<meta name="robots" content="noindex">
Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 015600341
Report Date: 07/16/2026
Date Signed: 07/16/2026 01:43:23 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
OAKLAND ASC, 1515 CLAY STREET, STE. 310
OAKLAND, CA 94612
This is an official report of an unannounced visit/investigation of a complaint received in our office on
05/05/2026 and conducted by Evaluator Yasamin Brown
COMPLAINT CONTROL NUMBER: 15-AS-20260505091822
FACILITY NAME:CARLTON PLAZA OF SAN LEANDROFACILITY NUMBER:
015600341
ADMINISTRATOR:EVELYN JENSENFACILITY TYPE:
740
ADDRESS:1000 EAST 14TH ST.TELEPHONE:
(510) 636-0660
CITY:SAN LEANDROSTATE: CAZIP CODE:
94577
CAPACITY:199CENSUS: 145DATE:
07/16/2026
UNANNOUNCEDTIME BEGAN:
11:00 AM
MET WITH:Angela Turin, Executive Director TIME COMPLETED:
01:00 PM
ALLEGATION(S):
1
2
3
4
5
6
7
8
9
Licensee does not ensure adequate staffing to meet residents' needs
Staff do not respond promptly to residents' requests for assistance
Staff do not ensure residents receive food service in a timely manner
Staff do not treat residents with respect
INVESTIGATION FINDINGS:
1
2
3
4
5
6
7
8
9
10
11
12
13
On 7/16/2026 at 11:00 am, Licensing Program Analyst (LPA) Y. Brown arrived unannounced to conduct a continued complaint investigation and deliver findings for the allegation above. LPA met with Executive Director Angela Turin and explained the purpose of the visit.

During investigation, LPA obtained and reviewed the following documents for Resident (R1, R2, R3, R4, R5, and R6): Admissions Agreement, LIC602 (Medical Assessment), Identification and Emergency Contact, and Appraisal Needs and Services Plan. LPA also obtained the following documents: room service tray list, resident roster sweep list, summary of services, residence and services agreement, company handbook, resident roster and the LIC500 (personnel report). LPA also obtained and reviewed R1's monthly task log and services plan. LPA conducted interviews with staff and residents.

Continued on LIC9099-C.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Harpreet Humpal
LICENSING EVALUATOR NAME: Yasamin Brown
LICENSING EVALUATOR SIGNATURE:

DATE: 07/16/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/16/2026
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 1 of 3
Control Number 15-AS-20260505091822
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
OAKLAND ASC, 1515 CLAY STREET, STE. 310
OAKLAND, CA 94612
FACILITY NAME: CARLTON PLAZA OF SAN LEANDRO
FACILITY NUMBER: 015600341
VISIT DATE: 07/16/2026
NARRATIVE
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Continued from LIC9099.

Allegation: Licensee does not ensure adequate staffing to meet residents' needs
Finding: Unsubstantiated

During investigation, LPA interviewed staff (S3, S4, S5, S7, and S8.) Staff revealed that sometimes the facility has been short staffed due to staff calling out sick, but this is not constantly. Interview with staff revealed that they also call-in registry staff to help if needed. Interview with staff revealed that residents’ needs are never missed. Interview with R1, R2 and R6 revealed that staff are fast when they call for assistance. During all visits, LPA observed adequate staffing and observed enough staff had been scheduled. ED also stated that they have been actively hiring additional staff

Allegation: Staff do not respond promptly to residents' requests for assistance


Finding: Unsubstantiated

During the investigation, LPA interviewed residents (R1, R2, R3, R4, R5, and R6). Interviews with residents revealed that they either have a call button or an Alexa system to call for assistance. R1 stated that when they usually need assistance they will call their Alexa system that alerts the staff at the front desk. R1 stated that they don't usually have to wait that long for assistance but if it will take a little longer, the staff lets R1 know. R2 and R5 stated that they rarely have to wait for staff. Interviews with staff revealed that they make efforts to respond to residents’ requests as promptly as possible and provide assistance based on residents’ care needs. During the visit, LPA observed staff responding to resident requests and providing assistance throughout the facility.


Allegation: Staff do not ensure residents receive food service in a timely manner
Finding: Unsubstantiated

During the investigation, LPA interviewed residents (R1, R2, R3, R4, R5, and R6). Interviews with residents revealed that they always receive their meals.

Continued on LIC9099-C.

SUPERVISORS NAME: Harpreet Humpal
LICENSING EVALUATOR NAME: Yasamin Brown
LICENSING EVALUATOR SIGNATURE:

DATE: 07/16/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/16/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 15-AS-20260505091822
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
OAKLAND ASC, 1515 CLAY STREET, STE. 310
OAKLAND, CA 94612
FACILITY NAME: CARLTON PLAZA OF SAN LEANDRO
FACILITY NUMBER: 015600341
VISIT DATE: 07/16/2026
NARRATIVE
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
 Interview with R1, R2, and R6 revealed that there are occasional times they have to wait for food but it does not take longer than 10 minutes. Interview with S2 revealed that staff take food orders at the kitchen or residents call in the orders to the front desk. During the visit, LPA observed staff responding to residents meal requests providing meals to residents during lunch time.

Allegation: Staff do not treat residents with respect


Finding: Unsubstantiated

During the investigation, it was revealed to the LPA that the facility conducted a room sweep that included removing toxic chemicals from residents rooms who were not allowed to have access to these products. Interview with Staff revealed that residents who were allowed to have access to the products were able to refuse the removal and staff documented that. Interview with residents revealed that they understood why products were being removed. R1 stated that when the staff brought the items back, they helped put the products back where they were. R1, R2, R3, R4, R5 and R6 stated that they did not feel like their rights were violated or they were not treated with respect during the incident.

Based on interviews, record review and observations conducted, the above allegations are unsubstantiated. Although the allegations may have happened or is valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur, therefore the allegations are unsubstantiated.

No deficiencies cited. Exit Interview conducted with Angela and copy of this report provided.

SUPERVISORS NAME: Harpreet Humpal
LICENSING EVALUATOR NAME: Yasamin Brown
LICENSING EVALUATOR SIGNATURE:

DATE: 07/16/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/16/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 3