198320403-10-18-2025-11-AS-JHAD-DMPU3G-20251022151331

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 198320403
Report Date: 10/18/2025
Date Signed: 10/18/2025 04:39:15 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
10/09/2025 and conducted by Evaluator Ernand Dabuet

PUBLIC

COMPLAINT CONTROL NUMBER: 11-AS-20251009134859

FACILITY NAME:	ARW HOME CARE INC		FACILITY NUMBER:	198320403
ADMINISTRATOR:	JOSE, REMEDIOS CECILIA		FACILITY TYPE:	740
ADDRESS:	505 E LINCOLN ST		TELEPHONE:	(310) 684-1328
CITY:	CARSON	STATE: CA	ZIP CODE:	90745
CAPACITY:	6	CENSUS: 4	DATE:	10/18/2025
		UNANNOUNCED	TIME BEGAN:	09:02 AM
MET WITH:	Norma Graneta		TIME COMPLETED:	10:57 AM

ALLEGATION(S):

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Staff are touching resident inappropriately while changing resident.

INVESTIGATION FINDINGS:

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On October 18, 2025, the California Department of Social Services/Community Care Licensing (CDSS/CCL) Licensing Program Analyst (LPA) Ernand Dabuet conducted a subsequent unannounced complaint visit. Norma Graneta, Administrator, greeted the LPA. (LPA) explained that the purpose of the visit is to investigate the allegation mentioned above.

The investigation included interviews, a collection of records, and a tour of the facility. Interviews were conducted with Staff #1 through Staff #6 (S1-S6), Resident #1through #4 (R1-R4) and Witness #1 and Witness #2 (W1-W2). The Department reviewed several documents, including the Register of Facility Residents LIC 9020 (dated 09/03/25), Identification and Emergency Information LIC 601 (dated 08/30/25), Medical Assessment for Residential Care Facilities for the Elderly LIC 602A (dated 08/29/25), Preplacement Appraisal Information LIC 603 (dated 08/30/25), Appraisal/Needs and Services Plan LIC 625 (dated 08/30/25), Admissions Agreement (dated 08/30/25) and Unusual Incident Report LIC 624 (dated 10/24/25), as well as other pertinent records associated with this complaint.

(Evaluation Report continues LIC 9099-C)

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Ernand Dabuet
LICENSING EVALUATOR SIGNATURE:	DATE: 10/18/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/18/2025

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 4

Control Number 11-AS-20251009134859

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: ARW HOME CARE INC	FACILITY NUMBER: 198320403
	VISIT DATE: 10/18/2025

NARRATIVE

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INVESTIGATION REVEALED THE FOLLOWING:

Allegation: Staff are touching residents inappropriately while changing resident.

The complaint alleges that the staff did not engage appropriately when changing Resident #1 (R1). It is reported that (R1) is incontinent and requires assistance with diaper changes from staff members. Staff #1 (S1) and Staff #2 (S2) are currently assisting (R1) with personal care, which includes handling sensitive private areas during the changing process. Reports indicate that (R1) has informed management about the situation, yet there have been no consequences for the staff involved. (R1) is reported is not in imminent danger. No further information regarding this situation was provided.

On October 13, 2025, between 08:45 AM and 09:10 AM, the Department interviewed resident member identified as Resident #1 (R1). (R1) remarked that (R1) was a resident at ARW Home Care Inc for only six weeks and voluntarily terminated residency after (R1’s) hospitalization at Kaiser Permanente hospital on October 8, 2025. (R1) stated to have been admitted to the hospital due to shortness of breath and a persistent cough. (R1) expressed that Staff #1 (S1) and Staff #2 (S2) performed procedures that involved the private area. (R1) shared that this experience was uncomfortable for (R1), and (R1) was uncertain about the duration of the procedure. When (R1) communicated the discomfort to the staff, (R1) was reassured that it was not painful. (R1) noted that (R1) had understood that the procedure was a part of her cleaning regimen; however, (R1) still felt that the process caused (R1) discomfort. (R1) could not obtain additional details about incidents due to the frequent omission of dates and times from this procedure.

On October 15, 2025, between 09:45 AM and 10:30 AM, the Department interviewed resident members identified as Resident #2 through Resident #4 (R2-R4). Three (3) out of three (3) resident members could not validate this claim. Residents (R2-R4) all specified a need for assistance with incontinence care and expressed that the staff were respectful and professional in their treatment. (R2-R4) denied that any staff member had handled them inappropriately. Resident #5 (R5) was unavailable for an interview.

