197610489-3-30-2026-31-AS-MGFS-DUHRUZ-20260528132046

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 197610489
Report Date: 03/30/2026
Date Signed: 03/30/2026 04:05:51 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.RO, 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
03/26/2026 and conducted by Evaluator Leslie Ngo-Castaneda

COMPLAINT CONTROL NUMBER: 31-AS-20260326155424

FACILITY NAME:	VELVET CARE 2		FACILITY NUMBER:	197610489
ADMINISTRATOR:	PAROYAN, NAIRA		FACILITY TYPE:	740
ADDRESS:	16909 CITRONIA STREET		TELEPHONE:	(310) 480-2009
CITY:	NORTH HILLS	STATE: CA	ZIP CODE:	91343
CAPACITY:	6	CENSUS: 4	DATE:	03/30/2026
		UNANNOUNCED	TIME BEGAN:	09:00 AM
MET WITH:	Naira Paroyan- administrator		TIME COMPLETED:	04:35 PM

ALLEGATION(S):

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Staff did not meet resident's incontinence care needs.
Staff spoke inappropriately to residents
Staff did not allow residents to leave their beds

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Leslie Ngo-Castaneda conducted an unannounced initial visit for the above allegation. LPA met with staff designee (S1), Cynthia Sherriel, and explained the reason for the visit. At 10:17 AM administrator, Naira Paroyan, arrived and was informed of the reason of the visit.

LPA took a tour of the physical plant at 9:05AM. At 9:21 AM, LPA interviewed the administrator (S3) and two (2) staff. At 10:20 AM, LPA interviewed a total of four (4) residents. At 11:00 AM LPA conducted a records review of R1's file, as well as other relevant documents, including the physician's report, admission agreement, LIC 500 (staff roster), resident roster (LIC 9020), preplacement appraisal, and other pertinent documents.

Allegation: Staff did not meet the resident's incontinent care needs.

Continue to LIC 9099-C

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Mary G Flores
LICENSING EVALUATOR NAME: Leslie Ngo-Castaneda
LICENSING EVALUATOR SIGNATURE:	DATE: 03/30/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/30/2026

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 31-AS-20260326155424

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

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

FACILITY NAME: VELVET CARE 2	FACILITY NUMBER: 197610489
	VISIT DATE: 03/30/2026

NARRATIVE

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It is alleged that resident #1 (R1) would wait up to three (3) to four (4) hours to be assisted with incontinence care. Interviews with four (04) out of four (04) residents revealed they have their incontinence needs met in a timely manner. Residents' interviews revealed that they are being changed, cleaned, checked, and repositioned every two (2) hours and do not leave residents soiled for an extended time. Residents' interview revealed that R1 is very demanding and would yell at the staff to be assisted immediately. Interviews with the administrator and staff revealed that residents are being checked every two (2) hours. S1 stated that residents would wait at most ten (10) minutes, not hours, when staff are preoccupied. During the physical plant tour, LPA did not experience any malodor. A review of R1’s Home Health documents indicate Home Health nurse, PT and OT visited the facility for assistance with physical therapy, occupational therapy, and checking vitals.

Based on interviews and observations, staff assist residents in a timely manner. Therefore, the allegation is deemed UNSUBSTANTIATED at this time.

Allegation: Staff spoke inappropriately to residents

It is alleged that staff would say to R1 to “go to sleep” when requested to be changed. During interviews with residents, all residents stated that staff do not say things to them like “go to sleep” and staff treat them with respect and dignity. During interviews with staff, all staff stated they treat residents with respect and dignity. Staff added that they do not tell residents “go to sleep”; they can sleep whenever they want. Whenever assistance is requested by residents, it is provided, and staff would never speak inappropriately.

Based on interviews, there is not enough information to verify the allegation. Therefore, the allegation is UNSUBSTANTIATED at this time.

Allegation: Staff restricted residents from leaving their beds

It is alleged that facility staff restricted R1 from leaving their beds. Interview with the Administrator and staff stated that residents are not restricted from leaving their beds. Additionally, staff reported accompanying residents when necessary for safety reasons. Continue to LIC 9099-C

SUPERVISORS NAME: Mary G Flores
LICENSING EVALUATOR NAME: Leslie Ngo-Castaneda
LICENSING EVALUATOR SIGNATURE:	DATE: 03/30/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/30/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 3

Control Number 31-AS-20260326155424

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

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

FACILITY NAME: VELVET CARE 2	FACILITY NUMBER: 197610489
	VISIT DATE: 03/30/2026

NARRATIVE

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R1’s physician report notes their bed-bound. Interviews with four (4) out of four (4) residents stated they are not restricted from their beds and may walk around or leave the facility unattended if independent. unattended if independent. LPA observed half bed rails in R1’s bed and a bed rail physician’s order was observed on file.

Based on observation and interviews, this allegation is deemed Unsubstantiated at this time.

Exit interview conducted, and a copy of this report signed and delivered.

SUPERVISORS NAME: Mary G Flores
LICENSING EVALUATOR NAME: Leslie Ngo-Castaneda
LICENSING EVALUATOR SIGNATURE:	DATE: 03/30/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/30/2026

LIC9099 (FAS) - (06/04)

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