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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198320179
Report Date: 01/14/2025
Date Signed: 01/14/2025 03:36:44 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
This is an official report of an unannounced visit/investigation of a complaint received in our office on
01/02/2025 and conducted by Evaluator Ernand Dabuet
PUBLIC
COMPLAINT CONTROL NUMBER: 11-AS-20250102134203
FACILITY NAME:SUNRISE OF BEVERLY HILLSFACILITY NUMBER:
198320179
ADMINISTRATOR:ZACHARY MICHAEL HOWELLFACILITY TYPE:
740
ADDRESS:201 NORTH CRESCENT DRIVETELEPHONE:
(310) 274-4479
CITY:BEVERLY HILLSSTATE: CAZIP CODE:
90210
CAPACITY:127CENSUS: 77DATE:
01/14/2025
UNANNOUNCEDTIME BEGAN:
09:59 AM
MET WITH:Zachary Howell TIME COMPLETED:
11:59 AM
ALLEGATION(S):
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Staff did not ensure residents room was kept clean.
Staff did not provide shower assistance to resident in care.
Resident was not provided good quality food.
INVESTIGATION FINDINGS:
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On January 14,2025, an associate from the California Department of Social Services/Community Care Licensing (CDSS/CCL) conducted a subsequent, unannounced complaint visit. The Senior General Manager, Zachary Michael Howell, greeted the associate. The associate explained that the purpose of this visit was to investigate the allegations mentioned above.

The investigation included a tour of the facility, interviews, and the collection of records. Interviews were conducted with staff members #1 to #6 (S1-S6) and residents #1 to #7 (R1-R7). The associate reviewed several documents, including the Personnel Report LIC 500 (dated 10/23/24), the Facility Roster (dated 01/10/25), the Resident Council Meeting (dated 12/17/24), the Facility Shower Schedule Log (dated: 01/01/25-01/10/25), the Housekeeping Staff Schedule, Facility Daily Menu, Dietitian's Quarterly Assurance Report (dated 10/03/24), and (R1-R7) Facility Face Sheets.

(Evaluation Report continues LIC 9099-C)
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Ernand Dabuet
LICENSING EVALUATOR SIGNATURE:

DATE: 01/14/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/14/2025
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 5
Control Number 11-AS-20250102134203
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: SUNRISE OF BEVERLY HILLS
FACILITY NUMBER: 198320179
VISIT DATE: 01/14/2025
NARRATIVE
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INVESTIGATION REVEALED THE FOLLOWING:

Allegation #1: Staff did not ensure residents room was kept clean.

The complaint alleged that the facility does not keep residents' rooms clean. It is reported that staff do not maintain the upkeep of the resident's refrigerator, which contained old food that smelled with odor. It is also noted that the staff would stack cleaned, laundered clothes on top of dirty ones. No further details were provided regarding this issue.

On January 10, 2025, between 9:15 AM and 10:50 AM, the Department interviewed all three staff members identified as Staff #1, Staff #2, and Staff #3 regarding the allegation, which they claimed was fabricated. Staff #1 and Staff #2 mentioned that the facility employs four housekeepers, and each staff member is responsible for cleaning an entire floor. They stated that housekeeping and laundry services are included as part of the living accommodations outlined in the Residency Agreement, with services provided once a week or as needed.

Staff #1 and Staff #3 noted that the housekeeping team is responsible for the upkeep and cleaning of the refrigerator. However, it was reported that residents often refuse housekeeping services, including the cleaning of refrigerators and the disposal of expired food items. In such cases, Staff #3 stated they would notify the maintenance coordinator and the front desk.

Staff #4 confirmed that laundry services are also provided once a week or as needed. Residents are instructed to prepare their dirty clothes in a laundry bag and place it outside their door on designated laundry days. The clean, laundered clothes are returned in bags marked with the date, room number, and a “Clean” label. Staff #4 noted that the clean laundry is never placed on top of the dirty clothes.

On January 10 and 14, 2025, between 10:20 AM and 11:20 AM, the Department conducted interviewed (7) out of (7) residents, identified as R#1 through R#7. None of the residents could verify the allegations made. R#1 - R#7 reported that the housekeeping and laundry staff provided adequate services. They confirmed that housekeeping is performed once a week, and they also stated that it is the residents' responsibility to maintain their rooms in a clean and sanitary condition, which includes keeping the refrigerator clean. Additionally, R#1 through R#7 expressed that they had no issues or concerns regarding the handling of their laundry.

(Evaluation Report continues LIC 9099-C)

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Ernand Dabuet
LICENSING EVALUATOR SIGNATURE:

DATE: 01/14/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/14/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 5
Control Number 11-AS-20250102134203
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: SUNRISE OF BEVERLY HILLS
FACILITY NUMBER: 198320179
VISIT DATE: 01/14/2025
NARRATIVE
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The Department's review of the facility's housekeeping schedule revealed that staff members service rooms once a week. According to the facility's Residency Agreement, Article VI, Section A, subsections #1 and #2 specify that laundry and housekeeping services are included in the living accommodations. It also states that under "Housekeeping," residents are responsible for keeping their suites clean and sanitary.

