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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197609050
Report Date: 03/08/2022
Date Signed: 03/08/2022 02:47:38 PM



STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE DR #100
MONTEREY PARK, CA 91754
This is an official report of an unannounced visit/investigation of a complaint received in our office on
02/22/2022 and conducted by Evaluator Troy Agard
PUBLIC
COMPLAINT CONTROL NUMBER: 11-AS-20220222090108
FACILITY NAME:TERRAZA OF CHEVIOT HILLSFACILITY NUMBER:
197609050
ADMINISTRATOR:JOEY ALVARADOFACILITY TYPE:
740
ADDRESS:3340 SHELBY DRTELEPHONE:
(310) 837-9181
CITY:LOS ANGELESSTATE: CAZIP CODE:
90034
CAPACITY:100CENSUS: 44DATE:
03/08/2022
UNANNOUNCEDTIME BEGAN:
09:33 AM
MET WITH:Administrator, Doina "Stephanie" Radu TIME COMPLETED:
03:00 PM
ALLEGATION(S):
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Staff did not maintain a comfortable room temperature for resident.
Resident’s air conditioner is in disrepair.
Staff withholds toilet paper from residents.
INVESTIGATION FINDINGS:
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On 03/08/2022 Licensing Program Analyst (LPA) Troy Agard conducted a subsequent complaint investigation at the above facility to address the following allegations. LPA Agard was met with Administrator, Doina "Stephanie" Radu and explained the purpose of the visit was to gather information regarding this complaint.

The investigation consisted of the following: On 02/25/2022, LPA conducted a 10-day visit and met with Administrator. LPA completed interviews and requested copies of facility records. LPA requested: Staff and Client roster. On 02/28/2022, LPA conducted additional interviews and requested additional documents.

On 03/08/2022, LPA Agard delivered findings.

Continued on 9099C
Unsubstantiated
Estimated Days of Completion:
SUPERVISOR'S NAME: Angela J KendrickTELEPHONE: (323) 981-3347
LICENSING EVALUATOR NAME: Troy AgardTELEPHONE: (323) 981-1755
LICENSING EVALUATOR SIGNATURE:

DATE: 03/08/2022
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/08/2022
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 11-AS-20220222090108
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE DR #100
MONTEREY PARK, CA 91754
FACILITY NAME: TERRAZA OF CHEVIOT HILLS
FACILITY NUMBER: 197609050
VISIT DATE: 03/08/2022
NARRATIVE
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Regarding the allegation: Staff did not maintain a comfortable room temperature for resident. It’s being alleged the facility failed to provide resident(s) with a comfortable room temperature. The investigation revealed the following: 7 out of 7 staff interviewed generally could not confirm the allegation to be true. S1-7 either could not recall the approximate room temperature or was completely unaware there was an issue.

During interviews with the residents the following was revealed. 3 of the 6 generally denied the allegation to be true. 2 confirmed the allegation to be true. 1 resident was unable to interview. R1 was unavailable for an interview. Both R3 and R4 states not remembering the exact temperature but described it as very warm. Both R3 and R4 were unable to provide duration or time frame the room was not at a comfortable temperature. R2, R5 and R6 all report not having any issues with their A/C, heater or room temperature.

Regarding the allegation: Resident’s air conditioner is in disrepair. It’s being alleged that a resident’s air conditioning (A/C) is in disrepair. The investigation revealed the following: 3 out of 7 staff interviewed generally confirmed this allegation to be true. S1 states, “this happened around the 25th of January. They reported us to the health department, who came to investigate. It wasn’t that the unit was broken, it just needed to be recalibrated because someone had been messing with the thermostat. The health department explained that it is not mandatory to have an AC but rather the temperatures should not exceed or drop to a certain level which it hadn’t. We still called in a company to have it looked at but the work they did was very minimal.” S2 states, “there were some residents complaining about something one day. Maintenance checked it out and the next day they were not complaining.” S7 states, “yes, they complained but I don’t know if it was broken. I don’t remember when the complaint was made. It got fixed quickly. I don’t remember how long it took, though.” S3, S4, S5 and S6 all state not being aware that there was an issue.

