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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198320197
Report Date: 11/29/2022
Date Signed: 11/29/2022 03:55:53 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 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
11/22/2022 and conducted by Evaluator Troy Agard
PUBLIC
COMPLAINT CONTROL NUMBER: 11-AS-20221122101952
FACILITY NAME:PLAZA AT WESTWOOD, THEFACILITY NUMBER:
198320197
ADMINISTRATOR:KELLEY KOULFACILITY TYPE:
740
ADDRESS:2228 WESTWOOD BLVDTELEPHONE:
(323) 217-7877
CITY:LOS ANGELESSTATE: CAZIP CODE:
90064
CAPACITY:136CENSUS: 59DATE:
11/29/2022
UNANNOUNCEDTIME BEGAN:
10:00 AM
MET WITH:Virginia Zenteno, Administrator TIME COMPLETED:
04:00 PM
ALLEGATION(S):
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Staff forced resident to walk without needed assistance while in care.
Staff are confining resident to their bed while in care.
INVESTIGATION FINDINGS:
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On 11/29/2022, Licensing Program Analyst (LPA) Troy Agard conducted an initial complaint investigation to address the allegations listed above. LPA Agard met with Virginia Zenteno, Administrator and explained the purpose of this visit is to gather information for the complaint and deliver findings.

The investigation consisted of the following: LPA Agard conducted a tour of the facility grounds. Facility is a 68 resident-bedroom, approx.74-bathroom, three-story building. 1st floor consists of a lobby area, laundry facility, staff break room and an adjacent parking structure. 2nd floor consists of residential rooms, dining room, kitchen, outdoor patio, media room and medication room. 3rd. floor consist of residential rooms. LPA interviewed staff and residents, reviewed records, and delivered findings. LPA Agard requested the following documents: 1) A copy of the staff roster, 2) a copy of the resident roster with their date of birth, 3) Needs and services plan for R1, 4) Physicians report for R1. Documents were received at the time of visit.

Cont. on 9099C
Unsubstantiated
Estimated Days of Completion:
SUPERVISOR'S NAME: Ulysses CoronelTELEPHONE: (323) 981-1755
LICENSING EVALUATOR NAME: Troy AgardTELEPHONE: (323) 400-7109
LICENSING EVALUATOR SIGNATURE:

DATE: 11/29/2022
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/29/2022
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 3
Control Number 11-AS-20221122101952
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE DR #100
MONTEREY PARK, CA 91754
FACILITY NAME: PLAZA AT WESTWOOD, THE
FACILITY NUMBER: 198320197
VISIT DATE: 11/29/2022
NARRATIVE
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The investigation revealed the following... Regarding the allegation: Staff forced resident to walk without needed assistance while in care. It’s being alleged that a staff demanded a resident get up and walk without allowing another staff to help the resident into a Hoyer lift to get to their walker. On 11/29/2022, LPA attempted interviews with 5 out of a total of 56 residents. 4 out of 5 could not confirm the allegation. LPA was unable to interview 1 resident due to their developmental cognition. R1 states, “They wanted me to get up and walk. They didn’t force me, but they said, “well if you can walk, get up and walk.” R2 states, “I use my walker when I’m outside the room. Inside my room, I walk without it, but the staff don’t dictate when and when not to use it. If I need assistance, they help me.” R3 states, “when I first came, I used a walker but now only sometimes. No one ever forces me to not use it.” R4 states, “neither, I’m grown. I do what I want with my walker.”

During interviews with staff, LPA interviewed 4 out of 33 in total. 0 of the 4 confirmed the allegation. S1 states, “R1 has not been able to walk since the day they came here. No one would demand them to walk. R1 says they can walk and turn by themselves, but they really can’t.” S2 states, “first of all, since R1 came here, they haven’t been able to walk so I’m confused. They never walked since day one.” S3 states, “I asked R1 if they wanted to try walking in front of me and the doctor and I would help them, but they refused. They didn’t want to do it and didn’t want help from us. They just kept saying I could do it myself.” S4 states, “we were never told not to help R1. They were never forced to walk because they can’t. R1 would try to tell us that they don’t want our help and S3 tells us we have to respect their wishes but still always offer R1 help.”

Regarding the allegation: Staff are confining resident to their bed while in care. It’s being alleged a staff has instructed other staff to not help a resident move. Leaving them stuck in bed unable to get to their walker. 3 out of 5 could not confirm the allegation. 1 confirmed the allegation. LPA was unable to interview 1 resident due to their developmental cognition. R1 states, “yes, they confine me to the bed. The staff were told to cut down on helping me, but they help me anyway. I got so upset, I told them I would do it myself. I was really upset and that’s when they went downstairs and told them don’t help me. And to help me as less as possible.” R2 states, “I’m never confined to my room. I can come out any time I want.” R3 states, “I’m not confined to my room or bed. I don’t have any problems here.” R4 states, “the only time we have been confine to our rooms was during covid but now we are free to move around. Never observed anyone being confined against their will.”


Cont on 9099C

SUPERVISOR'S NAME: Ulysses CoronelTELEPHONE: (323) 981-1755
LICENSING EVALUATOR NAME: Troy AgardTELEPHONE: (323) 400-7109
LICENSING EVALUATOR SIGNATURE:

DATE: 11/29/2022
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/29/2022
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 11-AS-20221122101952
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE DR #100
MONTEREY PARK, CA 91754
FACILITY NAME: PLAZA AT WESTWOOD, THE
FACILITY NUMBER: 198320197
VISIT DATE: 11/29/2022
NARRATIVE
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During interviews with staff, 0 of the 4 confirmed the allegation. S1 states, “R1 is bedridden and has always been. They were admitted bedridden.” S2 states, “R1 never walked since day one. We help them while in bed. We give them a sponge bath in bed since they moved here so we are not confining them.” S3 and S4 both state the resident is not confined but is bedridden and requires the use of a Hoyer lift.

LPA Agard reviewed the following records: a staff roster not dated. All staff interviewed matches with roster. A resident roster dated for November 2022. All residents interviewed match with the roster. LPA reviewed R1’s physician report from August 2022 which indicates resident is bedridden. LPA reviewed a needs and services plan which shows resident needs support with some activities of daily living which resident confirmed they are receiving.

Based on LPA’s observation, interviews conducted, and record review, the preponderance of evidence standard has not been met. Although the allegations 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.

SUPERVISOR'S NAME: Ulysses CoronelTELEPHONE: (323) 981-1755
LICENSING EVALUATOR NAME: Troy AgardTELEPHONE: (323) 400-7109
LICENSING EVALUATOR SIGNATURE:

DATE: 11/29/2022
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/29/2022
LIC9099 (FAS) - (06/04)
Page: 3 of 3