197610121-4-15-2026-31-AS-NMAN-DXAVE6-20260825162146

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 197610121
Report Date: 04/15/2026
Date Signed: 04/15/2026 04:48:44 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.ASC, 21731 VENTURA BLVD., STE. 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 Nicholas Reed

COMPLAINT CONTROL NUMBER: 31-AS-20260116105124

FACILITY NAME:	WEST HILLS ASSISTED LIVING		FACILITY NUMBER:	197610121
ADMINISTRATOR:	EDGARDO GALANG		FACILITY TYPE:	740
ADDRESS:	7055 SHOUP AVENUE		TELEPHONE:	(818) 883-7201
CITY:	WEST HILLS	STATE: CA	ZIP CODE:	91307
CAPACITY:	90	CENSUS: 62	DATE:	04/15/2026
		UNANNOUNCED	TIME BEGAN:	09:30 AM
MET WITH:	Chris Salvador and Ed Galang		TIME COMPLETED:	04:45 PM

ALLEGATION(S):

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Facility is in disrepair
Staff are double diapering residents in care
Residents’ medications were not ordered in a timely manner
Staff did not follow the residents’ modified diet
Staff argue in front of residents in care

INVESTIGATION FINDINGS:

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At approximately 9:30 a.m. on 04/15/26 Licensing Program Analyst (LPA) Nicholas Reed conducted an unannounced complaint visit. LPA met with staff and later the administrator and disclosed the reason for the visit.

To investigate the allegations above, LPA conducted an initial visit on 01/23/26 and toured the facility inside and out at 9:00 a.m., interviewed staff, residents, and a witness between 9:15 a.m. and 12:45 p.m., and conducted a record review of pertinent records at 11:15 a.m. Today LPA toured the facility at 9:45 a.m., interviewed staff and at least ten (10) percent of residents [seven (07) out of sixty-two (62) residents] between 10:00 a.m. and 4:30 p.m. and requested additional pertinent records at 1:00 p.m.
Regarding the allegation "Facility is in disrepair" it was alleged the facility roof has a leak, mold in the stairwells, broken washing machines, and the front door has a broken lock. Interview with the Director at 11:00 a.m. on 01/23/26 revealed the roof did have a leak, and the facility requested maintenance from a professional immediately.

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Naira Margaryan
LICENSING EVALUATOR NAME: Nicholas Reed
LICENSING EVALUATOR SIGNATURE:	DATE: 04/15/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/15/2026

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 4

Control Number 31-AS-20260116105124

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.ASC, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364

FACILITY NAME: WEST HILLS ASSISTED LIVING	FACILITY NUMBER: 197610121
	VISIT DATE: 04/15/2026

NARRATIVE

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Mold in the staircase was caused by one of the leaks and was cleaned on 01/15/26. The facility has enough washing machines to accommodate resident laundry needs. The front door remains secure and staff supervise the main entrance at all hours of the day. During the facility tour at 9:00 a.m. on 01/23/26, LPA toured two (02) out of two (02) stairwells with the Director. LPA observed no mold in either stairwell. The Director showed one (01) patched and painted section in the rear stairwell where mold was cleaned and disposed of. LPA also observed four (04) out of six (06) washing machines to be operable. At approximately 10:00 a.m. on 03/04/26 during the annual inspection, LPA observed an outside vendor making additional repairs to the roof. At 9:30 a.m. today, LPA observed the front door to be in working order. Record review of work order receipts showed the facility ordered maintenance for the roof immediately. Interviews with seven (07) out of seven (07) residents revealed they had no issues with the facility’s state of repair. Based on observations, interviews, and record review, the facility has taken reasonable and timely steps to remain in good repair. Therefore, the allegation is deemed UNSUBSTANTIATED at this time.