On October 14, 2025, and October 15, 2025, between 10:35 AM and 01:30 PM, the Department interviewed staff members identified as Staff #1 through Staff #6 (S1-S6). Six (6) out of six (6) staff members could not support this claim. (S1-S4) denied engagement with (R1) in any inappropriate manner. (S1-S4) reported that residents are treated with dignity and respect.

(Evaluation Report continues LIC 9099-C)

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Ernand Dabuet
LICENSING EVALUATOR SIGNATURE:	DATE: 10/18/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/18/2025

LIC9099 (FAS) - (06/04)

Page: 2 of 4

Control Number 11-AS-20251009134859

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: ARW HOME CARE INC	FACILITY NUMBER: 198320403
	VISIT DATE: 10/18/2025

NARRATIVE

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According to (S1-S4), when providing incontinence care to residents or handling sensitive and private areas, it is crucial to prioritize consent. Before beginning any procedure, staff communicate the nature of the care that will be administered, ensuring that residents fully understand the process. This includes explaining the actions they will take, respecting residents’ dignity, and allowing them to express any concerns or preferences. Consent is obtained before each procedure. (S1-S2) reported the (R1) is always assisted by two care staff, and no one has been able to confirm that (R1) has expressed any discomfort with the personal care provided. (S5-S6) clarified that there were no instances of inappropriate care noted by (R1) and assured that law enforcement was not involved.

On October 14, 2025, and October 15, 2025, between 01:33 PM and 02:10 PM, the Department interviewed witness members identified Witness #1 and Witness #2 (W1-W2). Two (2) out of two (2) witness members cannot support this claim. (W1) does not believe any of the staff harbor "ill intent" during their care routines, particularly while changing (R1's) diapers. (W1) explained that their primary goal is to maintain (R1's) cleanliness. (W1) stated that (R1) maintains high personal care standards, but (W1) does not believe (R1) is a victim of sexual assault or elder abuse. (W2) mentioned having no concerns about the residents' treatment or care, adding that the staff are trained professionals.

The Department reviewed (R1’s) services records that included Identification and Emergency Information LIC 601 (dated 08/30/25), Medical Assessment for Residential Care Facilities for the Elderly LIC 602A (dated 08/29/25), Preplacement Appraisal Information LIC 603 (dated 08/30/25), Appraisal/Needs and Services Plan LIC 625 (dated 08/30/25), Admissions Agreement (dated 08/30/25) and Unusual Incident Report LIC 624 (dated 10/14/25). Further review of medical records from Kaiser Permanente (dated 08/29/25 and 10/08/25) revealed no levels of psychological distress or trauma.

An additional review of staff training records verified that staff had completed In-Service Training, which included topics such as care of a Bedridden Resident, Repositioning and Change in Condition, Skin Care, Dementia, Falls, Medications, Resident Rights, and Personal Rights.

During the visit on October 15, 2025, the Department found that the facility promotes the rights of its residents. Posters outlining Resident Rights, Personal Rights, and the California Residential Care Facilities for the Elderly Complaint Poster were prominently displayed throughout the facility.

Based on the information gathered, there is not enough evidence to support the allegation mentioned above.

(Evaluation Report continues LIC 9099-C)

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Ernand Dabuet
LICENSING EVALUATOR SIGNATURE:	DATE: 10/18/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/18/2025

LIC9099 (FAS) - (06/04)

Page: 3 of 4

Control Number 11-AS-20251009134859

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: ARW HOME CARE INC	FACILITY NUMBER: 198320403
	VISIT DATE: 10/18/2025

NARRATIVE

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Based on the information collected from the facility inspection, observations, interviews, and records analysis, the Department found no evidence to support the above allegation. The allegation may have happened or is valid, but there is not a preponderance of the evidence to prove that the alleged violation occurred. Therefore, the allegation is Unsubstantiated.

An exit interview was conducted with Norma Graneta, and copies of the reports were provided.

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Ernand Dabuet
LICENSING EVALUATOR SIGNATURE:	DATE: 10/18/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/18/2025

LIC9099 (FAS) - (06/04)

Page: 4 of 4