The details of the complaint allege that the facility does not ensure the residents’ (R1) medical needs are met. It was reported that (R1) has back pain and the facility wants to charge $200.00 for additional services. On 7/02/2026, from 9:30am-2:30pm, the department interviewed staff (S1-S3) and residents (R1-R6). 3 of 3 staff denied the allegation that Staff do not ensure resident's medical needs are met. All staff (S1-S3) stated that they do ensure that all residents’ medical needs are being met. All staff stated that it was never brought to their attention that R1 had a back problem. Staff S1 stated that the resident never said there was an issue with back pain and it was not represented in their physician’s report or appraisals. Staff S1 stated that R1 went to the hospital (6/30/2026) because R1 had an unwitnessed fall. S1 stated that R1 stated that they slid off the bed, but when staff asked about pain or injuries R1 denied having any pain or injuries but wanted to go to the hospital anyway.

S1 stated that they submitted an incident report and the resident was taken to the hospital. When asked about additional services for the residents that would cost $200.00. S1 stated that these were optional services that the residents could purchase that are not included in the basic monthly fee. They include incontinence supplies (diapers, wipes, cream, under pad, etc.), haircuts, manicures, and pedicures. S1 stated that these are optional services but not required and that R1 buys their own supplies.

The department interviewed residents (R1-R6) ) about the allegation and 4 of 6 residents that were interviewed stated that the staff does ensure their medical needs are met. One resident could not participate in the interview because of cognitive difficulties. While R1 stated that they get the basic services but no physical therapy.

The department reviewed the Optional Services Document, Admissions Agreement (Dated: 10/04/2025), Preplacement Appraisal (Dated: 10/04/2025), Resident Appraisal (Dated: 10/04/2025), Functional Capability Assessment (Dated: 10/04/2025), Appraisal/Needs and Service Plan (Dated: 10/04/2025), Unusual Incident Report (Dated: 06/30/2026) and did not observe any history of back pain for R1. The department also reviewed the Optional services document that is included in the admissions agreement that describes what services are optional if the resident chooses to purchase them which include: incontinence supplies (diapers, wipes, cream, under pad, etc.), haircuts, manicures, and pedicures.

Report Continued On LIC9099-C

Based on interviews and records reviewed, there is insufficient evidence to support the allegation that Staff do not ensure resident's medical needs are 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.

No citations were issued for this complaint investigation.

An exit interview was conducted with Arlene Feliciano, Administrator, and a hard copy of this Complaint Investigation Report was provided.