Regarding the allegation "Staff are double diapering residents in care" it was alleged staff put two diapers on residents instead of changing them properly. Interview with Staff #1 (S1) at 2:15 p.m. today revealed they and other staff never double diaper residents. Interview with Staff #2 (S2) at 2:00 p.m. today revealed only one (01) staff was double diapering residents, Staff #3 (S3). S2 said S3 did not follow the facility incontinence procedures, so S2 provided proper incontinence care in a timely manner to fix S3’s mistake. Interview with the Director at 11:00 a.m. on 01/23/26 confirmed no staff besides S3 put double diapers on residents. S2 checks residents every morning. S2 told management about S3’s improper care. The Director addressed the issue with S3 and eventually terminated their employment. Interviews with seven (07) out of seven (07) residents revealed none have been double-diapered or received improper incontinence care. Based on interviews, although a staff member provided improper incontinence care, other staff and management corrected the issue with no consequence to residents in care. Therefore, the allegation is deemed UNSUBSTANTIATED at this time.

Regarding the allegation "Residents’ medications were not ordered in a timely manner " it was alleged medications were not ordered on time. Interview with S2 revealed medications are ordered in the afternoon and evening by Staff #4 (S4) and Staff #5 (S5). S2 said they have never run out of medications. No residents have missed routine or pain medications. All physician orders have been followed. Interview with the Director at 11:00 a.m. on 01/23/26 confirmed no residents have run out of medications, all physician orders are followed, and no refills have been delayed.

SUPERVISORS NAME: Naira Margaryan
LICENSING EVALUATOR NAME: Nicholas Reed
LICENSING EVALUATOR SIGNATURE:	DATE: 04/15/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/15/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 4

Control Number 31-AS-20260116105124

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.ASC, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364

FACILITY NAME: WEST HILLS ASSISTED LIVING	FACILITY NUMBER: 197610121
	VISIT DATE: 04/15/2026

NARRATIVE

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Interview with S4 at 4:30 p.m. today revealed they and the administrator order refills. The facility has not had issues with running out of medications. Interviews with seven (07) out of seven (07) residents revealed they have not had issues with medication errors or running out of medications. LPA conducted a medication review of three (03) residents at 11:30 a.m. today. All resident medications were maintained in sufficient quantities. Based on interviews, observations, and record review, there is insufficient evidence to verify the validity of the allegation. Therefore, the allegation is deemed UNSUBSTANTIATED at this time.

Regarding the allegation “Staff did not follow the residents’ modified diet”, it was alleged staff did not follow resident modified diets. Interview with S2 revealed staff do follow modified diets, especially diabetic diets. S2 and home health agencies monitor resident blood sugar levels, and they review resident diets. Interviews in the kitchen with Staff #6 (S6) and Staff #7 (S7) at 4:10 p.m. today revealed all modified diets are followed. LPA observed dietary cards, allergy restrictions, and resident preferences posted in the kitchen. Interviews with seven (07) out of seven (07) residents today revealed all of their modified diets and preferences are followed. Based on interviews and observations, staff follow modified diets. Therefore, the allegation is deemed UNSUBSTANTIATED at this time.

Regarding the allegation "Staff argue in front of residents in care" it was alleged the administrator and S1 constantly argue in front of residents. Interview with administrator at 9:15 a.m. on 01/23/26 revealed they never argue with S1, especially not in front of residents. Interview with the Director at 11:00 a.m. on 01/23/26 confirmed the administrator has never argued with S1 in front of residents. The Director noted S1 speaks loudly, but they do not argue. Interview with S1 today at 2:15 p.m. revealed they have never argued with the administrator in front of residents. Interviews with seven (07) out of seven (07) residents confirmed they have never heard S1 and the administrator, nor any other staff, argue in front of them. LPA did not observe staff arguing today or during the initial visit. Based on interviews and observations, staff do not argue in front of residents. Therefore, the allegation is deemed UNSUBSTANTIATED at this time.

No immediate health or safety concerns observed during today’s visit.

Exit interview conducted. Copy of report provided.

SUPERVISORS NAME: Naira Margaryan
LICENSING EVALUATOR NAME: Nicholas Reed
LICENSING EVALUATOR SIGNATURE:	DATE: 04/15/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/15/2026

LIC9099 (FAS) - (06/04)

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