During interviews with the residents the following was revealed. 3 of the 6 generally denied the allegation to be true. 2 confirmed the allegation to be true. 1 resident was unable to interview. R1 was unavailable for an interview. R2 states, “A/c and heat both work good. I don’t have any problems with that.” R3 and R4 state, “Yes, we had problems with our A/C and thermostat unit. I think it went on for weeks or so. I don’t have the exact dates. The administrator promised to bring up a portable unit, but she never did. The maintenance director finally brought it to us. It’s right over there (pointing). Our A/c got fixed after we complained.” R4: “It took a while for the A/C to get fixed until maintenance came and did something about it. I don’t know exact
Cont. on 9099C
SUPERVISOR'S NAME: Angela J KendrickTELEPHONE: (323) 981-3347
LICENSING EVALUATOR NAME: Troy AgardTELEPHONE: (323) 981-1755
LICENSING EVALUATOR SIGNATURE:

DATE: 03/08/2022
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/08/2022
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 11-AS-20220222090108
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE DR #100
MONTEREY PARK, CA 91754
FACILITY NAME: TERRAZA OF CHEVIOT HILLS
FACILITY NUMBER: 197609050
VISIT DATE: 03/08/2022
NARRATIVE
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dates; I’m just going with what my roommate told me.” R5 and R6 both confirm not having any issues with this A/C or Heater.

Regarding the allegation: Staff withholds toilet paper from residents. It’s being alleged residents are being denied toilet paper. The investigation revealed the following: 7 out of 7 staff interviewed denied the allegation to be true. S1 states, “housekeeping came to me and told me that we were out of toilet paper. I asked how that could be and they informed me they had been giving 1 role every day to everybody. I looked into our admissions agreement and there is nothing stating anything about us being required to give toilet paper daily. I have a budget and I need to stay within the budget. S6 stated we could give 2 roles per week on the residents housekeeping day.” S2 states, “I helped them make the chart to track inventory. The point S1 wanted me to make to the housekeepers was residents were to receive 2 toilet paper roles per resident on their cleaning day.” S3 states, “before we used to give out a roll per day. S1 said to put only 2 per week.” S4 states, “yes, I heard something about it. The residents use a lot of toilet paper but usually they have enough. No one usually runs out.” S6 states, “the toilet paper issues started with R1 and R2, who collected toilet paper. We decided we could not sustain this. It’s 48 roles per month. I had S1 put a policy together. We would provide 2 per week, per resident and additional as needed, but 2 roles per day is not reasonable.”

During interviews with the residents the following was revealed. 5 of the 6 denied the allegation to be true. 1 resident was unable to interview. R1 was unavailable for an interview. R2 states, “they are given only 2 rolls per week. I can understand why but still I don’t like it. I don’t like the change. I don’t know if 2 rolls are good enough for everyone. I’m conservative. I only use what I need. Speaking for myself I’m good.” R3 states, “we only get 2 rolls per person, per week. They changed it. We used to get 2 rolls per day, every day. That was 2 x 7. We told them we want it to go back to the way it was before because 2 is not enough.” R4 confirmed receiving but states, “it’s not enough. Enough would be more than what we are currently getting. It should not be rationed.” R5 states, “No, no issues with the toilet paper here. They are keeping me well supplied.” LPA observed a chart used to track the supplies given with the resident’s signature acknowledging receipt of toilet paper weekly.

Based on LPA’s observation, interviews conducted, and record review, the preponderance of evidence standard has not been met. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is unsubstantiated.

An exit interview was conducted, and a copy of the report was given.
SUPERVISOR'S NAME: Angela J KendrickTELEPHONE: (323) 981-3347
LICENSING EVALUATOR NAME: Troy AgardTELEPHONE: (323) 981-1755
LICENSING EVALUATOR SIGNATURE:

DATE: 03/08/2022
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/08/2022
LIC9099 (FAS) - (06/04)
Page: 3 of 3