198320197-10-16-2023-11-AS-JHAD-CXKQS7-20231114112502

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 198320197
Report Date: 10/06/2023
Date Signed: 10/16/2023 05:16:20 AM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO, 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
08/29/2023 and conducted by Evaluator Ernand Dabuet

PUBLIC

COMPLAINT CONTROL NUMBER: 11-AS-20230829161007

FACILITY NAME:	PLAZA AT WESTWOOD, THE		FACILITY NUMBER:	198320197
ADMINISTRATOR:	VIRGINIA ZENTENO		FACILITY TYPE:	740
ADDRESS:	2228 WESTWOOD BLVD		TELEPHONE:	(323) 217-7877
CITY:	LOS ANGELES	STATE: CA	ZIP CODE:	90064
CAPACITY:	136	CENSUS: 62	DATE:	10/06/2023
		UNANNOUNCED	TIME BEGAN:	08:12 AM
MET WITH:	Luz Rose		TIME COMPLETED:	02:09 PM

ALLEGATION(S):

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Staff handles residents in a rough manner.
Staff do not treat residents with dignity and respect.
Staff locked the resident out of the room.
Staff removed and withheld resident’s personal belongings without consent.

INVESTIGATION FINDINGS:

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On 10/06/23, Licensing Program Analyst (LPA) Ernand Dabuet conducted a subsequent unannounced visit at this facility and was greeted by Executive Director Luz Rose. LPA explained the purpose of this visit is to gather information and conduct interviews with staff for the allegations mentioned above.

The investigation consisted of the following: LPA investigated the allegations mentioned and conducted interviews with residents, staff and witness. Staff and Resident roster, SIR reports, physician's report, ALW appraisal, Summons for Eviction for resident #1 (R1) and other pertinent records associated with this complaint. A tour of the faclity was conducted 09/07/23 and 10/06/23.

(Evalution Report continues on LIC 9099-C)

Unsubstantiated

Estimated Days of Completion:

SUPERVISOR'S NAME: Janae Hammond	TELEPHONE: (323) 981-3328
LICENSING EVALUATOR NAME: Ernand Dabuet	TELEPHONE: (323) 629-5526
LICENSING EVALUATOR SIGNATURE:	DATE: 10/06/2023

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/06/2023

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 11-AS-20230829161007

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO, 1000 CORPORATE DR #100
MONTEREY PARK, CA 91754

FACILITY NAME: PLAZA AT WESTWOOD, THE	FACILITY NUMBER: 198320197
	VISIT DATE: 10/06/2023

NARRATIVE

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INVESTIGATION REVEALED THE FOLLOWING:

Allegation #1: Staff handles residents in a rough manner.
The details of this complaint alleged that staff handles residents in a rough manner. The complainant reported that residents have been observed mistreated by staff. The complainant did not go into details about the allegation who was involved or the time the incidents occurred.

The Department interviewed (8) residents on 09/07/23 between 10:00 am - 2:45 pm. (7) out (8) residents #2-#8 (R2-R8) reported having no issues with staff. (R2-R8) were all complimentary of the staff and stated the staff conducted themselves professionally. On 09/07/23 at 10:00 am resident #1 (R1) was interviewed and unable to provide names of staff or residents or when events were witnessed.

Interviews were conducted on 10/06/23 between 10:00 a.m. - 11:15 a.m. with staff. There were (6) out of (6) staff #1-#6 (S1-S6) who were unable to validate this allegation. (S3-S4) stated that residents in care are vulnerable and that staff are mindful of their interactions with residents. (S1) stated the facility is monitored 24/7 with a surveillance camera to capture any activities and incidents. Based on observation during the visits on 09/07/23 and 10/06/23, the Department observed the staff professionally interacting with residents. Therefore, based on all the information obtained during the investigation, there is no evidence to support the allegation mentioned above.

Allegation #2: Staff do not treat residents with dignity and respect.
The Department interviewed (8) residents on 09/07/23 between 10:00 am - 2:45 pm. (7) out (8) residents #2-#8 (R2-R8) claimed to have no problems with staff. On 09/07/23 at 10:00 am resident #1 (R1) was interviewed named (R2-R3) was not treated with graciousness by staff. (R1) did not elaborate on which staff was involved or when events were witnessed. (R2-R3) described staff to be helpful, thoughtful, and kind and did not have issues with staff.

Interviews were conducted on 10/06/23 between 10:00 a.m. and 11:15 a.m. with staff. There were (6) out (6) staff #1-#6 (S1-S6) who declared this allegation is untrue.

(Evaluation Report continues LIC 9099-C)

SUPERVISOR'S NAME: Janae Hammond	TELEPHONE: (323) 981-3328
LICENSING EVALUATOR NAME: Ernand Dabuet	TELEPHONE: (323) 629-5526
LICENSING EVALUATOR SIGNATURE:	DATE: 10/06/2023

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/06/2023

LIC9099 (FAS) - (06/04)

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Control Number 11-AS-20230829161007

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO, 1000 CORPORATE DR #100
MONTEREY PARK, CA 91754

FACILITY NAME: PLAZA AT WESTWOOD, THE	FACILITY NUMBER: 198320197
	VISIT DATE: 10/06/2023

NARRATIVE

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(S1) reported staff have completed mandatory training courses dealing with Ethics and Code of Conduct, Diversity and Inclusion, and Bullying and Harassment. The facility has zero tolerance for any intolerable behavior. Based on observation during the visits on 09/07/23 and 10/06/23, the Department observed the staff professionally interacting with residents. Therefore, based on all the information obtained during the investigation, there is no evidence to corroborate the allegation mentioned above.

