197609311-11-14-2022-11-AS-MVAO-CLXPS9-20221209103357

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 197609311
Report Date: 11/14/2022
Date Signed: 11/14/2022 03:30:41 PM

Unsubstantiated

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
02/17/2022 and conducted by Evaluator Troy Agard

PUBLIC

COMPLAINT CONTROL NUMBER: 11-AS-20220217143416

FACILITY NAME:	WATERMARK AT BEVERLY HILLS, THE		FACILITY NUMBER:	197609311
ADMINISTRATOR:	STEPHANIE WALTERS		FACILITY TYPE:	740
ADDRESS:	220 N CLARK DRIVE		TELEPHONE:	(310) 860-9234
CITY:	BEVERLY HILLS	STATE: CA	ZIP CODE:	90211
CAPACITY:	75	CENSUS: 47	DATE:	11/14/2022
		UNANNOUNCED	TIME BEGAN:	10:12 AM
MET WITH:	Keith Bernabe, Wellness Program Director		TIME COMPLETED:	03:30 PM

ALLEGATION(S):

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Staff are not providing adequate food service to resident's
Staff are not providing adequate activities to resident's
Facility gym equipment is in disrepair
Facility is dirty

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Troy Agard conducted a subsequent complaint investigation for the allegations listed above. LPA met with Keith Bernabe, Wellness Program Director and explained the purpose of this visit is to gather information regarding the complaint allegations.

On 02/18/2022 LPA Agard toured the facility grounds for the main building of the Residential Care Facility for the Elderly (RCFE). The facility has five (5) floors and two underground parking levels. The first floor includes the reception area, dining room, food service area, Administration offices, salon, medication and records room. Also, there is a patio area on the first floor that has tables and chairs for resident’s use, along with common bathrooms. The facility also has 60 resident bedrooms, and 60 resident bathrooms. Each floor has a common washer and dryer, a common restroom. Each floor has a different activity room except the 3rd floor which has a guest suite. LPA requested copies of the following: 1) a copy of the resident roster, 2) copy of staff roster, 3) meal menus and 4) a list of recreational activities. Requested documents were received at the time of visit. On 11/14/2022, LPA Agard delivered findings.

Cont. on 9099C

Unsubstantiated

Estimated Days of Completion:

SUPERVISOR'S NAME: Ulysses Coronel	TELEPHONE: (323) 981-1755
LICENSING EVALUATOR NAME: Troy Agard	TELEPHONE: (323) 400-7109
LICENSING EVALUATOR SIGNATURE:	DATE: 11/14/2022

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/14/2022

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 4

Control Number 11-AS-20220217143416

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: WATERMARK AT BEVERLY HILLS, THE	FACILITY NUMBER: 197609311
	VISIT DATE: 11/14/2022

NARRATIVE

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The investigation revealed the following… regarding the allegation: Staff are not providing adequate food service to residents. “It’s being alleged the food is very bad.” LPA interviewed 4 out of a total of 47 residents. 1 out of 4 confirmed the allegation. R1 states, “the food is repetitive. I’m not saying the food is spoiled but they do serve veggies that are not so fresh sometimes.” R2 states, “I have no problem with that.” R3 states, “I think the food is really good.” R4 states, “I don’t agree with that. I think the food is fine. In fact, the food service is one of the best.”

During interviews with staff, LPA interviewed 4 out of a total of 40. 0 out of 4 confirmed the allegation. S1 states, “I feel like every resident has different needs. For some, the food is good and for some it’s not good. Not everyone likes the same food and others may not feel satisfied, but I think we do try to give them good meals. We try to meet the needs of each resident, but we can’t please everyone. It’s just impossible. However, the food is always fully cooked.” S2 states, “residents complain but we try to explain with the meds it can make their food taste different. Four people can sit at the same table but feel different about the food. Some people’s pallet are different, and they complain about it.” S3 states, “no, I came from the kitchen. For example, one day we made chicken pot pie from scratch. We spoke to 3 residents that all had different opinions.” S4 states, “I don’t think so. They have all the food you can think of. I don’t know what the problem is. The staff eat the same food, so it won’t go to waste and the food is good. I don’t think there is anything wrong with it.”

Regarding the allegation: Staff are not providing adequate activities to residents. “It’s being alleged the facility hired a new activity director that is not qualified. The activity director is not fulfilling the resident’s list of activities that they would like to do.” During interviews with residents, 0 out of 4 confirmed the allegation. R1 states, “that was before we got a new activities director. S3 is trying very hard and they are working very hard. We have more activities now. We are just not going out anymore. We used to go to the theater and museum.” R2 states, “they do have activities, but I don’t usually do them. I might play bingo a few times.” R3 states, “we have exercise groups almost every day and games. We do a lot of walking.” R4 states, “I’m not a good person for that question. I mostly do my own thing.”

