift cards, totaling $600, an outfit, a pair of boots which was able to be canceled, and multiple streaming/video subscription charges such as Apple TV and Prime Video. The gift cards were delivered to the facility but were never received by R1. ED Howell was notified by R1’s responsible party on 12/01/2025 who noticed the unauthorized charges and that a gift card was delivered that day but not received by R1. ED conducted an internal investigation and was able to match the address of the outfit delivery to Staff #1 (S1)’s personal address; all other orders were made to the facility’s address. S1 claimed the outfit was a gift and denied the other purchases. S1 was terminated on 12/02/2025. The facility notified the Woodland Hills North Regional Office (WHN RO), Ventura County Sheriff Office (VCSO), and the Long-Term Care Ombudsman (LTCO) on 12/01/2025. VCSO conducted a visit on 12/01/2025. ED stated that the facility will conduct an in-service with all staff to review the theft and loss policy and resident rights. ED also discussed holding a cybersecurity and internet safety activity with residents. LPA reviewed the facility’s theft and loss policy and record which were in compliance. LPA interviewed R1 and R1’s responsible party who had no concerns and stated that the facility followed all proper procedures regarding the incident. The facility took appropriate measures in response to the incident by terminating S1, notifying all agencies within the reporting requirements timeline, conducting an internal investigation, offering reimbursement to R1/R1’s responsible party, and discussing plans to implement proactive measures to prevent such incidents from reoccurring. However, based on interview and record review, the allegation “Staff stole resident's personal belongings” 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. Administrator was informed that failure to correct the deficiency may result in civil penalties. Exit interview conducted. Appeal rights and a copy of the report were provided