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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198602069
Report Date: 04/09/2026
Date Signed: 04/09/2026 03:45:43 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
04/02/2026 and conducted by Evaluator Bernadette Allen
COMPLAINT CONTROL NUMBER: 11-AS-20260402163419
FACILITY NAME:PALMCREST GRAND RESIDENCEFACILITY NUMBER:
198602069
ADMINISTRATOR:GOMEZ, VERONICAFACILITY TYPE:
740
ADDRESS:3503 CEDAR AVENUETELEPHONE:
(562) 595-4551
CITY:LONG BEACHSTATE: CAZIP CODE:
90807
CAPACITY:262CENSUS: 150DATE:
04/09/2026
UNANNOUNCEDTIME BEGAN:
08:48 AM
MET WITH:Veronica Gomez-AdministratorTIME COMPLETED:
03:45 PM
ALLEGATION(S):
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Staff did not provide 60-days notice prior to rent increase.
Staff do not keep an accurate care record.
Facility admission agreement does not have eviction or rent increase procedure.
INVESTIGATION FINDINGS:
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On 4/9/2026 at 8:30AM, Licensing Program Analyst (LPA) Bernadette Allen conducted an unannounced visit to deliver the findings for the alleged allegations. LPA identified herself and met Veronica Gomez who was informed of the purpose of the visit.

The investigation consisted of the following:

On 4/8/2026, the Department requested and received the resident and staff roster dated 4/8/2026, Record review for Resident 1(R1) which included the following documents: Admissions agreement dated 3/23/2023, Appraisals, Hospice notes/records from Valley Best Care, Inc, physicians’ reports & needs and service plans for the year 2023,2024,2025. Medication list and MAR (Medication Administration Record) and conducted interviews with ten (10) residents and ten (10) staff members.

Continued
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Bernadette Allen
LICENSING EVALUATOR SIGNATURE:

DATE: 04/09/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/09/2026
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 4
Control Number 11-AS-20260402163419
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: PALMCREST GRAND RESIDENCE
FACILITY NUMBER: 198602069
VISIT DATE: 04/09/2026
NARRATIVE
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The investigation revealed the following:

Allegation 1: Staff did not provide 60-days’ notice prior to rent increase.

On 4/8/2026 at 8:45 AM, the department reviewed documents and resident 1(R1) file which revealed in the admission agreement signed and dated 3/23/2023 and addendums dated 3/20/2023 which does disclose the responsibilities of the resident and/or responsible parties signed and dated on 3/17/2023, the department also observed documentation of 60-day notices for the monthly rent change with effective dates of January 1,2024 and January 1,2025 and Valley Best Care Inc. hospice care files which reflect that care was provided from 12/7/2023-9/11/2025.

At 2:00-5:00 PM, the department attempted to interview resident1 (R1) but they no longer live at the facility while residents 2- 4 (R2-R4) stated that they were not sure because their representatives handle their personal business with facility.

Residents 6- 10 (R6-R10) stated that they do receive notification of monthly increase in writing annually and that they were aware of this information being within their admission agreement.

The department also conducted interviews with ten (10) Staff members (S1-S10) and 4 out of 10 staff stated that they were not sure if a 60day notice of rent increase is given to residents in care and the remaining 6 staff members (S6-S10) stated residents and/or their representatives are informed annually about their monthly increase in writing which is also in their admission agreements.

On 4/9/2026 at 12:30PM, During the visit the department reviewed 5 residents files for current documentation that reflect 60-day notices of annual rent increase/eviction which is within admission agreements, and current care records and based on the observations all 5 files were up to date.

The investigation revealed the following:

Allegation 2: Staff do not keep an accurate care record.

On 4/8/2026 at 8:45 AM, the department reviewed documents and resident 1(R1) file which revealed in the admission agreement signed and dated 3/23/2023 and addendums dated 3/20/2023 which does disclose the responsibilities of the resident and/or responsible parties signed and dated on 3/17/2023, the department also observed documentation of 60-day notices for the monthly rent change with effective dates of January 1,2024 and January 1,2025 and Valley Best Care Inc. hospice care files which reflect that care was provided from 12/7/2023-9/11/2025.

