Health inspection·November 30, 2025

F 0565 Level of Harm - Minimal harm or potential for actual harm Residents Affected - Some and don't want and address concerns. She stated if the facility didn't provide a response to the residents' grievances it could make them feel bad and feel as if they are not being heard.In an interview on 11/30/2025 at 11:36 AM, the ADON stated she had been employed 45 days at the facility. The ADON stated she received resident rights training during her new hire onboarding, she was knowledgeable of Resident Rights, and she provided examples. The ADON stated resident grievance forms were designated at the nurses' stations and could be filled out on paper or electronically. She stated grievances were worked on by the ED, she would make sure the right department was correcting it, and a conclusion was usually received by the end of the day. She stated the residents were notified of the outcome and are involved in every step of the process. She stated typically either the ED, DON, or herself would notify the resident of the resolve if there was one. She stated if resident grievances were not addressed by the facility, it could make the residents feel hopeless.In an interview on 11/30/2025 at 11:58 AM, the AED stated she had been employed three weeks at the facility. The AED was knowledgeable of resident rights, she provided examples, and she stated she has educated the nursing staff on the topic. She stated she received resident grievances often and was responsible for speaking to the residents. She stated at times she would have residents come up to her and verbally notify her of a grievance, she would ask for details, and if something could be solved immediately, she would take care of it herself and enter a progress note in their chart. She stated, if necessary, she would conduct an in-service with the nursing staff and educate staff if they were doing something that was not correct and do their best to correct it. She stated all grievances, individual and resident council group grievances would give residents updates, notify them of the process, would talk to them about what needs to be corrected. She stated she liked to communicate with the residents every step of the way. She stated if a resolution was not a good outcome, she would involve the Ombudsman to help figure out a solution or compromise. She stated if resident grievances were not addressed by the facility, residents could become angry or frustrated. She stated grievances identified in the resident council meetings such as missing socks or missing clothing went directly to the laundry department, they searched for the missing clothing and at times the resident would go and help look for missing clothes. She stated all individual resident grievances were documented, and the facility would try to fix it right away. She stated any grievances brought up in resident council were addressed. She stated she was unsure whether the resident council grievances are documented, if they were addressed, and where they were stored. She stated as far as she knows the resident council group grievances have been addressed, she stated she was not sure what occurred with the resident council group grievances prior to coming into this position, but they were addressed right away at this time. In an interview on 11/30/2025 at 12:21 PM, LVN A stated she had been employed for four months at the facility. LVN A stated she was trained on resident rights about a month back and when onboarding as a new hire. She was knowledgeable of resident rights, she provided examples and stated if the resident was not afforded their rights in a facility they would not thrive, and their behavior and mood can change drastically and negatively. She stated residents file grievances often and all resident grievances should be addressed as that was the resident's voice.In an interview on 11/30/2025 at 12:48 PM, RN A stated she was educated in resident rights about a week ago, she was knowledgeable of the topic and provided examples. She stated if a resident was not allowed to exercise their rights it could have a negative mental impact on them. She stated resident grievances are important and handled quickly. She stated if resident grievances were not addressed by the facility, it could leave them in frustration and stress if having to repeat themselves.In an interview on 11/30/2025 at 1:33 PM, the DON stated he had been employed three months with the facility. He stated the ED was currently on (continued on next page) FORM CMS-2567 (02/99) Previous Versions Obsolete Event ID: Facility ID: 676378 If continuation sheet Page 2 of 4 Printed: 05/15/2026 Form Approved OMB No. 0938-0391 Department of Health & Human Services Centers for Medicare & Medicaid Services STATEMENT OF DEFICIENCIES AND PLAN OF CORRECTION (X1) PROVIDER/SUPPLIER/CLIA IDENTIFICATION NUMBER: (X2) MULTIPLE CONSTRUCTION 676378 B. Wing A. Building (X3) DATE SURVEY COMPLETED 11/30/2025 NAME OF PROVIDER OR SUPPLIER STREET ADDRESS, CITY, STATE, ZIP CODE Sorrento 2739 Babcock San Antonio, TX 78229 For information on the nursing home's plan to correct this deficiency, please contact the nursing home or the state survey agency. (X4) ID PREFIX TAG SUMMARY STATEMENT OF DEFICIENCIES (Each deficiency must be preceded by full regulatory or LSC identifying information)

