015600341-9-14-2026-15-AS-GLUK-DY5R7E-20260921124609

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 015600341
Report Date: 07/16/2026
Date Signed: 09/14/2026 03:26:30 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
05/12/2026 and conducted by Evaluator Yasamin Brown

COMPLAINT CONTROL NUMBER: 15-AS-20260512090258

FACILITY NAME:	CARLTON PLAZA OF SAN LEANDRO		FACILITY NUMBER:	015600341
ADMINISTRATOR:	BOUCHER-TURIN, ANGELA		FACILITY TYPE:	740
ADDRESS:	1000 EAST 14TH ST.		TELEPHONE:	(510) 636-0660
CITY:	SAN LEANDRO	STATE: CA	ZIP CODE:	94577
CAPACITY:	199	CENSUS: 145	DATE:	07/16/2026
		UNANNOUNCED	TIME BEGAN:	09:15 AM
MET WITH:	Angela Turin, Executive Director		TIME COMPLETED:	11:00 AM

ALLEGATION(S):

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***This is an amended report from visit on 7/16/2026***

Staff do not ensure residents countenance care needs are being met
Facility is charging resident for services not being provided
Staff do not ensure residents room is kept free of mal odors

INVESTIGATION FINDINGS:

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On 7/16/2026 at 9:15 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 obtainted 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: 09/14/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/14/2026

This report must be available at Child Care and Group Home facilities for public review for 3 years.

LIC9099 (FAS) - (06/04)

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Control Number 15-AS-20260512090258

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

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***This is an amended report from visit on 7/16/2026***

Continued from LIC9099.

Allegation: Staff do not ensure residents countenance care needs are being met
Finding: Unsubstantiated

During investigation, LPA toured R1’s room and observed R1’s room in a clean and sanitary condition, with no indications of unmet incontinence needs. Interviews with S1, S3, S7 and S8 revealed R1 receives regular assistance with incontinence care (showering, toileting, and dressing) in accordance with their care plan. Interview with R1 revealed that they receive incontinence care, but they sometimes refuse the services that are provided. A review of the staff schedule revealed that sufficient staff were assigned to provide necessary care. LPA reviewed R1’s care plan. The care plan detailed the frequency of incontinence (showering, toileting, and dressing) checks and the type of support R1 should receive. LPA reviewed R1’s monthly task log that indicated the times and dates of when staff assist R1 and when R1 refused services. These logs were complete, consistent, and matched the interventions written in the care plan.

Allegation: Facility is charging resident for services not being provided
Finding: Unsubstantiated

During investigation, LPA reviewed R1’s monthly invoices, service plan, and monthly task log. Review of R1’s signed service plan agreement dated 1/14/2026 showed that R1 agreed to pay the Level I Assisted Living Care monthly charge of $995.00 effective 1/14/2026

Continued on LIC9099-C.

SUPERVISORS NAME: Harpreet Humpal
LICENSING EVALUATOR NAME: Yasamin Brown
LICENSING EVALUATOR SIGNATURE:	DATE: 09/14/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/14/2026

LIC9099 (FAS) - (06/04)

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Control Number 15-AS-20260512090258

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

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LPA reviewed R1’s monthly task log that indicated the times and dates of when staff assisted R1 with the incontinence care services and when R1 refused the services. Interview with R1 revealed that staff come in to assist them with the services or R1 will use their call button to ask for assistance. R1 stated that they sometimes refuse services because they like to do it themselves. Interviews with S7 and S8 revealed that staff check on R1 every two hours and assist them with services.

Allegation: Staff do not ensure residents room is kept free of mal odors
Finding: Unsubstantiated

During investigation, LPA toured the facility and observed Room 118A, where R1 resided and where the mal odors were alleged to have originated. Interview with R1 revealed that they like to clean their own room and they do not like to open the window. Interview with staff revealed that R1 receives housekeeping services but R1 refuses sometimes. Interview with staff revealed that R1 did not like to open the window blinds or open their window. Interviews with staff revealed that since R1 sometimes refuses toileting services, R1 cleans themselves and staff come in after to help R1 clean if R1 wants them to. LPA did not observe a mal odor that pertains to staff not keeping R1’s room well kept.

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)

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