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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198320315
Report Date: 06/18/2025
Date Signed: 06/18/2025 04:02:34 PM

Substantiated


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
06/16/2025 and conducted by Evaluator Lizeth Villegas
COMPLAINT CONTROL NUMBER: 11-AS-20250616142252
FACILITY NAME:BAY TOWERS AT BIXBY KNOLLSFACILITY NUMBER:
198320315
ADMINISTRATOR:MCDONALD, DONFACILITY TYPE:
740
ADDRESS:3747 ATLANTIC AVENUETELEPHONE:
(562) 426-6123
CITY:LONG BEACHSTATE: CAZIP CODE:
90807
CAPACITY:65CENSUS: 43DATE:
06/18/2025
UNANNOUNCEDTIME BEGAN:
02:28 PM
MET WITH:Executive Director Don McDonaldTIME COMPLETED:
04:15 PM
ALLEGATION(S):
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Facility does not have hot water.
INVESTIGATION FINDINGS:
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This report supercedes report dated 06/17/25, this report is to only change report verbiage and this report does not change report findings from 06/17/25.

On 06/17/25, Licensing Program Analyst (LPA) Lizeth Villegas and Alfonso Iniguez conducted a subsequent complaint visit regarding the allegation(s) above. The Department met with (ED) Executive Director Don McDonald, as the purpose of today’s visit was explained.
The investigation consisted of the following: On 06/16/25 The Department obtained copies of the staff and resident rosters and on 06/16/25 from 3pm-3:45pm The Department conducted Interviews with resident #1-4 (R1-R4), and from 4pm-4:30pm interviews were conducted with ED and staff #1-2 (S1-S2). On 06/16/25 The Department conducted water temperature checks in the following bedrooms in the assisted living unit: 413, 405, 418, 403, 502, 507, 516, 519, 603, 605, 614, 619, assisted living unit dining room, and the kitchen in the independent living building. On 06/17/25 The Department conducted water temperature
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Lizeth Villegas
LICENSING EVALUATOR SIGNATURE:

DATE: 06/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/18/2025
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 6
Control Number 11-AS-20250616142252
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: BAY TOWERS AT BIXBY KNOLLS
FACILITY NUMBER: 198320315
VISIT DATE: 06/18/2025
NARRATIVE
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checks along with room temperature checks in the following bedrooms: 402, 407, 413, 505, 517, 518, 613, 620. On 06/17/25 The Department obtained copies of invoices from SouthWest Mechanical dated 6/6/25, 6/12/25, 6/14/25, and copies of City of Long Beach Code Enforcement Bureau Administrative Citations dated 4/4/25. On 06/17/25 interview was conducted with staff #3 (S3).
The investigation revealed the following:

Allegation: Facility does not have hot water.

It is being alleged that residents in care do not have access to hot water and that the hot water has not been working properly for multiple days. On 6/16/25 The Department conducted Interviews with R1-R4 regarding the allegation above, 3 of 4 residents denied the allegation above and reported have no issues with the water temperature. 1 of 4 residents interviewed reported the water temperature in resident’s bedroom was a bit cold but was fixed the same day. On 6/16/25 The Department conducted interview with ED regarding the allegation above, ED confirmed the allegation above and stated that there was an issue with 1 of 2 water boilers. Per ED there are 2 water boilers on top to building A (Independent living building) that supplies water to both buildings A and B (Assisted Living Building), ED continued to state that 1 of the 2 water boilers stopped working properly and needed to be repaired. Per ED the water boiler was repaired on 6/14/25 but was set at the wrong temperature and later fixed by facility staff. On 06/16/25 and 06/17/25 The Department conducted interviews with S1-S3 regarding the allegation above, 3 of 3 staff confirmed the allegation above and reported the facility had some issues with the water, but since it has been fixed. On 06/16/25 and 06/17/25 The Department conducted a tour of the physical plant that consist of 2 buildings on the premises with a parking lot in between, building A is an independent living unit that is not licensed by CCLD, and building B is licensed by CCLD on floors 1,4,5 and 6. Floors 2 and 3 are not licensed by CCLD and are Skilled Nursing floors . On 06/16/25 and 06/17/25 during tours of building B the following rooms had the water temperatures checked: room 413- 98.2 F, room 405- 100.5 F, room 418- 98.4F, room 403- 98.2F, room 502- 96.9F, room 5070 107.6, room 516- 100.5 F, room 519- 98.2 F, room 603-96.0, room 605- 108.7 F, room 614- 102.8F , room 619- 97.0 F., room 418 102 F, room 413- 108.5 F, room 407- 109.2 F, room 402- 108.1 F, room 502- 103.6 F, room 505 107.6 F, room 517- 103.8 F, room 518 103. 4 F, room 620- 100 F, room 613- 103.1 F, room 605- 108.9 F, room 603- 100.4 F. On 06/17/25 The department conducted a file review and did not observe that an unusual incident report was not submitted to CCLD reporting the issues with 1 of 2 water boilers, ED confirmed that an unusual incident report was not sent to CCLD. On 06/17/25 The Department conducted a record review of invoices from SouthWest Mechanical dated 6/6/25, 6/12/25, 6/14/25, which indicate repairs on water boiler were done.