During interviews with staff, 1 out of 4 confirmed the allegation. S1 states, “we recently hired an activities Director. Before then, residents would be in their rooms all day.” S2 states, “since Covid, they limited some stuff. The residents were used to going to the beach and stuff like that, but it has been limited due to the

Con.t on 9099C

SUPERVISOR'S NAME: Ulysses Coronel	TELEPHONE: (323) 981-1755
LICENSING EVALUATOR NAME: Troy Agard	TELEPHONE: (323) 400-7109
LICENSING EVALUATOR SIGNATURE:	DATE: 11/14/2022

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/14/2022

LIC9099 (FAS) - (06/04)

Page: 2 of 4

Control Number 11-AS-20220217143416

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: WATERMARK AT BEVERLY HILLS, THE	FACILITY NUMBER: 197609311
	VISIT DATE: 11/14/2022

NARRATIVE

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outbreaks. Activities are mostly in house now.” S3 states, “they weren’t doing much activities due to Covid. We were giving them packets and items they could have done while isolated.” S4 states, “they have activities. They had to stop the movies because of covid. It’s only now that things are open again. The residents are going out, but they had to stop them for a while back then.”

Regarding the allegation: Facility gym equipment is in disrepair. “It’s being alleged the gym has a new step machine that has been broken for the last month. There is a work order for it and it’s not being fixed and having only one machine is not good.” During interviews with residents, 0 out of 4 confirmed the allegation. R1 states, “it was in the past. It wasn’t kept up to date. However, they fixed the issues.” R2 states, “I don’t use their gym, so I don’t know. R3 states, “I don’t use the gym, but we exercise almost every day.” R4 states, “I don’t know anything about that.”

During interviews with staff, 1 out of 4 confirmed the allegation. S1 states, “I agree. The bathroom door in the fitness center doesn’t lock. I thought that they got it fixed but they didn’t. I believe only two machines work.” S2 states, “no resident has complaint about it. I know of three people that use the gym every day, but I haven’t heard anything from them.” S3 states, “I have to make sure they are working. I haven’t heard any complaints.” S4 states, “never heard that. The residents are using it. It’s 100% working.

Regarding the allegation: Facility is dirty. It’s being alleged the windows in the facility are filthy and you can’t see out of them and the carpet is dirty with spots. During interviews with residents, 1 out of 4 confirmed the allegation. R1 states, “it’s been better. They said we were going to get new carpet and paint but when is a good guess. The facility needs updating if you know what I mean.” R2 states, “I don’t see that so much.” R3 states, “the facility is very clean. If it’s not, I tell them.” R4 states, “not sure what they mean by that. The carpet might need attention. Overall, I don’t think its dirty. That’s kind of a strong word.”

During interviews with staff, 3 out of 4 confirmed the allegation. S1 states, “I do agree, in terms of the carpet. It has been cleaned but maybe it just needs to be replaced.” S2 states, “that is true, the carpet needs cleaning.” S3 states, “yes, the carpet, they have been washed and cleaned but it needs to be replaced.” S4 states, “it is clean, and I love it here. Compared to other facility’s this one is good and clean.

Cont on 9099C

SUPERVISOR'S NAME: Ulysses Coronel	TELEPHONE: (323) 981-1755
LICENSING EVALUATOR NAME: Troy Agard	TELEPHONE: (323) 400-7109
LICENSING EVALUATOR SIGNATURE:	DATE: 11/14/2022

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/14/2022

LIC9099 (FAS) - (06/04)

Page: 3 of 4

Control Number 11-AS-20220217143416

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: WATERMARK AT BEVERLY HILLS, THE	FACILITY NUMBER: 197609311
	VISIT DATE: 11/14/2022

NARRATIVE

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LPA reviewed the following… regarding the allegation: staff are not providing adequate food service to residents. LPA reviewed the food menu for October and November and observed a balance meal being offered to the residents. All menus offer a starter, main course, vegetables and dessert. Regarding the allegation: staff are not providing adequate activities to residents. LPA reviewed the activities calendar for February and November 2022 and observed plenty of recreational activities offered to the residents between the hours of 9:15am to 6:30pm. Regarding the allegation: Facility gym equipment is in disrepair: LPA observed 3 machines used for cardio. All machines were in working condition. LPA observed bathroom door lock to be functioning properly. Regarding the allegation: Facility is dirty. LPA conducted a walkthrough of common areas. LPA observed some spots in the carpet that have been addressed as best they could. LPA did not find the facility to be dirty. Nor was LPA unable to see through any windows at the facility.

Based on LPA’s observation, interviews conducted, and record review, the preponderance of evidence standard has not been met. Although the allegation(s) 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(s) are unsubstantiated.

SUPERVISOR'S NAME: Ulysses Coronel	TELEPHONE: (323) 981-1755
LICENSING EVALUATOR NAME: Troy Agard	TELEPHONE: (323) 400-7109
LICENSING EVALUATOR SIGNATURE:	DATE: 11/14/2022

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/14/2022

LIC9099 (FAS) - (06/04)

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