198320417-4-23-2026-11-AS-JHAD-DTN2PQ-20260430173439

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 198320417
Report Date: 04/23/2026
Date Signed: 04/23/2026 10:57:34 AM

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
01/07/2026 and conducted by Evaluator Zina Brown

PUBLIC

COMPLAINT CONTROL NUMBER: 11-AS-20260107161546

FACILITY NAME:	BRITTANY HOUSE		FACILITY NUMBER:	198320417
ADMINISTRATOR:	JOEL NIBLETT		FACILITY TYPE:	740
ADDRESS:	5401 E CENTRALIA ST		TELEPHONE:	(562) 421-4717
CITY:	LONG BEACH	STATE: CA	ZIP CODE:	90808
CAPACITY:	170	CENSUS: 120	DATE:	04/23/2026
		UNANNOUNCED	TIME BEGAN:	09:25 AM
MET WITH:	Esperanza Naaktgeboren (Adminstrator)		TIME COMPLETED:	11:10 AM

ALLEGATION(S):

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Staff did not dispense residents’ medication as prescribed.

INVESTIGATION FINDINGS:

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**The report supersedes the delivered reported on 02/23/2026 to include additional information to the findings**

On 04/22/2026 at 09:25am, Licensing Program Analyst (LPA) Zina Brown conducted an subsequent investigation complaint visit at this facility to deliver the findings for the allegation list above. During today's visit, the Department met with Esperanza Naaktgeboren (Adminstrator) and explained the purpose of the visit.

The investigation consisted of the following: On 01/14/2026 & 02/23/2026, the Department interviewed Administrator (A1) and Staff (S1-S10) and Residents (R1-R10) received the following documents: Resident Roster (received 01/12/2026), Staff Roster (dated 10/13/2025), and Resident 1 (R1)'s documents such as: LIC 601: Identification and Emergency Form (dated 05/05/2025), LIC 602: Physician Report, LIC 603: Preplacement Appraisal Information (not dated), LIC 625: Appraisal Needs and Service Plan, Admission Agreement (dated 05/05/2025), Medication Administration Record (10/2025 - 01/2026), LIC 621 Client/Resident Personal Property Valuable (not dated), Personal Property Theft & Loss Policy, Housekeeping Policy, Monthly Menu (Dec 2025 - Feb 2026), Laundry Schedule, & Food Handler Certificate of Completion.

Substantiated

Estimated Days of Completion:

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Zina Brown
LICENSING EVALUATOR SIGNATURE:	DATE: 04/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/23/2026

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 11

Control Number 11-AS-20260107161546

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: BRITTANY HOUSE	FACILITY NUMBER: 198320417
	VISIT DATE: 04/23/2026

NARRATIVE

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The investigation revealed the following:

Allegation: Staff did not dispense residents' medication as prescribed.
It was alleged that facility staff failed to dispense residents' medications as prescribed, as multiple prescribed medications appeared unused for extended periods, and residents experienced untreated medical conditions and panic attacks despite active medication orders.

On 01/14/2026 at 3:05pm, the Department interviewed A1 regarding the allegation. A1 denied the allegation and stated medtechs provide medications to residents. A1 stated the facility contacts the pharmacy for refills when a resident's medication runs out or needs to be refilled. A1 stated medtechs follow the prescription order when a resident requests a PRN medication like Ativan. A1 stated medications are documented both electronically and manually when administered to residents.

On 01/14/2026 between the hours of 11:05am - 1:33pm, the Department conducted 7 interviews with staff in regards to the allegation. 1 of 7 staff confirmed the allegation and stated sometimes the residents are not getting their medication as prescribed. 3 of 7 staff denied the allegation and stated medtechs provide medications to residents and document using QuickMar or a laptop, and medtechs follow the prescription order for PRN medications like Ativan. 3 of 7 staff were unaware of the allegation and stated they are not medtechs so they do not administer medications, but they notify the medtech when a resident requests PRN medication.

