197608694-7-8-2026-29-AS-KLOZ-DWJ2T3-20260731174004

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 197608694
Report Date: 07/08/2026
Date Signed: 07/08/2026 03:23:28 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
02/04/2026 and conducted by Evaluator Trevor Byrne

COMPLAINT CONTROL NUMBER: 29-AS-20260204150834

FACILITY NAME:	VILLAGE AT SHERMAN OAKS, THE		FACILITY NUMBER:	197608694
ADMINISTRATOR:	GRACE HARTNETT		FACILITY TYPE:	740
ADDRESS:	5450 VESPER AVE		TELEPHONE:	(818) 994-7900
CITY:	SHERMAN OAKS	STATE: CA	ZIP CODE:	91411
CAPACITY:	179	CENSUS: 161	DATE:	07/08/2026
		UNANNOUNCED	TIME BEGAN:	10:43 AM
MET WITH:	Justine Ortiz		TIME COMPLETED:	03:30 PM

ALLEGATION(S):

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Facility has inadequate food service
Facility has inadequate physical activities

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 10:43 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, the Director of Assisted Living (DOAL) Yamilette Capilla, three (3) staff members, and three (3) residents between approximately 10:45 AM and 03:00 PM.

CONTINUED ON LIC 9099C.

Unsubstantiated

Estimated Days of Completion: 0

SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Trevor Byrne
LICENSING EVALUATOR SIGNATURE:	DATE: 07/08/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/08/2026

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 29-AS-20260204150834

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: 07/08/2026

NARRATIVE

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The allegation of “Facility has inadequate food service” alleges that the facility takes an unacceptable amount of time to bring food trays to resident’s rooms and that the food provided to residents is not of good quality. LPA interviewed Resident #1 (R1) who stated that the facility provided them with a tray service and delivered food to their room. R1 stated that they had received many inadequate meals that were burnt, raw, or over salted and that meals delivered arrived cold. LPA Byrne conducted a physical plant tour of the facility and observed the facility to have a sufficient supply of two (2) days perishable and seven (7) days non-perishable foods. LPA interviewed facility staff including the Director of Dining, caregivers, a sous chef, and a server. Staff interviewed stated that R1 received all meals via tray service delivered to their room. Staff #1 (S1) stated that originally, R1 would write their food order for a meal on a menu and the caregiver assisting R1 would take the order down to kitchen staff. S1 stated that ordering this way led to delays in R1 receiving food at the times they requested it so R1 was instructed to call in food orders directly to the dining room. The Director of Dining confirmed that R1 was requested to call in their food orders. The Director of Dining stated that they expected R1’s food orders at certain times during the day and if they had not heard from R1 they would personally call to R1’s room to take their order. Interviews with staff and residents revealed that there have been times where the food that is ordered takes longer than normal to be served to the residents and due to this delay residents were served cold meals. Residents interviewed stated that if notified staff will take the meal back to warm it up or will remake the meal. Staff interviewed confirmed that at resident’s request meals are reheated and denied ever refusing to reheat or remake a resident’s meal. Although the allegation may have happened or is valid there is insufficient evidence to support the allegation of, “Facility has inadequate food service.” Therefore, the allegation is deemed Unsubstantiated at this time.

CONTINUED ON LIC 9099C.

SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Trevor Byrne
LICENSING EVALUATOR SIGNATURE:	DATE: 07/08/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/08/2026

LIC9099 (FAS) - (06/04)

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Control Number 29-AS-20260204150834

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: 07/08/2026

NARRATIVE

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The allegation of “Facility has inadequate physical activities” alleges that the facility had inadequate physical activities for facility residents to participate in. LPA interviewed R1 who stated that they have not participated in physical activities due to their condition. LPA interviewed Witness #1 (W1) who stated that they heard from other residents of the facility that exercise classes were not being offered at the facility anymore. LPA interviewed Executive Director (ED) Grace Hartnett who informed LPA that the facility had let go of their previous fitness director in November of 2025 but the facility was in the process of interviewing individuals to fill the role. LPA interviewed ED-I who informed LPA that a new Fitness Director was hired on 02/11/2026. ED-I denied any resident complaints about the new Fitness Director. Resident’s interviewed denied having concerns about the amount of activities offered at the facility. LPA observed the facility’s activity calendar across multiple days of inspection and observed an average of four (4) exercise (body) activities, four (4) mind activities, one (1) music (Comfort) activity, five (5) social (Connection) activities, and four (4) creative activities offered on a daily basis. Although the allegation may have happened or is valid there is insufficient evidence to support the allegation of, “Facility has inadequate physical activities.” 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: 07/08/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/08/2026

LIC9099 (FAS) - (06/04)

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