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Bernadette Allen
LICENSING EVALUATOR SIGNATURE:

DATE: 04/09/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/09/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 4
Control Number 11-AS-20260402163419
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: PALMCREST GRAND RESIDENCE
FACILITY NUMBER: 198602069
VISIT DATE: 04/09/2026
NARRATIVE
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At 2:00-5:00 PM, the department attempted to interview resident1 (R1) but they no longer live at the facility while residents 2- 4 (R2-R4) stated that they were not sure if the facility keeps accurate care records because their representatives handle their personal business/care with facility.

Residents 6- 10 (R6-R10) express confidence that the facility staff does keep accurate care records.

The department also conducted interviews with ten (10) Staff members (S1-S10) and 4 out of 10 staff expressed confidence that residents are accurate. Staff reported that when residents have a change of condition Medtech’s are informed and documented and if required needs and service plans are updated.

On 4/9/2026 at 12:30PM, During the visit the department reviewed 5 residents files for documentation that reflect 60-day notices of annual rent increase/eviction which is within admission agreements, and current care records and based on the observations all 5 files were up to date.

LPA also attempted to contact Valley Best Care, Inc., but the department was unable to speak to a representative during the investigation. The department did however review Valley Best Care Inc. hospice care files which reflect that care was provided from 12/7/2023-9/11/2025.

The investigation revealed the following:

Allegation 3: Facility admission agreement does not have eviction or rent increase procedure.

On 4/8/2026 at 8:45 AM, the department reviewed documents and resident 1(R1) file which revealed in the admission agreement signed and dated 3/23/2023 and addendums dated 3/20/2023 which does disclose the responsibilities of the resident and/or responsible parties signed and dated on 3/17/2023, the department also observed documentation of 60-day notices for the monthly rent change with effective dates of January 1,2024 and January 1,2025 and Valley Best Care Inc. hospice care files which reflect that care was provided from 12/7/2023-9/11/2025.

At 2:00-5:00 PM, the department attempted to interview resident1 (R1) but they no longer live at the facility while residents 2- 4 (R2-R4) stated that they were not sure because their representatives handle their personal business with facility.

Residents 6- 10 (R6-R10) stated that their admissions agreement does reflect the annual monthly increase, and 60-day notices are given to them in writing in advance.

Continued

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Bernadette Allen
LICENSING EVALUATOR SIGNATURE:

DATE: 04/09/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/09/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 4
Control Number 11-AS-20260402163419
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: PALMCREST GRAND RESIDENCE
FACILITY NUMBER: 198602069
VISIT DATE: 04/09/2026
NARRATIVE
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The department also conducted interviews with ten (10) Staff members (S1-S10) and 4 out of 10 staff stated that they were not sure if resident admissions agreements list the procedures for eviction/ 60day notice of rent increase and the remaining 6 staff members (S6-S10) stated residents and/or their representatives are informed annually about their monthly increase in writing which is also in their admission agreements.

On 4/9/2026 at 12:30PM, During the visit the department reviewed 5 residents files for documentation that reflect 60-day notices of annual rent increase/eviction which is within admission agreements, and current care records and based on the observations all 5 files were up to date.

Based on the interviews, records reviewed and observations the Department found no evidence to support the above allegations. While the allegations may be valid or have occurred, there is insufficient evidence to establish whether the alleged violations took place or did not. Therefore, the allegation is determined to be Unsubstantiated.

An exit interview was conducted where this report was discussed and provided to Veronica Gomez-Administrator at the conclusion of the visit with appeal rights.

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Bernadette Allen
LICENSING EVALUATOR SIGNATURE:

DATE: 04/09/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/09/2026
LIC9099 (FAS) - (06/04)
Page: 4 of 4