On 01/14/2026 between the hours of 11:05am -1:33pm and on 02/23/2026 between the hours of 1:29pm -1:37pm, the Department conducted 10 resident interviews in regards to the allegation. 3 of 10 residents confirmed the allegation and stated they do not get their medicine every day when they are supposed to, sometimes staff do not give them medicine, and they have asked for medicine and not gotten it. 1 of 10 resident did not confirm nor deny the allegation and stated they try to get medicine but sometimes forget. 6 of 10 residents denied the allegation and stated they get their medicine every day when they are supposed to, staff give them medicine when needed, and staff put cream or ointment on their skin when it itches.

Investigation findings continue on LIC 9099-C

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Zina Brown
LICENSING EVALUATOR SIGNATURE:	DATE: 04/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/23/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 11

Control Number 11-AS-20260107161546

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: BRITTANY HOUSE	FACILITY NUMBER: 198320417
	VISIT DATE: 04/23/2026

NARRATIVE

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On 02/20/2026 between the hours of 3:38pm - 3:50pm, the Department conducted a record review and observed the following: From October 2025 through January 14, 2026, the Department observed a failure to dispense medications as prescribed. The "Exceptions" and "Pass Notes" logs documented hundreds of missed doses, primarily attributed to a persistent pattern of "Resident Refusal." Many of these refusals occurred because staff failed to administer medication when the resident was asleep, with staff documenting that they "didn't wanna wake up" the resident or that the resident believed "sleep is more important." The Medication Administrator Record showed the failed to maintain an adequate supply of medication, with numerous entries citing medications as "pending delivery," "awaiting RX refill," or "not in cart" for consecutive days. Per the resident's primary diagnoses of Heart Failure and Chest Pain, medications like Furosemide, Bisoprolol, and Losartan—as well as psychiatric medications like Sertraline for anxiety—were routinely omitted for weeks at a time.

Substantiated: Based on the Department observations and interviews which were conducted and the records that were reviewed, the preponderance of evidence standard has been met, therefore the above allegation is found to be SUBSTANTIATED under California Code of Regulations, Title 22, Division 6 and Chapter 8 are being cited on the attached LIC 9099D.

Exit interview conducted with Esperanza Naaktgeboren (Adminstrator) and a copy of this report was provided with Appeal Rights.

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Zina Brown
LICENSING EVALUATOR SIGNATURE:	DATE: 04/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/23/2026

LIC9099 (FAS) - (06/04)

Page: 3 of 11

Control Number 11-AS-20260107161546

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: BRITTANY HOUSE	FACILITY NUMBER: 198320417
DEFICIENCY INFORMATION FOR THIS PAGE:	VISIT DATE: 04/23/2026

Deficiency Type POC Due Date / Section Number	DEFICIENCIES		PLAN OF CORRECTIONS(POCs)
Type B 05/11/2026 Section Cited CCR 87465(d)	1 2 3 4 5 6 7	Incidental Medical & Dental Care if the resident is unable to determine their own medication cannot communicate symptoms clearly. . . (3) The date, time, dosage taken, and resident's response shall be documented and maintained in the resident's facility record. This requirement is not met by:	1 2 3 4 5 6 7	The facility will ensure all medtechs complete the weekly medtech log before end of shift to document all medication administrations, refusals, and exceptions. The Administrator or designee will conduct audit logs on a weekly bases
	8 9 10 11 12 13 14	Based on observation, interviews and records review: From 10/2025 - 01/14/2026, critical medications for R1's primary diagnoses of Heart Failure, Chest Pain, and anxiety—including Furosemide, Bisoprolol, Losartan, and Sertraline—were routinely omitted for weeks at a time.	8 9 10 11 12 13 14	The administrator and or designee will submit proof of the weekly medtech logs completion for Monday 4/27 - Monday 5/11 by the plan of correction due date and email proof to LPA Brown at Zina.Brown@dss.ca.gov
	1 2 3 4 5 6 7		1 2 3 4 5 6 7
	1 2 3 4 5 6 7		1 2 3 4 5 6 7

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: Zina Brown
LICENSING EVALUATOR SIGNATURE:	DATE: 04/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/23/2026

LIC9099 (FAS) - (06/04)