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Lizeth Villegas
LICENSING EVALUATOR SIGNATURE:

DATE: 06/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/18/2025
LIC9099 (FAS) - (06/04)
Page: 4 of 6
Control Number 11-AS-20250616142252
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: BAY TOWERS AT BIXBY KNOLLS
FACILITY NUMBER: 198320315
VISIT DATE: 06/18/2025
NARRATIVE
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Based on The Departments observations and interviews which were conducted record review(s), the preponderance of evidence standard has been met, therefore the above allegation(s) is found to be substantiated. California Code of Regulations, Title 22, Division (6) and Chapter (8) are being cited on the attached LIC 9099D.

Exit interview conducted, appeal rights explained, and a copy of this report was provided to Executive Director Don McDonald.

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Lizeth Villegas
LICENSING EVALUATOR SIGNATURE:

DATE: 06/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/18/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 6
Control Number 11-AS-20250616142252
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: BAY TOWERS AT BIXBY KNOLLS
FACILITY NUMBER: 198320315
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 06/18/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
06/24/2025
Section Cited
CCR
87303(e)(2)
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Maintenance and Operation: Water supplies and plumbing fixtures shall be maintained as follows: Faucets used by residents for personal care such as shaving and grooming shall deliver hot water. Hot water temperature...attain a temperature of not less than 105 degrees F (41 degrees C) and not
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Licensee and Executive Director will always adhere to Title 22. As plan of correction booster will be placed in building B to ensure water is always between 105 degrees F- and not more than 120 degrees F..
Plan to be submitted to LPA by POC due date 6/24/25.
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more than 120-degree F (49 degree C). This requirement is not met as evidenced by: based on interviews, and records review the facility failed to ensure that 1 of the 2 water boilers were in good repair which Poses a potential health, safety, or personal rights risk to a person in care.
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Failure to correct the cited deficiency(ies), on or before the Plan of Correction (POC) due date, may result in a civil penalty assessment.
SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Lizeth Villegas
LICENSING EVALUATOR SIGNATURE:

DATE: 06/18/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/18/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 6
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
06/16/2025 and conducted by Evaluator Lizeth Villegas
COMPLAINT CONTROL NUMBER: 11-AS-20250616142252

FACILITY NAME:BAY TOWERS AT BIXBY KNOLLSFACILITY NUMBER:
198320315
ADMINISTRATOR:MCDONALD, DONFACILITY TYPE:
740
ADDRESS:3747 ATLANTIC AVENUETELEPHONE:
(562) 426-6123
CITY:LONG BEACHSTATE: CAZIP CODE:
90807
CAPACITY:65CENSUS: 43DATE:
06/18/2025
UNANNOUNCEDTIME BEGAN:
02:28 PM
MET WITH:Executive Director Don McDonaldTIME COMPLETED:
04:15 PM
ALLEGATION(S):
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2
3
4
5
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9
Facility airconditioner/heating is not working properly.
INVESTIGATION FINDINGS:
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On 06/17/25 The Department conducted a subsequent complaint visit regarding the allegation(s) above. The Department met with (ED) Executive Director Don McDonald, as the purpose of today’s visit was explained.

The investigation consisted of the following: On 06/16/25 The Department obtained copies of the staff and resident rosters and on 06/16/25 from 3pm-3:45pm The Department conducted Interviews with resident #1-4 (R1-R4), and from 4pm-4:30pm interviews were conducted with ED and staff #1-2 (S1-S2). On 06/16/25 The Department conducted water temperature checks in the following bedrooms in the assisted living unit: 413, 405, 418, 403, 502, 507, 516, 519, 603, 605, 614, 619, assisted living unit dining room, and the kitchen in the independent living building. On 06/17/25 The Department conducted water temperature checks along with room temperature checks in the following bedrooms: 402, 407, 413, 505, 517, 518, 613, 620. On 06/17/25 The Department obtained copies of invoices from SouthWest Mechanical dated 6/6/25, 6/12/25, 6/14/25, and copies of City of Long Beach Code Enforcement Bureau Administrative Citations dated 4/4/25. On 06/17/25 interview was conducted with staff #3 (S3).
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Lizeth Villegas
LICENSING EVALUATOR SIGNATURE:

DATE: 06/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/18/2025
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 5 of 6
Control Number 11-AS-20250616142252
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: BAY TOWERS AT BIXBY KNOLLS
FACILITY NUMBER: 198320315
VISIT DATE: 06/18/2025
NARRATIVE
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The investigation revealed the following:

Allegation: Facility air conditioner/heating is not working properly.
It is being alleged that the facilities heating and air conditioning is not functioning correctly. On 6/16/25 The Department conducted Interviews with R1-R4 regarding the allegation above, 4 of 4 residents denied the allegation above and reported having no issues with neither the air conditioning or heating. On 6/16/25 The Department conducted interview with ED regarding the allegation above, ED denied the allegation above and reported Building B has not had issues with air conditioning nor heating. On 06/16/25 and 06/17/25 The Department conducted interviews with S1-S3 regarding the allegation above, 3 of 3 staff denied the allegation above and reported that the facility has portable fans and heaters for the residents to use incase an issue arises. On 06/16/25 and 06/17/25 during tours of building B the following rooms were observed to have an operable AC unit: rooms 405, 418, 403, 502, 507, 516, 519, 603, 605, 614, 619,413, 407, 402, 505, 517, 518, 620, 613.

Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegation is unsubstantiated.

Exit interview conducted, and a copy of this report was provided to Executive Director Don McDonald.
SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Lizeth Villegas
LICENSING EVALUATOR SIGNATURE:

DATE: 06/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/13/2025
LIC9099 (FAS) - (06/04)
Page: 6 of 6