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32 | The investigation revealed the following:
Allegation: Staff do not ensure that resident have access to the facility.
It was alleged that exterior doors at the facility are locked overnight and that staff are not consistently available to grant access to residents returning from appointments, including early morning medical visits. It was further alleged that residents have had to wait outside for extended periods, bang on the glass to be let in, or leave the property to locate staff at another building. It was also alleged that residents previously had key access to the facility; however, management changed the locks so that only the Director and Property Manager hold keys. On 04/19/2026, a resident reportedly waited approximately 1.5 hours outside before being allowed entry.
On 05/07/2026 at 12:24pm, the Department interviewed A1. A1 denied the allegation and stated that the facility maintains staff in the building 24 hours a day and that staff carry pagers connected to the front doorbell system to ensure residents have timely access to the facility. A1 reported that concierge staff are present from 6:00am -10:00pm. A1 stated that residents have never been issued master keys due to safety concerns. A1 stated not having any knowledge of any resident waiting outside for 1.5 hours on 04/19/2026 and expressed disbelief that such an incident occurred. A1 further stated that Palm Court, located across the street, offers 24-hour concierge service, and that residents have A1's personal phone number available to them. A1 reported that the facility recently audited the pager system to ensure staff compliance and confirmed that the system was functioning properly at the time of the audit.
On 05/07/2026, between 9:24am - 12:02pm, the Department interviewed 9 staff members regarding the allegation. 8 out of 9 staff denied the allegation due to not being on duty at the time of reported incident occurring. Also of the 8 staff who denied the allegation mentioned not having any knowledge of any resident having waited outside for an extended period. 1 of 9 staff stated having awareness of the allegation due to a resident mentioning their difficult experience entering the facility due to recent lock changes implemented by corporate. Staff stated the facility's procedures for access in and out of the facility, include the use of the front doorbell, pagers, overnight emergency phone lines, and the expectation that care staff respond to after-hours access needs. Staff reported that doors are unlocked between the hours of 6:00am - 10:00pm and locked overnight for resident safety. Staff expressed that residents or families typically notify the facility in advance when returning late.
Investigation Findings Report continues on LIC 9099-C
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