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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 191800001
Report Date: 04/27/2026
Date Signed: 04/27/2026 05:35:50 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
MONTEREY PARK ASC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
This is an official report of an unannounced visit/investigation of a complaint received in our office on
04/22/2026 and conducted by Evaluator Luis DeLeon
PUBLIC
COMPLAINT CONTROL NUMBER: 28-AS-20260422162227
FACILITY NAME:HOLLENBECK PALMSFACILITY NUMBER:
191800001
ADMINISTRATOR:DIANA MEDINAFACILITY TYPE:
741
ADDRESS:573 S. BOYLE AVETELEPHONE:
(323) 263-6195
CITY:LOS ANGELESSTATE: CAZIP CODE:
90033
CAPACITY:185CENSUS: 151DATE:
04/27/2026
UNANNOUNCEDTIME BEGAN:
11:30 AM
MET WITH:CEO Erika CastileTIME COMPLETED:
05:45 PM
ALLEGATION(S):
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Staff does not provide and safe and healthful environment for resident in care.
INVESTIGATION FINDINGS:
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Licensing Program Analysts (LPA) Luis De Leon conducted an initial unannounced complaint investigation visit for the allegation listed above. LPA met with the CEO Erika Castile and explained the reason for the visit.

The investigation consisted of the following: On today’s visit, LPA De Leon toured the physical plant with Coordinator Stephanie Prado and obtained the current resident and staff roster. In addition, LPA obtain

LPA Luis De Leon toured the physical plant with assistance of S2. LPA’s obtained the current client and staff roster, and R1s Admission Agreement, Physician’s Report, Needs and Service Plan, Preplacement Appraisal Information, and Staff Training.

Report continues on page LIC-9099C...
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Fernando Fierros
LICENSING EVALUATOR NAME: Luis DeLeon
LICENSING EVALUATOR SIGNATURE:

DATE: 04/27/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/27/2026
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 2
Control Number 28-AS-20260422162227
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
MONTEREY PARK ASC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
FACILITY NAME: HOLLENBECK PALMS
FACILITY NUMBER: 191800001
VISIT DATE: 04/27/2026
NARRATIVE
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Regarding allegation: Staff does not provide and safe and healthful environment for resident in care.
It is alleged that the facility does not provide a safe and healthful environment for residents in care. The investigation reveals the following: Interview with six (6) out of seven (7) residents denied the above allegation. All six (6) residents stated that they feel safe and taken care at the community. Residents stated that staff is attentive to their needs and provide assistance with activities, appointments, and activities of daily living (ADL). Residents are not aware of any incidents where residents have been disrespectful to other residents, including roommates. R1 described incident with roommate being loud when speaking and described it as screaming. LPA interview with R2 revealed that R2 is hard of hearing and speak at a higher tone of voice. Interview with staff revealed that seven (7) out of seven (7) staff were not aware of above allegation. Staff were not aware of any incident with residents being disrespectful with each other or their roommates. Staff stated that most residents may raise their voices to staff when assisting with morning activities like showering, dressing, or assistance with ADLs. Staff stated that Staff is not aware of any resident screaming to other residents. LPA reviewed facility training and observed staff training on personal rights, identify behavior changes, and Dementia training. LPA observed residents involved in group activities and did not observe any issues among residents’ interaction. All residents were engaged and participating with staff group activity. LPA observed enough staff supervising residents in care. Based upon the investigation, resident, and staff interviews, document review, and LPA observations, the facility is proving a safe and healthy environment for residents in care.

Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegation is UNSUBSTANTIATED.

Exit interview held with CEO Erika Castile. A copy of the report was provided.

SUPERVISORS NAME: Fernando Fierros
LICENSING EVALUATOR NAME: Luis DeLeon
LICENSING EVALUATOR SIGNATURE:

DATE: 04/27/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/27/2026
LIC9099 (FAS) - (06/04)
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