Page: 4 of 11

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
01/07/2026 and conducted by Evaluator Zina Brown

PUBLIC

COMPLAINT CONTROL NUMBER: 11-AS-20260107161546

FACILITY NAME:	BRITTANY HOUSE		FACILITY NUMBER:	198320417
ADMINISTRATOR:	JOEL NIBLETT		FACILITY TYPE:	740
ADDRESS:	5401 E CENTRALIA ST		TELEPHONE:	(562) 421-4717
CITY:	LONG BEACH	STATE: CA	ZIP CODE:	90808
CAPACITY:	170	CENSUS: 120	DATE:	04/23/2026
		UNANNOUNCED	TIME BEGAN:	09:25 AM
MET WITH:	Esperanza Naaktgeboren (Adminstrator)		TIME COMPLETED:	11:10 AM

ALLEGATION(S):

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Staff did not assist resident with care needs in a timely manner.
Staff did not safeguard resident's personal belongings.
Staff did not ensure adequate laundry services were provided to resident.
Staff did not ensure adequate food services were provided to residents.

INVESTIGATION FINDINGS:

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**The report supersedes the delivered reported on 02/23/2026 to include additional information to the findings**

On 04/22/2026 at 09:25 am, Licensing Program Analyst (LPA) Zina Brown conducted an subsequent investigation complaint visit at this facility to deliver the findings for the allegations above. During today's visit, the Department met with Esperanza Naaktgeboren (Adminstrator) and explained the purpose of the visit.

The investigation consisted of the following: On 01/14/2026 & 02/23/2026, LPA interviewed Administrator (A1) and Staff (S1-S10) and Residents (R1-R10) received the following documents: Resident Roster (received 01/12/2026), Staff Roster (dated 10/13/2025), and Resident 1 (R1)'s documents such as: LIC 601: Identification and Emergency Form (dated 05/05/2025), LIC 602: Physician Report, LIC 603: Preplacement Appraisal Information (not dated), LIC 625: Appraisal Needs and Service Plan, Admission Agreement (dated 05/05/2025), Medication Administration Record (10/2025 - 01/2026), LIC 621 Client/Resident Personal Property Valuable (not dated), Personal Property Theft & Loss Policy, Housekeeping Policy, Monthly Menu (Dec 2025 - Feb 2026), Laundry Schedule, & Food Handler Certificate of Completion.

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Zina Brown
LICENSING EVALUATOR SIGNATURE:	DATE: 04/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/23/2026

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 11

Control Number 11-AS-20260107161546

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: BRITTANY HOUSE	FACILITY NUMBER: 198320417
	VISIT DATE: 04/23/2026

NARRATIVE

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The investigation revealed the following:
Allegation: Staff did not assist resident with care needs in a timely manner.
It was alleged that facility staff failed to assist a resident with care needs in a timely manner, as the resident reportedly experienced severe pain and panic without staff assistance, resulting in emergency medical services being contacted by a family member.

On 01/14/2026 at 3:05pm, LPA interviewed A1 regarding the allegation. A1 denied the allegation and stated residents ask caregivers for help and use the call system when they need assistance. A1 stated the response time when a resident requests assistance is promptly and as needed. A1 stated to see the schedule for the number of staff on duty during different shifts to respond to residents. A1 stated the facility calls 911 as needed for both medical and emotional emergencies when a resident experiences such situations.

On 01/14/2026 between the hours of 11:05am -1:33pm, the Department conducted 7 interviews with staff in regards to the allegation. 1 of 7 staff confirmed the allegation and stated sometimes residents have to wait for assistance for hours.
1 of 7 staff did not confirm nor deny the allegation and stated residents may have to wait for assistance if there is an emergency in two different units, but staff would communicate to check on the other resident.
5 of 7 staff denied the allegation and stated residents call for assistance by using the call light or yelling out loud, response time is usually right away or within 5-10 minutes, and staff call 911 or notify the medtech/LVN for medical or emotional emergencies.

