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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198602069
Report Date: 02/19/2026
Date Signed: 02/19/2026 03:59:00 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
12/15/2025 and conducted by Evaluator Jose Anguiano
PUBLIC
COMPLAINT CONTROL NUMBER: 11-AS-20251215114118
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: 145DATE:
02/19/2026
UNANNOUNCEDTIME BEGAN:
08:00 AM
MET WITH:Veronica GomezTIME COMPLETED:
02:30 PM
ALLEGATION(S):
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Staff did not assist resident with exercising
Staff did not assist resident with using the stairs
INVESTIGATION FINDINGS:
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On 02/19/2026 around 8AM, Licensing Program Analyst (LPA) Jose Anguiano conducted a subsequent visit to deliver findings regarding the above allegations; this report supersedes the initial investigation visit conducted on 12/18/2025. LPA met with Administrator Veronica Gomez.
The investigation consisted of the following: LPA toured the entire facility, observed resident rooms and common areas, and requested facility records for review. Records reviewed included two resident files, a personnel report dated 09/01/2025, a resident roster dated 12/15/2025, activities posters, and the incident report for Resident R1 dated 12/11/2025. LPA also interviewed 10 staff members (S1–S10), 11 residents (R1–R11), and two witnesses (W1–W2). On 02/19/2026 doctors discharge records & psychiatric consultation notes were retrieved and analyzed for investigation.
Regarding the allegation staff did not assist resident with exercising It is alleged that R1 was not receiving appropriate assistance with exercise.
Please see (LIC9099-C) for report continuation.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Ulysses Coronel
LICENSING EVALUATOR NAME: Jose Anguiano
LICENSING EVALUATOR SIGNATURE:

DATE: 02/19/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/19/2026
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 3
Control Number 11-AS-20251215114118
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: 02/19/2026
NARRATIVE
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Observations revealed the following: During the tour, the LPA observed activity posters with daily exercise schedules prominently displayed and one activity happening in the activity area with residents participating. Records Review: LPA reviewed the Resident Appraisal which confirmed R1 "Exercises Daily" and Enjoys Group Activities. Medical Records: A Discharge Summary dated (01/02/2026) showed that R1 had recently improved health after being treated for heart and lung issues. The records show "highly involved" in activities. While mostly independent, staff help with "guided maneuvering," which means they help move her arms and legs during exercises to keep safe. Interviews: 10 out of 10 staff members (S1–S10) interviewed disagreed with the allegation. S6 stated that exercise videos and scheduled sessions are provided daily. Residents R1 and R2 indicated they participate in volleyball and daily exercises. Interviews with 10 residents (R1–R10) disagreed with the allegation. Witness W1 mentioned speaking with R1 regarding their enjoyment of the facility’s yoga and other activities participated in facility. During this investigation, the LPA did not find sufficient evidence to support the above-mentioned allegation. Based on the evidence gathered, interviews conducted, and records reviewed, although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation occurred; therefore, the allegation is unsubstantiated.
Regarding the allegation “staff is not assisting resident with exercising” It is alleged that the resident was not being assisted when walking down the stairs. Observations revealed the following: LPA verified and tested two functional elevators available for resident use. No residents were observed utilizing stairs during the course of the investigation. Interviews revealed the following: Staff members S5 and S8 indicated that residents utilize two facility elevators for floor-to-floor transport, as stairs are considered hazardous and are not the primary means of egress for residents. While R1 shared concerns of feeling "secondary," they acknowledged receiving staff help and stated they use the elevator rather than the stairs. Records Review: The Resident Appraisal noted R1 has "Improved Physically" and "can ambulate independently." The Physician’s Report verified R1's status as "Ambulatory." Facility records show the resident is independent in mobility with the use of a walker and does not have a physician-mandated requirement for stair assistance. Because of recovering from breathing problems, using the elevator was actually the safest choice for health. There was no medical requirement to use the stairs, and was able to move around the facility safely without that specific help. During this investigation, the LPA did not find sufficient evidence to support the above-mentioned allegation.
Please see (LIC9099-C) for report continuation.
SUPERVISORS NAME: Ulysses Coronel
LICENSING EVALUATOR NAME: Jose Anguiano
LICENSING EVALUATOR SIGNATURE:

DATE: 02/19/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/19/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 11-AS-20251215114118
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: 02/19/2026
NARRATIVE
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Based on the evidence gathered, interviews conducted, and records reviewed, there is not a preponderance of evidence to prove the alleged violation occurred; therefore, the allegation is unsubstantiated.
No deficiencies were cited. An exit interview was conducted, and a copy of the Complaint Report was provided to Administrator Veronica Gomez.
SUPERVISORS NAME: Ulysses Coronel
LICENSING EVALUATOR NAME: Jose Anguiano
LICENSING EVALUATOR SIGNATURE:

DATE: 02/19/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/19/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 3