F 0565 Level of Harm - Minimal harm or potential for actual harm Residents Affected - Some leave and he was overseeing the facility. He stated the AED was new to the facility and he was helping with training her. He stated all new hires during their onboarding received resident rights education as well as periodically or if an incident occurred that required it. He stated he was part of the management team and conducts in-services with the nursing staff. He was knowledgeable of resident rights, he provided examples and stated if a resident was not allowed their rights, it would have a negative impact on them and in this setting every staff member has an obligation to be properly on these rights. The DON stated the residents could submit grievance via paper or electronic format, he stated the notification of resident rights was also a part of the resident's admission packet and provided them information on grievances. He stated individual and resident council grievances were handled by administrators. He stated when grievance was received administration staff would delegate it to the heads of department to work on a resolution and follow-up and communication will be provided to the residents. He stated at times there was not one solution, but multiple solutions and strategies presented to the residents. He stated resident council group grievances were addressed; however, prior to August 2025 he was not sure what happened to these grievances. He stated resident council group grievances would be separated by specific residents and addressed as an individual resident grievance. He stated he didn't have process or documentation system for group grievance and separation into individual grievance would be done. He stated he was not sure why the resident council group grievances for September and October 2025 could not be located. He stated with him coming on board recently he could not speak to the circumstances for not documenting resident council group grievances and providing response to the residents. He stated that it would change moving forward. He would work towards correcting this issue and ensure resident council group grievances were addressed, resolved, status communicated to the group, and stored appropriately moving forward.Review of document titled, Patient/Resident Council Meeting Minutes dated 9/30/2025, reflected: Resident Council communicated concerns with missing clothing, preferences for food separation, and facility van out of commission. There was no investigation conducted, no results or resolution reported to the resident council.Review of document titled, Patient/Resident Council Meeting Minutes dated 10/30/2025, reflected: Resident Council communicated concerns with bad salads and lunch being served late to 100 and 200 hallways. There was no investigation conducted, no results or resolution reported to the resident council.Review of document titled, Patient/Resident Council Meeting Minutes dated 11/20/2025, reflected: Resident Council communicated concerns with landlines in their rooms. There was no investigation conducted, no results or resolution reported to the resident council.Review of facility policy dated February 2021 and titled, Resident Rights reflected the following: Policy Statement: Employees shall treat all residents with kindness, respect, and dignity. Policy Interpretation and Implementation:1. Federal and state laws guarantee certain basic rights to all residents of this facility. These rights include the resident's right to:a. a dignified existence;g. exercise his or her rights as a resident of the facility and as a resident or citizen of the United States;h. be supported by the facility in exercising his or her rights;u. voice grievances to the facility, or other agency that hears grievances, without discrimination or reprisal and without fear of discrimination or reprisal;v. have the facility respond to his or her grievances;2. Copies of our resident rights are posted throughout the facility, and a copy is provided to each employee, provider and contracted staff member. In addition, staff will have appropriate in -service training on resident rights prior to having direct-care responsibilities for residents.4. Orientation and in-service training programs are conducted quarterly to assist our employees in understanding our residents' rights. Review of facility policy dated November 2017 and titled, Grievances reflected the following: Policy: The Patient or patient (continued on next page) FORM CMS-2567 (02/99) Previous Versions Obsolete Event ID: Facility ID: 676378 If continuation sheet Page 3 of 4 Printed: 05/15/2026 Form Approved OMB No. 0938-0391 Department of Health & Human Services Centers for Medicare & Medicaid Services STATEMENT OF DEFICIENCIES AND PLAN OF CORRECTION (X1) PROVIDER/SUPPLIER/CLIA IDENTIFICATION NUMBER: (X2) MULTIPLE CONSTRUCTION 676378 B. Wing A. Building (X3) DATE SURVEY COMPLETED 11/30/2025 NAME OF PROVIDER OR SUPPLIER STREET ADDRESS, CITY, STATE, ZIP CODE Sorrento 2739 Babcock San Antonio, TX 78229 For information on the nursing home's plan to correct this deficiency, please contact the nursing home or the state survey agency. (X4) ID PREFIX TAG SUMMARY STATEMENT OF DEFICIENCIES (Each deficiency must be preceded by full regulatory or LSC identifying information)

F 0565 Level of Harm - Minimal harm or potential for actual harm Residents Affected - Some FORM CMS-2567 (02/99) Previous Versions Obsolete representative has a right to voice grievances to the facility or other entity that hears grievances without fear of discrimination or reprisal. Grievances include those with respect to care and treatment which has been furnished as well as that which has not been furnished, the behavior of staff and of other patients, and other concerns regarding their LTC facility stay. Guidelines:1. The facility must make prompt efforts to resolve grievances and must make information on how to file a grievance or complaint available to the patient.3. When the facility is made aware of a problem or concern voiced by a Patient or on behalf of the Patient, the facility must make every effort for prompt resolution of all grievances regarding the residents' rights.c. The right to obtain a written decision regarding his or her grievance;6. As necessary, taking immediate action to prevent further potential violations of any Resident right while the alleged violation is being investigated.7. The Executive Director is the designated grievance official for the facility with the Director of Nursing as the designee who is responsible for overseeing:a. The grievance process to include initiation of resolution within 72 hours of receiving grievance.b. The receiving and tracking grievances to their conclusion.c. Leading any necessary investigations by the facility.9. All written grievance decisions shall include the date the grievance was received, a summary statement of the Resident's grievance, the steps taken to investigate the grievance, a summary of the pertinent findings or conclusions regarding the Resident's concern, a statement as to whether the grievance was confirmed or not confirmed, any corrective action taken or to be taken by the facility as a result. It of the grievance, and the date the written decision was issued.10. Maintain evidence demonstrating the results of all grievances for a period of no less than 3 years from the issuance of the grievance decision. Event ID: Facility ID: 676378 If continuation sheet Page 4 of 4