Allegation #3: Staff locked the resident out of the room.
he complainant claimed resident #1 (R1) was locked out of the room. The complainant reported on 05/25/23 (R1) was locked out of (R1's) room and law enforcement was dispatched for assistance.

According to the facility's records, (R1) was admitted on 10/20/21 with no Admissions Agreement signed by the resident. (R1) refused to sign any documentation involving (R1) as resident at this facility. Facility records revealed (R1) was served with a 30-day Notice to Vacate in February 2023 for non-payment of services. In addition, a Summon of Eviction to appear in the Superior Court in California, County of Los Angeles on 08/28/23 was served. On 09/07/23 at 10:00 am resident #1 (R1) was interviewed about this matter and expressed being locked out by staff and did not have access to the room. (R1) admitted to only paying rent for (2) months and has refused to pay rent thereafter. (R1) could not give further details on the incident nor was able to provide names of staff involved in the 05/25/23 incident.

Interviews with staff #1-2 (S1-S2) on 10/06/23 between 10:00 am and 11:15 am verified (R1) was given an Eviction Notice and Summons of Eviction to appear in court. (S1-S2) provided copies of legal documents stating the reason for (R1's) eviction was for failure to pay rent from 03/01/22 - 02/01/23 for a total unpaid services of $21, 869.13. (S1-S2) denied this accusation and claimed that (R1) was never locked out of (R1's) room on 05/25/23. Facility incident reports revealed (27) incidents involving (R1) for inappropriate behavior or for failure to adhere to the rules and regulations. Incident reports disclosed on 01/26/23 and 08/17/23 (R1) accused the staff of the same practice. There was no incident report for 05/25/23 to valid this incident happened nor a police report on record. Based on observation during the visits on 09/07/23, 10/06/23, and 10/07/23, the Department observed (R1) has maintained residency at this facility with no interruptions. (R1) continues to have access to all the amenities the facility has to offer which includes care and supervision. Therefore, based on all the information obtained during the investigation, there is no evidence to support the allegation mentioned above.
(Evaluation Report continues LIC 9099)

SUPERVISOR'S NAME: Janae Hammond	TELEPHONE: (323) 981-3328
LICENSING EVALUATOR NAME: Ernand Dabuet	TELEPHONE: (323) 629-5526
LICENSING EVALUATOR SIGNATURE:	DATE: 10/06/2023

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/06/2023

LIC9099 (FAS) - (06/04)

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Control Number 11-AS-20230829161007

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO, 1000 CORPORATE DR #100
MONTEREY PARK, CA 91754

FACILITY NAME: PLAZA AT WESTWOOD, THE	FACILITY NUMBER: 198320197
	VISIT DATE: 10/06/2023

NARRATIVE

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Allegation #4: Staff removed and withheld resident’s personal belongings without consent.
The details of this complaint alleged staff had removed (R1's) personal property without consent. The complainant claimed that (R1's) personal property was removed from (R1's) room without approval. (R1's) property items were removed by the former administrator. According to the complainant, all of (R1's) property were stored away in storage.

The Department interviewed (8) residents on 09/07/23 between 10:00 am - 2:45 pm. (7) out (8) residents #2-#8 (R2-R8) reported to have no problems with their personal property. (R2-R8) indicated they are independent and are capable of safeguarding their property including their finances. On 09/07/23 at 10:00 am resident #1 (R1) was interviewed and claimed that at some point several months back items were missing including jewelry from when (R1's) personal items were stored away in storage. (R1) could not elaborate on what exactly items were missing or provide demonstrative evidence.

Interviews were conducted on 10/06/23 between 10:00 a.m. and 11:15 a.m. with staff. There were (6) out (6) staff #1-#6 (S1-S6) all unable to validate this claim. (S1-S2) reported that the former administrator did not authorize staff to remove any of (R1's) property items from (R1's) room. (S1-S2) added that no one is allowed access to (R1's) room as (R1) prohibited entry. (S4) claimed that (R1) has a hidden camera and can monitor activities inside and outside of (R1's) room. (S1) claimed that the facility does have a storage area for residents. (R1's) service records did not include itemized documentation of (R1's) personal values on a LIC 621 Safeguards for Property/Valuable as (R1) refused to provide any records. Therefore, based on all the information obtained during the investigation, there is no evidence to corroborate the allegation mentioned above.

Based on the information gathered, an inspection of the facility, observation, and interviews conducted, an analysis of records reviewed, the Department found no evidence to support the allegations mentioned above.

Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violations, did or did not occur, therefore the allegations are Unsubstantiated.

An exit interview was conducted with Luz Rose, and copies of the reports were provided.

SUPERVISOR'S NAME: Janae Hammond	TELEPHONE: (323) 981-3328
LICENSING EVALUATOR NAME: Ernand Dabuet	TELEPHONE: (323) 629-5526
LICENSING EVALUATOR SIGNATURE:	DATE: 10/06/2023

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/06/2023

LIC9099 (FAS) - (06/04)

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