On 01/14/2026 between the hours of 11:05am -1:33pm and on 02/23/2026 between the hours of 1:29pm -1:37pm, the Department conducted 10 resident interviews in regards to the allegation. 2 of 10 residents confirmed the allegation and stated staff do not come quickly when they need help. 1 of 10 resident did not confirm nor deny the allegation and stated they have had to called for help. 7 of 10 residents denied the allegation and stated staff come quickly when they need help and or they find someone to help them if they feel pain or scared.

On 02/23/2026 between the hours of 2:37pm - 3:02pm, the Department conducted a call light test and observed the following: In Room 310, the Department pulled the call light which is the old system at 2:37pm and waited for ten minutes and noticed that at 2:47pm staff did not come to answer the call light. In Room 104, the Department pulled the call light at 3:01pm & staff responded at 3:02pm. In Room 105, the Department pulled the call light at 3:06pm & responded at 3:06pm. Overall during the call light test, in one of the rooms such as Room 310 demonstrated a response time (from 2:37pm - 2:47pm) that was not immediate, while the remaining rooms showed prompt response times within one minute (from 3:01pm - 3:02pm).

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Zina Brown
LICENSING EVALUATOR SIGNATURE:	DATE: 04/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/23/2026

LIC9099 (FAS) - (06/04)

Page: 6 of 11

Control Number 11-AS-20260107161546

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: BRITTANY HOUSE	FACILITY NUMBER: 198320417
	VISIT DATE: 04/23/2026

NARRATIVE

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Based on records review, interviews, and observations, the Department did not find sufficient evidence to support the allegation mentioned above. Although the allegation 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.

Allegation: Staff did not safeguard resident's personal belongings.
It was alleged that facility staff failed to safeguard a resident's personal belongings, as valuable jewelry and personal items were reported missing and possibly replaced without authorization.

On 01/14/2026 at 3:05pm, the Department interviewed A1 regarding the allegation. A1 denied the allegation and stated the facility has an inventory list and monitors resident belongings as procedures in place to protect residents' personal belongings. A1 stated valuable items are documented on an inventory list and an in-house safe is provided as needed. A1 stated the facility attempts to help find missing items if a resident reports missing property. A1 stated staff have access to residents' rooms.

On 01/14/2026 between the hours of 11:05am -1:33pm, the Department conducted 8 interviews with staff in regards to the allegation. 2 of 8 staff confirmed the allegation and stated half of the residents' items are missing, due to some of the residents wander at night and take other residents' personal belongings, and it is hard to protect residents' personal belongings. 1 of 8 staff did not confirm nor deny the allegation and stated valuable items are documented in communication documentation to inform the nighttime care staff, and the facility purchased drawers that have locks. 5 of 8 staff denied the allegation and stated caregivers have to label residents' belongings with the resident's full name, valuables are locked and documented in a log book, and staff notify supervisors when a resident reports missing property. Staff also stated caregivers, medtech, LVN, supervisors, housekeeping, maintenance, directors, and family have access to residents' rooms.

On 01/14/2026 between the hours of 11:05am -1:33pm and on 02/23/2026 between the hours of 1:29pm - 1:37pm, the Department conducted 10 resident interviews in regards to the allegation. 3 of 10 residents confirmed the allegation and stated they have had jewelry or special items in their room, that have gone missing from their room. 7 of 10 residents denied the allegation and stated they do not have jewelry or special items in their room, nor has anything gone missing from their room, and they themselves or their family help them keep track of their things.

The investigation findings continue on LIC 9099-C

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Zina Brown
LICENSING EVALUATOR SIGNATURE:	DATE: 04/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/23/2026

LIC9099 (FAS) - (06/04)

