198602272-4-30-2026-28-AS-LHIS-DTZTV3-20260512150316

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 198602272
Report Date: 04/30/2026
Date Signed: 04/30/2026 10:47:38 AM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754

This is an official report of an unannounced visit/investigation of a complaint received in our office on
04/03/2026 and conducted by Evaluator Jewel Baptiste

COMPLAINT CONTROL NUMBER: 28-AS-20260403133657

FACILITY NAME:	HOUSE OF HOPE		FACILITY NUMBER:	198602272
ADMINISTRATOR:	REYNAGA, VIVIANA		FACILITY TYPE:	740
ADDRESS:	14558 BROADWAY STREET		TELEPHONE:	(562) 325-0572
CITY:	WHITTIER	STATE: CA	ZIP CODE:	90604
CAPACITY:	5	CENSUS: 5	DATE:	04/30/2026
		UNANNOUNCED	TIME BEGAN:	09:34 AM
MET WITH:	Administrator Viviana Reynaga		TIME COMPLETED:	11:01 AM

ALLEGATION(S):

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Staff do not notify the residents' responsible party of a change of condition.
Staff do not assist residents' with ADL's
Staff did not allow a resident to eat food.
Staff do not conduct group acitivites for residents'

INVESTIGATION FINDINGS:

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On 04/30/26, Licensing Programming Analyst (LPA) Jewel Baptiste conducted a subsequent complaint visit to the facility. Upon arrival, LPA met with Direct Support Professional (DSP)Veronia Navarro, who contacted Viviana Renaga (Administrator) and explained the purpose of the visit. At 9:35 a.m., Viviana Renaga (Administrator) arrived and assisted with the visit.

During the previous visit on 4/07/2026, LPA obtained the resident roster, staff roster, activities calendar, two (2) physician reports for R1, Photo of R1 hospice contact information, R1 identification and emergency information, R1 needs and service plan, R1 admission agreement, R1 preplacement appraisal, R1 hospice physician’s orders, R1 Responsible party confirmation, Staff notes, Incident report dated 4/01/2026, Healing care hospice sign in sheet, and hospice visit documentation. LPA also reviewed the food supply with DSP Silvia. LPA interviewed the administrator and three (3) staff members, who shall be referred to as Staff #2 through Staff #4 (S2-S4). LPA also interviewed a total of 5 residents who shall be referred to as resident#2 through resident #6 (R2-R6). Report continued on 9099c

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Jewel Baptiste
LICENSING EVALUATOR SIGNATURE:	DATE: 04/30/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/30/2026

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 6

Control Number 28-AS-20260403133657

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754

FACILITY NAME: HOUSE OF HOPE	FACILITY NUMBER: 198602272
	VISIT DATE: 04/30/2026

NARRATIVE

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Prior to the visit, LPA interviewed Resident #1(R1) and staff#1(S1). LPA interviewed two family members of R1, a Hospice Nurse, a Cal Aim placement coordinator, and a Family friend of R1, who shall be referred to as W1 through W5.

The investigation reveals the following: Regarding "Staff do not notify the residents' responsible party of a change of condition," it is alleged that the facility failed to inform R1’s responsible party when R1 fainted. According to the Administrator, R1 fainted twice: the first time, R1 was admitted to the facility, and the family was updated; the second incident sent R1 to the hospital. Both times, R1’s family was notified. W1 stated that R1 fainted about 3-4 times and that each time they were under the impression that the family knew. R1’s responsible party believes that R1 doesn’t faint but gets long-winded whenever moving a certain distance. Staff interviewed stated that it was 2-3 times R1 had fainted, and each time Hospice and family were notified. They further stated that there was never any change in R1's condition.

The investigation reveals the following: Regarding "Staff do not assist residents with ADLs," it is alleged that the facility does not assist R1 with baths when hospice is not present. LPA interviewed the Administrator, who stated that the facility provides R1 with a bath as needed and that hospice comes twice a week to provide a bath. All staff interviewed stated they have always assisted R1 with ADL’s, including bathing as needed. All residents stated the facility provides them with a proper bath and brief changes. W1 stated that whenever they are at the facility, R1 is always clean.

