198320250-4-24-2024-11-AS-EMAZ-D4WUJP-20240503153750

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 198320250
Report Date: 04/24/2024
Date Signed: 04/24/2024 04:10:56 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, 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
04/16/2024 and conducted by Evaluator Wendy Gibbs

COMPLAINT CONTROL NUMBER: 11-AS-20240416143550

FACILITY NAME:	OAKMONT OF TORRANCE		FACILITY NUMBER:	198320250
ADMINISTRATOR:	MATTHEW RYAN		FACILITY TYPE:	740
ADDRESS:	3620 LOMITA BLVD		TELEPHONE:	(424) 376-3300
CITY:	TORRANCE	STATE: CA	ZIP CODE:	90505
CAPACITY:	126	CENSUS: 88	DATE:	04/24/2024
		UNANNOUNCED	TIME BEGAN:	08:45 AM
MET WITH:	Judith Uy-Villarez		TIME COMPLETED:	04:00 PM

ALLEGATION(S):

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Staff did not provide adequate food service
Untrained staff

INVESTIGATION FINDINGS:

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On 04/24/24, Licensing Program Analyst (LPA), Wendy Gibbs, conducted an unannounced complaint visit to the facility listed above. LPA met with Executive Director, Judith Uy-Villaruz, and the purpose of today’s visit was explained.

During today’s visit, LPA toured the facility, interviewed Staff (S1-S8), interviewed Residents (R1-R13), and received documents pertinent to the investigation. The documents include the Staff Roster, Resident Roster, Dining Menu, In-Service Training Log, Dining Schedule, Server Job Description, Server Binder, Team Member Handbook and Dining Procedure.

The investigation revealed the following:

Continued on LIC9099

Unsubstantiated

Estimated Days of Completion:

SUPERVISOR'S NAME: Eva M Alvarez	TELEPHONE: (323) 981-1755
LICENSING EVALUATOR NAME: Wendy Gibbs	TELEPHONE: (323) 981-1755
LICENSING EVALUATOR SIGNATURE:	DATE: 04/24/2024

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/24/2024

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 4

Control Number 11-AS-20240416143550

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

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

FACILITY NAME: OAKMONT OF TORRANCE	FACILITY NUMBER: 198320250
	VISIT DATE: 04/24/2024

NARRATIVE

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Allegation: Untrained Staff
The allegation alleges servers are not properly trained and on their phones and not attending to and assisting residents promptly.
During today’s visit, LPA reviewed the Server Job Description, which details the positions responsibility, general duties, qualifications, and statement of understanding is provided to every server upon hire and signed by every server. LPA reviewed the Team Member Handbook that states on page 54 “Company-provided portable communication devices (PCDs), including cell phones should be used primarily for business purposes.” Additionally on page 55 states “Common courtesy dictates that team members not use cell phones in common areas of the community.” During an interview with the Executive Director S1, was asked if servers and kitchen staff are provided with a company cell phone, S1 stated they are not provided with a cell phone. LPA reviewed the New Team Member Orientation power point, that states in the section of Service Excellence on slide 24 “Cell phone use should be limited to breaks and meal periods. Cell phone use in common areas, hallways, and resident apartments is prohibited.” During record review LPA received and reviewed a copy of an in-service conducted on April 1, 2 and 8, 2024, by Front of House Specialist and Executive Chef, regarding Sequence of service, dining room setting, 1^st impressions, Bistro Set Up, Order taking, Uniform Standards, closing Sideworks, and Attendance tracker. During interviews with Staff S1-S8, were asked if they have received training regarding serving

SUPERVISOR'S NAME: Eva M Alvarez	TELEPHONE: (323) 981-1755
LICENSING EVALUATOR NAME: Wendy Gibbs	TELEPHONE: (323) 981-1755
LICENSING EVALUATOR SIGNATURE:	DATE: 04/24/2024

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/24/2024

LIC9099 (FAS) - (06/04)

Page: 4 of 4

Control Number 11-AS-20240416143550

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

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

FACILITY NAME: OAKMONT OF TORRANCE	FACILITY NUMBER: 198320250
	VISIT DATE: 04/24/2024

NARRATIVE

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residents, eight (8) out of eight (8) stated they have received training regarding serving meals to residents. Additionally, staff were asked if the facility has a cell phone use policy, eight (8) out of eight (8) stated phones are not to be used during work and can be used during breaks and lunch in certain areas. During interviews with Residents R1-R13, were asked if they feel staff are properly trained, twelve (12) out of thirteen (13) stated they believed staff are properly trained. Additionally, Resident R1-R13 were asked if they have observed staff in the dining room using their phones, thirteen (13) out of thirteen (13) stated they have not seen servers having their phones out since the new chef started.
During the course of the investigation, LPA was unable to find evidence to support the allegation. Although the allegation may have happened or is valid, there is no preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is unsubstantiated.

During today's visit LPA did not observe or cite any deficiencies.

An exit interview was conducted with Executive Director, Judith Uy-Villaruz, and a copy of this report was provided.

SUPERVISOR'S NAME: Eva M Alvarez	TELEPHONE: (323) 981-1755
LICENSING EVALUATOR NAME: Wendy Gibbs	TELEPHONE: (323) 981-1755
LICENSING EVALUATOR SIGNATURE:	DATE: 04/24/2024

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/24/2024

LIC9099 (FAS) - (06/04)

Page: 2 of 4

Control Number 11-AS-20240416143550

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

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

FACILITY NAME: OAKMONT OF TORRANCE	FACILITY NUMBER: 198320250
	VISIT DATE: 04/24/2024

NARRATIVE

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Allegation: Staff did not provide adequate food service
The allegation alleges it takes 40-45 minutes for staff to take residents’ order and when the food arrives it is cold.
During today’s visit LPA observed lunch being served and monitored the time it took for fifteen (15) different residents to receive their meal form the time they sat down. LPA observed the longest wait time to be 10 minutes before the resident received their meal. In that time the resident had been served their beverage and a soup or salad. The average wait time LPA observed was 8 minutes for a resident to receive their meal they ordered. During file review, LPA received and reviewed the Job Description of the Servers that explains what their duties and the service steps and delivery time. During interviews with Staff S1-S8, were asked if there were any incidents when a resident had to wait over 30 minutes before they received their meal, seven (7) out of eight (8) stated the longest wait time they have observed was 15 minutes due to shortage of staff when a person had call out. During interviews with Residents R1-R13, were asked if there was a time they had to wait an extended time before they received their meal, five (5) out of thirteen (13) stated about a month ago there was a time they waited almost 30 minutes before they received their meals. Additionally, Residents R1-R13 were asked if their food they received is cold, thirteen (13) out of thirteen (13) stated they have not had cold food since the new chef started.
During the course of the investigation, LPA was unable to find evidence to support the allegation. Although the allegation may have happened or is valid, there is no preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is unsubstantiated.

SUPERVISOR'S NAME: Eva M Alvarez	TELEPHONE: (323) 981-1755
LICENSING EVALUATOR NAME: Wendy Gibbs	TELEPHONE: (323) 981-1755
LICENSING EVALUATOR SIGNATURE:	DATE: 04/24/2024

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/24/2024

LIC9099 (FAS) - (06/04)

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