Page: 7 of 11

Control Number 11-AS-20260107161546

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: BRITTANY HOUSE	FACILITY NUMBER: 198320417
	VISIT DATE: 04/23/2026

NARRATIVE

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On 02/20/2026 between the hours of 3:38pm - 3:50pm, the Department conducted a record review and observed the following: The department did not receive a LIC 624 Unusual Incident/Injury Report from the facility in regards to Resident 1 (R1)'s personal belongings such as valuable jewelry and personal items reported missing. According to Brittany House's Personal Property Theft & Loss Property policy, it states: "We do not have a safe or other means of safely securing valuables. They are encouraged to use their own private banking institution to provide this service. We shall provide a lock for the resident's bedside drawer or cabinet upon request of and at the expense of the resident, the resident's family, or authorized representative." "Upon admission, all residents will be requested to appropriately label all clothing and personal items. Residents will be requested to keep fine jewelry and other items of value in a safe deposit box at their banking institution. No items of value will be entrusted to the facility for safekeeping and no cash or other moneys will be entrusted to the facility." Residents are advised that when they notice a personal item is missing, they are to notify the Administrator or other staff members on duty immediately. The staff will conduct a thorough search for the missing item or items. If the personal belongings cannot be found, an estimate of their value will be assessed. Also, upon further review, the LIC 621 Client/Resident Personal Property & Valuables for Resident 1 (R1) only has the resident's name handwritten but no Personal Property/Valuables Entrusted to Facility are written nor listed on the LIC 621.

Based on records review, interviews, and observations, the Department did not find sufficient evidence to support the allegation mentioned above. Although the allegation 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.

Allegation: Staff did not ensure adequate laundry services were provided to resident.
It was alleged that facility staff failed to ensure adequate laundry services, as the resident's clothing, bedding, and pajamas were frequently observed to be dirty and soiled.

On 01/14/2026 at 3:05pm, the Department interviewed A1 regarding the allegation. A1 denied the allegation and stated residents' bed linens are changed as needed and on a regular basis. A1 stated residents' clothes are laundered daily. A1 stated the laundry schedule for the facility is AM daily laundry from 6:30am -3:00pm. A1 stated the facility replaces bedding or clothing if a resident's bedding or clothing becomes soiled.

On 01/14/2026 between the hours of 11:05am -1:33pm, the Department conducted 9 interviews with staff in regards to the allegation. 1 of 9 staff confirmed the allegation and stated sometimes if clothes are not clean that means they are not washed, and sometimes if the bed is wet on both sides after it is flipped over. 1 of 9 staff did not confirm nor deny the allegation and stated sometimes if residents have feces or blood in their clothes, it is not in a separated bag. 7 of 9 staff denied the allegation and stated bed linens are changed every day, every other day, or when residents shower, or whenever they are dirty, and soiled bedding and clothing are changed immediately and placed in a separate area to be washed.

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Zina Brown
LICENSING EVALUATOR SIGNATURE:	DATE: 04/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/23/2026

LIC9099 (FAS) - (06/04)

Page: 8 of 11

Control Number 11-AS-20260107161546

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: BRITTANY HOUSE	FACILITY NUMBER: 198320417
	VISIT DATE: 04/23/2026

NARRATIVE

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On 01/14/2026 between the hours of 11:05am -1:33pm and on 02/23/2026 between the hours of 1:29pm -1:37pm, the Department conducted 10 resident interviews in regards to the allegation. 1 of 10 resident did not confirm nor deny the allegation and stated clothes and sheets are clean but sometimes there is a lot of dust which might mean they are not washed well. 9 of 10 residents denied the allegation and stated their clothes and sheets are clean and provided daily, every other day, weekly, or whenever they ask.

On 01/21/2026 at 10:34am, the Department conducted a random room inspection in Room 114 and observed staff removing the bed linen and providing the resident with clean bedding.

On 02/20/2026 between the hours of 4:20pm - 4:30pm, the Department conducted a records review and observed the following: Based on Brittany House Housekeeping Policy under the routine section, it states routine housekeeping functions are performed to maintain the required standard of cleanliness throughout the facility premises. This encompasses cleaning of residents' rooms, baths, halls, corridors, dining rooms, lounges, offices, storerooms, utility rooms, workshops, restrooms, and any other areas frequented by personnel, as well as the laundering of personal items, bed linens, housekeeping items, and dining linens. Per the "Laundry Schedule" for Brittany House that divides staff into two groups (Group 1 and Group 2) to manage the pickup, separation, washing, drying, and folding of linen and clothing, the schedule begins at 6:30am and concludes with a mandatory work area clean-up between 2:40pm and 3:00pm. Per the "To Remember" section of the document, the department noted that the last round for picking up soiled linen and clothing is at 2:30pm, and staff are required to maintain and sign off on both a daily washer/dryer room cleaning log. Furthermore, the facility policy dictates that all linen closets must remain stocked at all times throughout the shift.

