019200873-11-4-2025-15-AS-BFOG-DN5TMU-20251105135143

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 019200873
Report Date: 11/04/2025
Date Signed: 11/04/2025 10:33:55 AM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
E BAY DELTA AC/SC, 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
12/05/2024 and conducted by Evaluator Lori Alexander-Washington

PUBLIC

COMPLAINT CONTROL NUMBER: 15-AS-20241205135615

FACILITY NAME:	POINT AT ROCKRIDGE, THE		FACILITY NUMBER:	019200873
ADMINISTRATOR:	BRICE, STEPHANIE		FACILITY TYPE:	740
ADDRESS:	4500 GILBERT STREET		TELEPHONE:	(510) 658-9266
CITY:	OAKLAND	STATE: CA	ZIP CODE:	94611
CAPACITY:	186	CENSUS: 104	DATE:	11/04/2025
		UNANNOUNCED	TIME BEGAN:	10:05 AM
MET WITH:	Anna Reddy, Executive Director		TIME COMPLETED:	10:45 AM

ALLEGATION(S):

1
2
3
4
5
6
7
8
9

Staff are not responding to resident's call button in a timely manner
Staff are not providing adequate food service for resident
Staff did not ensure the elevator was not in disrepair

INVESTIGATION FINDINGS:

1
2
3
4
5
6
7
8
9
10
11
12
13

On 11/04/2025 at 10:05 AM, Licensing Program Analysts (LPAs) L. Alexander and K. Nguyen conducted a subsequent visit and met with Executive Director (ED), Anna Reddy, to deliver findings for the above allegations. LPAs explained the purpose of the visit to the ED.

Allegation: Staff are not responding to resident's call button in a timely manner
Finding: Unsubstantiated

On 12/07/2024, Licensing Program Analyst (LPA) L. Alexander interviewed Witness (W1). W1 stated that on 12/03/2024, Resident (R1) called around 2:00 a.m. and reported that they had fallen and were pressing their call button but received no response. W1 stated that R1 reported remaining on the ground for approximately one hour before staff arrived. W1 also stated that R1 fell again on 12/05/2024.

LIC9099-C Continued...

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Bennett Fong
LICENSING EVALUATOR NAME: Lori Alexander-Washington
LICENSING EVALUATOR SIGNATURE:	DATE: 11/04/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/04/2025

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-20241205135615

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
E BAY DELTA AC/SC, 1515 CLAY STREET, STE. 310
OAKLAND, CA 94612

FACILITY NAME: POINT AT ROCKRIDGE, THE	FACILITY NUMBER: 019200873
	VISIT DATE: 11/04/2025

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

LIC9099-C (Page 2)

On 12/11/2024, LPA interviewed Residents (R2 and R3). Both residents stated that it can take up to 30 minutes for staff to respond to their call lights. LPA reviewed the facility’s call pendant report for December 2024, which showed no record of R1 activating their call pendant on 12/03/2024, 12/05/2024, or at any time during the month. The report also indicated an average response time of approximately 20 minutes.

Allegation: Staff are not providing adequate food service for residents
Finding: Unsubstantiated

On 12/07/2024, LPA Alexander interviewed W1, who stated that on 11/26/2024, the dining room was messy around 12:30 p.m. W1 reported that the facility provides a menu to order from, but the food tastes as if it came out of a plastic bag. W1 further stated that the facility has served hot dogs in cold buns with potato chips and that the food quality is not reflective of what residents pay for. W1 also stated that a pasta dish was once served cold and expressed concern that R1 was not drinking enough water.

On 12/11/2024, LPA interviewed Residents (R2 and R3), who stated that the food is sometimes cold and not always good. R3 further stated that the facility provides an “Anytime Menu” offering six entrees and five salads, which residents enjoy. LPA interviewed Staff (S2), who stated that the kitchen offers a variety of dishes daily and that residents can also order from the alternative menu.

LIC9099-C Continued...

SUPERVISORS NAME: Bennett Fong
LICENSING EVALUATOR NAME: Lori Alexander-Washington
LICENSING EVALUATOR SIGNATURE:	DATE: 11/04/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/04/2025

LIC9099 (FAS) - (06/04)

Page: 2 of 3

Control Number 15-AS-20241205135615

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
E BAY DELTA AC/SC, 1515 CLAY STREET, STE. 310
OAKLAND, CA 94612

FACILITY NAME: POINT AT ROCKRIDGE, THE	FACILITY NUMBER: 019200873
	VISIT DATE: 11/04/2025

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

LIC9099-C (Page 3)

LPA reviewed the facility menu dated 10/28/2024 through 12/15/2024, which shows three meals per day with varying options. During observation of lunch and dinner service, LPA observed dining staff clearing dishes promptly and cleaning tables. Residents R4–R7 were also interviewed and reported that their meals were good and generally served on time according to the posted menu.

Allegation: Staff did not ensure the elevator was not in disrepair
Finding: Unsubstantiated

On 12/07/2024, LPA Alexander interviewed W1, who stated that only one of the facility’s two elevators was working and that it was reported repairs could take approximately two months.

On 12/11/2024, LPA interviewed Staff (S1), who confirmed that elevator #2 was not operational and that a service call had been placed with KONE for repair. S1 stated that the elevator would remain out of service pending the delivery of necessary parts.

LPA reviewed a KONE service order dated 12/04/2024, which indicated the installation of a new elevator drive system for elevator #2. The report stated that the existing drive had failed and was obsolete, requiring engineering and manufacturing of a compatible replacement. Due to this, the repair process was expected to take several weeks to months.

Although the allegations may have occurred or may be valid, there is not a preponderance of evidence to prove that the alleged violations did or did not occur. Therefore, all allegations are UNSUBSTANTIATED.

Exit interview conducted and a copy of this report provided.

SUPERVISORS NAME: Bennett Fong
LICENSING EVALUATOR NAME: Lori Alexander-Washington
LICENSING EVALUATOR SIGNATURE:	DATE: 11/04/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/04/2025

LIC9099 (FAS) - (06/04)

Page: 3 of 3