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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197608694
Report Date: 05/06/2026
Date Signed: 05/06/2026 04:27:21 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364
This is an official report of an unannounced visit/investigation of a complaint received in our office on
01/16/2026 and conducted by Evaluator Trevor Byrne
COMPLAINT CONTROL NUMBER: 29-AS-20260116102430
FACILITY NAME:VILLAGE AT SHERMAN OAKS, THEFACILITY NUMBER:
197608694
ADMINISTRATOR:GRACE HARTNETTFACILITY TYPE:
740
ADDRESS:5450 VESPER AVETELEPHONE:
(818) 994-7900
CITY:SHERMAN OAKSSTATE: CAZIP CODE:
91411
CAPACITY:179CENSUS: 163DATE:
05/06/2026
UNANNOUNCEDTIME BEGAN:
09:56 AM
MET WITH:Justine OrtizTIME COMPLETED:
04:30 PM
ALLEGATION(S):
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Staff did not ensure residents signal alert system was implemented as part of their care plan
Staff do not ensure care and supervision is being provided to resident.
Staff does not ensure residents hydration needs are being met
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Trevor Byrne conducted a follow-up complaint visit for the above allegations. LPA arrived to the facility at 09:56 AM. LPA met with Interim Executive Director Justine Ortiz (ED-I). Entrance interview conducted and the reason for the visit was explained.

During today’s visit, the LPA conducted a brief physical plant tour, conducted a file review for one (1) resident, collected copies of pertinent documentation, interviewed the ED-I, interim Director of Assisted Living (MC) Yasmin Hernandez, two (2) staff members, and one (1) resident between approximately 10:00 AM and 03:30 PM.

CONTINUED ON LIC 9099C.
Unsubstantiated
Estimated Days of Completion: 0
SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Trevor Byrne
LICENSING EVALUATOR SIGNATURE:

DATE: 05/06/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/06/2026
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 29-AS-20260116102430
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364
FACILITY NAME: VILLAGE AT SHERMAN OAKS, THE
FACILITY NUMBER: 197608694
VISIT DATE: 05/06/2026
NARRATIVE
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The allegation of “Staff did not ensure residents signal alert system was implemented as part of their care plan.” alleges that facility staff did not implement appropriate fall prevention measures including a fall detection mat as part of Resident #1 (R1)’s care plan. LPA conducted a file review for R1 and observed that R1 was identified as a level three (3) fall risk which indicated that R1 had the potential for falls to occur. LPA did not observe a fall detection mat listed in R1’s plan of care. LPA interviewed Witness #1 (W1) who stated that R1 suffered three (3) falls at the facility in a short amount of time between late December 2025 – January 2026. W1 stated that a fall detection mat was purchased for R1 but was not utilized by the facility. LPA interviewed the Executive Director Grace Hartnett (ED), who stated that they had a meeting with R1’s family to discourage the use of the fall detection pad. ED stated that some other memory care residents had similar mats in the past, but all have since been removed. ED stated that the mat is a commercial device that was provided and since the device is not an approved by the facility the responsible party of R1 was responsible for the maintenance of the device. ED stated that they spoke with R1’s responsible party and they agreed to remove the mat. ED stated that they have since implemented a lower bed and a soft mat which is placed at the side of the bed while R1 is sleeping to assist in mitigating R1’s fall risk. ED stated that the facility monitors the apartment for clutter and removes any fall risks throughout the day. ED stated that the resident is on frequent checks each hour and staff are notified via set alarms on their phones. LPA interviewed two (2) staff members who assisted in providing care to R1. The staff members interviewed confirmed that R1 had been placed on frequent 30-minute checks and that additional fall prevention measures including a lower bed and soft mat had been implemented to mitigate R1’s falls. Although the allegation may have happened or is valid there is insufficient evidence to support the allegation of, “Staff did not ensure residents signal alert system was implemented as part of their care plan.” Therefore, the allegation is deemed Unsubstantiated at this time.

The allegation of “Staff do not ensure care and supervision is being provided to resident.” alleges that facility staff do not ensure adequate supervision because R1 suffered three (3) falls in a short timeframe, staff do not check on R1 regularly, and that facility staff do not assist R1 with utilizing the bathroom. LPA observed R1’s resident file and observed that R1 was receiving assistance with incontinence care. LPA observed that R1 was assessed as requiring frequent checks due to R1 residing in the memory care unit of the facility. Additionally, LPA observed that R1 was identified as a level three (3) fall risk which indicated that R1 had the potential for falls to occur.

CONTINUED ON LIC 9099C.
SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Trevor Byrne
LICENSING EVALUATOR SIGNATURE:

DATE: 05/06/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/06/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 29-AS-20260116102430
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)
CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364
FACILITY NAME: VILLAGE AT SHERMAN OAKS, THE
FACILITY NUMBER: 197608694
VISIT DATE: 05/06/2026
NARRATIVE
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W1 stated that on 01/21/2026 at approximately 09:00 PM they observed R1 on the floor near their couch via a camera in R1’s room. W1 stated that they had to contact facility staff to assist R1 from the floor. LPA interviewed R1 who stated that they do not have a problem with the facility staff and they do what they can. R1 stated that staff consistently come into their room throughout the day to check on them. R1 denied staff providing inadequate care to them. LPA interviewed eleven (11) additional residents throughout the facility. Ten (10) of the residents interviewed did not express concerns with the quality of care that was provided to them by facility staff. LPA interviewed two (2) staff members who assisted in providing care to R1. One (1) staff member stated that prior to R1’s falls R1 was identified as needing standby assistance only but due to their recent falls R1 has been placed on frequent 30-minute monitoring. The staff member stated that prior to R1’s falls R1 was monitored by memory care staff throughout the day and checks were performed on a regular basis. LPA confirmed that R1 does not have a 1:1 caregiver assigned to them. Although the allegation may have happened or is valid there is insufficient evidence to support the allegation of, “Staff do not ensure care and supervision is being provided to resident.” Therefore, the allegation is deemed Unsubstantiated at this time.

The allegation of “Staff does not ensure residents hydration needs are being met.” alleges that on 01/13/2026 R1 was admitted to the hospital as a result of a fall and was found to be dehydrated. W1 provided LPA with photos taken around R1’s 01/13/2026 hospitalization. The photos showed R1’s lips which appeared to be somewhat dehydrated. LPA reviewed R1’s resident file and observed that R1 was identified as being independent regarding meal setup/consumption. LPA observed that R1 did not require reminders/cues, encouragement to consume food/drinks, or assistance with eating/drinking. LPA interviewed R1 who stated that they had no issues/concerns with the food and drink service at the facility. LPA interviewed two (2) staff members who assisted in providing care to R1. One (1) staff member interviewed stated that R1 does not require assistance with eating/drinking. Additionally, the staff member stated that R1 contracted the Flu around their 01/13/2026 hospitalization which contributed to R1’s dehydration as R1 had lowered their fluid intake as a result of the illness. LPA observed that memory care residents were provided with fluids during mealtimes and residents were provided with fluids if they requested them from staff throughout the day. Although the allegation may have happened or is valid there is insufficient evidence to support the allegation of, “Staff does not ensure residents hydration needs are being met.” Therefore, the allegation is deemed Unsubstantiated at this time.

Exit interview conducted and copy of the report was issued.
SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Trevor Byrne
LICENSING EVALUATOR SIGNATURE:

DATE: 05/06/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/06/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 3