It is alleged that the facility does not ensure resident room to be cleared of bedbugs and that the facility has not provided a resolution for the issue. In addition, it is alleged that residents have cockroaches in their rooms. The investigation reveals the following: LPA interviews with residents revealed that six (6) out of ten (10) residents denied knowing any residents having pests in resident’s rooms or common areas. Six of the same residents denied having bedbugs, ants, or cockroaches in their rooms. Three (3) out of ten (10) residents recounted past experiences where residents had seen or known about cockroaches in residents’ rooms. However, residents stated that the facility had done a good job clearing the problem. LPA interviews with staff revealed that four (4) out of seven (7) staff denied the allegation above. Staff reported that when pests are observed in the rooms, the main office is notified, and pest control will treat the affected area. LPA observations revealed that kitchen, dining area, and storage were cleared from any pests. LPA observed pest control devices placed in the storage area and exterior of building to prevent pests. LPA reviewed the pest control service invoices for the past six months and observed that pest control services are done bi-monthly and as per need basis. LPA observed in the invoices that when the exterminator observed pest activity, the area was treated. Pest control invoice dated 9/26/2025 reports that the exterminator found bedbugs in R1’s room and the room has been treated three times since first reported. The facility is following pest control recommendations to clear room of bedbugs. The facility discussed with R1 the options that the pest control exterminator provided to clear R1’s room. On pest control invoice dated 9/29/2025, the exterminator stated in the treatment notes that the exterminator had spoken with R1 with recommendation to clear bedbugs and the exterminator notes that R1 agree to recommendation. PA random tour of residents’ rooms found no live pest, bedbugs, roaches or ants. Based upon the investigation, resident and staff interviews, document review, and LPA observations, the facility ensures that pest found in residents’ rooms and common areas are treated in a timely manner.

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It is alleged that staff are not providing escorts to dining area in a timely manner and are not assisting residents to obtain a seat to eat. The investigation reveals the following: LPA interview with residents revealed that eight (8) out ten (10) residents denied the above allegation. Five (5) out of ten (10) interviewed residents with walkers or wheelchairs stated that staff do not take too long to assist residents to escort them to activities in the community including dining room. Residents stated that sometimes staff take too long because staff is assisting other residents, but for the most part, residents stated that residents don’t have any concerns getting assistance from staff. A resident stated that resident sets up escorts appointments for services in the community and residents gets picked up on time. LPA interviews with staff revealed that seven (7) out of (7) staff denied the above allegation. Staff provide services to residents as soon as a request is received from nurse station. Staff providing support explained that staff promptly go to residents’ rooms, even if staff are busy with another resident. If the staff is assisting another resident, the staff will inform the resident requesting support that the staff will be back as soon as staff finishes with resident. If staff cannot respond, the staff informs the nurse station to assist checking with resident calling for support. Staff denied taking long to escort residents to dining area. Staff described having made themselves a schedule for dining escorts to prevent residents from being late for their meals. LPA observed dining area during lunch meals and observed residents sitting themselves at any available table. Staff stated that seating arrangements are on a first-come basis. LPA observed that staff assisted residents with mobility devices; staff helped residents to the table and stored away the devices so that the walkways were free of hazards. LPA did not observe any residents waiting to be seated. Based upon the investigation, resident and staff interviews, and LPA observations, the facility provides assistance with resident’s needs including activities in the community.

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It is alleged that staff at front desk are not picking up the phone to answer residents’ phone calls and that the front desk has hanged up on residents’ calls. The investigation reveals the following: LPA interviews with residents revealed that nine (9) out of ten (10) residents denied the above allegation. All nine residents denied knowing any other residents who may have had issues calling the front desk. Five (5) out of ten (10) residents stated that residents don’t need to call the front desk; instead, residents use the pendant to call for assistance. Four (4) out of ten (10) residents stated that residents have called the front desk and the front desk have answered resident’s calls and all four residents stated that front desk has never hung up on their calls. Interview with staff revealed that seven (7) out of seven (7) staff denied the above allegation. All staff denied knowing of any resident having issues calling the front desk or that the front desk has hanged up on their call. LPA called the facility prior and during the visit at different times of the day and LPA did not experience any issues with front desk answering the call. During phone calls, LPA observed that a voice recorded message will greet the caller and asks the caller to wait to be transferred to a representative. Music will play while waiting for the front desk to respond. LPA observed front desk during the visit, and the front desk answered the phone for every call that was received. LPA observed that the phone system provides caller ID information, and during interviews, LPA learned that front desk could recognize caller names. Staff denied ever ignoring phone calls based on caller ID names because it could be an emergency. Staff pointed out that caller ID is disabled while the staff is on another call. LPA observed R1 placing call to front desk, but R1 hang up during music playing and before front desk staff picked up the call. R1 called front desk a second time and R1 was able to connect with front desk. Staff explained that it may be possible to miss calls when staff is already on the phone with another call. Staff stated that the front desk has a staff assigned during after hours. In addition, even if front desk does not pick up the phone, the call will automatically be transferred to the nurse station where some staff will answer the call. There is insufficient evidence to support this allegation. Based upon the investigation, resident and staff interviews, and LPA observations, the facility ensures that phone calls are answered.

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 allegations are unsubstantiated. Exit interview was held with Human Resources Director Connie Wilson. A copy of the report was provided.