Based on records review, interviews, and observations, the Department did not find sufficient evidence to support the allegation mentioned above. Although the allegation 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.

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Zina Brown
LICENSING EVALUATOR SIGNATURE:	DATE: 04/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/23/2026

LIC9099 (FAS) - (06/04)

Page: 9 of 11

Control Number 11-AS-20260107161546

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: BRITTANY HOUSE	FACILITY NUMBER: 198320417
	VISIT DATE: 04/23/2026

NARRATIVE

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Allegation: Staff did not ensure adequate food services were provided to residents.
It was alleged that facility staff failed to ensure adequate food services, as residents reportedly received insufficient meals, limited food options, and beverages were not consistently provided.

On 01/14/2026 at 3:05pm, LPA interviewed A1 regarding the allegation. A1 was aware of the allegation and stated a resident across the hall from A1's office has complained about food quantity. A1 stated nutritious meals are provided to residents daily. A1 confirmed beverages are served with every meal. A1 stated cooks prepare the meals using standardized menus. A1 stated the facility accommodates residents' dietary preferences and needs on an individual basis.

On 01/14/2026 between the hours of 11:05am -1:33pm, the Department conducted 7 interviews with staff in regards to the allegation. 3 of 7 staff confirmed the allegation and stated residents and family members have complained about food quality or quantity, and the same meals are provided over and over again. 4 of 7 staff denied the allegation and stated 3 meals and 2-3 snacks are provided daily, beverages are served with every meal, kitchen staff prepare the meals using menus created by corporate or standardized menus, and dietary preferences and needs are accommodated using index cards or name tags for each plate.

On 01/14/2026 between the hours of 11:05am -1:33pm and on 02/23/2026 between the hours of 1:29pm - 1:37pm, the Department conducted 10 resident interviews in regards to the allegation. 3 of 10 residents confirmed the allegation and stated the food is bad with no taste, bland and the same daily with no change, they do not get enough food, and beverages are only provided sometimes with meals. 1 of 10 resident did not confirm nor deny the allegation and stated the food is okay and not terrible. 6 of 10 residents denied the allegation and stated they like the food, it is okay or good, they get different types of meals daily including protein, carbs, vegetables, baked and fried foods, beverages are served with every meal, and they get enough food and or can ask for more food if still hungry.

On 02/20/2026 between the hours of 4:20pm -4:30pm, the Department conducted a records review and observed the following: The facility provided "Good For Your Health Menus" spanning from December 1, 2025, through March 1, 2026. A review of these records indicates a rotating meal cycle consisting of three daily meals—breakfast, lunch, and dinner—each containing multiple food groups including proteins, vegetables, starches, and desserts. Specifically, breakfast menus documented a variety of beverage options, including cranberry, apple, orange, pineapple, and grape juices. Every menu page reviewed contains a standing directive stating, "Milk and Beverage Offered with Every Meal,". The records further show a wide variety of food options, including specialized holiday meals such as Roast Beef with Savory Thyme Sauce and Rich Cheesecake for Christmas Day, Ham with Pineapple Sauce for New Year's Day, and Pork Chops with Creamy Garlic Sauce for Valentine's Day.

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Zina Brown
LICENSING EVALUATOR SIGNATURE:	DATE: 04/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/23/2026

LIC9099 (FAS) - (06/04)

Page: 10 of 11

Control Number 11-AS-20260107161546

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: BRITTANY HOUSE	FACILITY NUMBER: 198320417
	VISIT DATE: 04/23/2026

NARRATIVE

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SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Zina Brown
LICENSING EVALUATOR SIGNATURE:	DATE: 04/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/23/2026

LIC9099 (FAS) - (06/04)

Page: 11 of 11