On January 10 and 14, 2025, between 9:30 AM and 11:20 AM, the Department inspected rooms #116, #119, #202, #211, #212, #218, and #317. The inspections noted that these rooms and refrigerators were maintained orderly, clean, and sanitary.

Based on the gathered information, insufficient evidence supports the stated allegation.

Allegation #2: Staff did not provide shower assistance to resident in care.

The complaint indicated that facility staff did not provide shower assistance to residents in care. It was reported that a resident had not received a shower in over a week. No further details were provided regarding this issue.

On January 10, 2025, between 9:15 AM and 10:50 AM, the Department interviewed (2) out of (2) staff members, identified as Staff #1 and Staff #6, who claimed that the allegation was false. They stated that residents are being assisted with bathing as part of their Personal Assistance and Care. According to the residents' care plans, assistance is provided with activities of daily living, including bathing, dressing, ambulating, and help with medications and scheduling medical and dental appointments. Staff #1 and Staff #6 disputed the claim that a resident had gone without bathing services for over a week. Staff #6 noted that residents receive bathing assistance ranging from once a week to daily services, depending on each resident's care plan. Additionally, if a resident refuses bathing, the lead care manager will offer sponge baths as an alternative.

On January 10 and 14, 2025, between 10:20 AM and 11:20 AM, the Department interviewed (7) out of (7) residents, identified as R#1 through R#7, who could not validate the allegation. R1 through R7 reported no complaints or concerns regarding bathing assistance and expressed satisfaction with the services provided by the staff.

(Evaluation Report continues LIC 9099-C)

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Ernand Dabuet
LICENSING EVALUATOR SIGNATURE:

DATE: 01/14/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/14/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 5
Control Number 11-AS-20250102134203
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: SUNRISE OF BEVERLY HILLS
FACILITY NUMBER: 198320179
VISIT DATE: 01/14/2025
NARRATIVE
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A review of the Residency Agreement, specifically Article VI, Section B regarding Services to Residents in the Community, revealed that bathing is included as an essential service offered. An audit of the resident Shower Log (dated 01/01/25 - 01/10/25) confirmed that residents were assisted with bathing once a week, or on all seven days.

Based on the information gathered, there is insufficient evidence to support the stated allegation.

Allegation #3: Resident was not provided good quality food.

The complaint states that the facility does not provide high-quality food to its residents. Many residents have expressed their dissatisfaction with the food quality, although no further details were provided regarding this issue.

On January 10, 2025, between 9:15 AM and 10:20 AM, the Department interviewed (2) out (2) staff members, identified as Staff #1 and Staff #5, who both claimed that the allegation was false. They indicated that the facility employs registered dietitians who assess the nutritional needs of the residents and monitor their meal plans. Additionally, Staff #1 and Staff #5 mentioned that Crandall Corporate Dietitians oversee the meals and conduct quarterly audits to ensure compliance.

According to Staff #1 and Staff #5, the meals served to residents meet health standards, are of good quality, and provide adequate portions. Staff #5 specifically remarked that no substandard meals are served. Furthermore, the facility offers meal substitutes and can accommodate residents with special dietary restrictions. S1 and S6 claimed the food supply is provided Sysco a reputable company.

On January 10 and 14, 2025, between 10:20 AM and 11:20 AM, the Department interviewed (7) out of (7) residents, identified as R#1 – R#7, who could not corroborate this allegation. R1-R7 reported that the meals served are high-quality and adequately cooked. In addition, the facility offers meal substitute options and caters to residents with special diet restrictions.

The Department reviewed the lunch served on January 10, 2025, which provided a healthy and balanced diet consisting of protein, carbohydrates, fats, and vegetables. An examination of the facility's Daily Menu (dated 01/10/25) and the Crandall Corporate Dietitian Assisted Living Quarterly Audit Report (dated 10/03/24) indicated that the facility meets standards with a Meal Service rating of 100%, a Nutritional Assessment score of 83%, and an overall Quality Control Compliance rating of 97%.

(Evaluation Report continues LIC 9099-C)

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Ernand Dabuet
LICENSING EVALUATOR SIGNATURE:

DATE: 01/14/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/14/2025
LIC9099 (FAS) - (06/04)
Page: 4 of 5
Control Number 11-AS-20250102134203
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: SUNRISE OF BEVERLY HILLS
FACILITY NUMBER: 198320179
VISIT DATE: 01/14/2025
NARRATIVE
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On January 14, 2025, the Department conducted an inspection of the food supply. The Department found that the food was stored safely and prepared using proper hygiene practices. The items were labeled correctly, and all foods were maintained at safe temperatures.

Additionally, a review of the facility’s Resident Council Meeting notes (dated 12/17/24) highlighted that dining services were discussed, and there were no complaints or concerns raised about the meals.

Based on the gathered information, there is insufficient evidence to support the stated allegation.

Based on the information collected from the facility inspection, observations, interviews, and records analysis, the Department found no evidence to support the above allegation. While the allegation may be valid or have occurred, there is insufficient evidence to establish whether the alleged violation took place or did not. Therefore, the allegation is deemed unsubstantiated.

An exit interview was conducted with Zachary Howell, and copies of the reports were provided.

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Ernand Dabuet
LICENSING EVALUATOR SIGNATURE:

DATE: 01/14/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/14/2025
LIC9099 (FAS) - (06/04)
Page: 5 of 5