The investigation reveals the following: Regarding “Staff did not allow a resident to eat food," it is alleged that S1 did not allow R1 to eat the ice cream provided by W2. LPA interviewed the Administrator, who stated that they are unaware of the incident. All staff interviewed denied the allegation, stating that they had never withheld food from the residents. 5 out of 6 Residents denied the allegation. S1 denied the incident ever happened. R1 stated they do not remember the incident.

Report continued on 9099c

SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Jewel Baptiste
LICENSING EVALUATOR SIGNATURE:	DATE: 04/30/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/30/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 6

Control Number 28-AS-20260403133657

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754

FACILITY NAME: HOUSE OF HOPE	FACILITY NUMBER: 198602272
	VISIT DATE: 04/30/2026

NARRATIVE

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The investigation reveals the following: Regarding “Staff do not conduct group activities for residents'., it is alleged that facilities do not provide activities for the residents. The administrator and staff stated that they provide residents with activities such as puzzles, cards, dancing, music, the lottery, and spa treatments. 3 out of 6 residents stated the facility provides activities. 1 out of 6 residents stated there were no activities. 1 out of 6 residents stated there were activities but chose not to participate. 1 out of 6 residents is unsure if they did activities. LPA received/reviewed the activities calendar provided by the facility.

Based on LPA's interviews, investigation revealed: Although the allegations 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.

Exit Interview Conducted with Administrator/ A Copy of the Report Issued.

SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Jewel Baptiste
LICENSING EVALUATOR SIGNATURE:	DATE: 04/30/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/30/2026

LIC9099 (FAS) - (06/04)

Page: 3 of 6

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754

This is an official report of an unannounced visit/investigation of a complaint received in our office on
04/03/2026 and conducted by Evaluator Jewel Baptiste

PUBLIC

COMPLAINT CONTROL NUMBER: 28-AS-20260403133657

FACILITY NAME:	HOUSE OF HOPE		FACILITY NUMBER:	198602272
ADMINISTRATOR:	REYNAGA, VIVIANA		FACILITY TYPE:	740
ADDRESS:	14558 BROADWAY STREET		TELEPHONE:	(562) 325-0572
CITY:	WHITTIER	STATE: CA	ZIP CODE:	90604
CAPACITY:	5	CENSUS:	DATE:	04/30/2026
		UNANNOUNCED	TIME BEGAN:	09:34 AM
MET WITH:	Administrator Viviana Reynaga		TIME COMPLETED:	11:01 AM

ALLEGATION(S):

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Staff do not provide residents' with adequate food service
Staff refused to accept the resident back to the facility

INVESTIGATION FINDINGS:

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Substantiated

Estimated Days of Completion:

SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Jewel Baptiste
LICENSING EVALUATOR SIGNATURE:	DATE: 04/30/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/30/2026

This report must be available at Child Care and Group Home facilities for public review for 3 years.

LIC9099 (FAS) - (06/04)

Page: 4 of 6

Control Number 28-AS-20260403133657

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754

FACILITY NAME: HOUSE OF HOPE	FACILITY NUMBER: 198602272
	VISIT DATE: 04/30/2026

NARRATIVE

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The investigation reveals the following: Regarding " Staff do not provide residents with adequate food service," it is alleged that R1 has lost significant weight over the past three months. The Administrator and staff stated that all residents eat 3 times a day with snacks in between. All 5 residents confirmed that they were provided with adequate food. LPA received pictures of R1's food from the administrator and family members. The food described in the photo was a sandwich and a bowl of shredded chicken. LPA reviewed R1’s physician’s report and confirmed R1 is on a puree texture, No Added Salt (NAS), and Consistent Carbohydrate (CCHO) diet. The food R1 was receiving did not align with the diet that was ordered by the physician.

The investigation reveals the following: Regarding " Staff refused to accept the resident back to the facility," it is alleged that the facility refused to accept the resident back from the hospital. The Administrator stated they did not take the resident back because the resident requires blood sugar checks, and the facility is not equipped to manage their medication. The Administrator did not consult with Licensing nor follow the process for a resident needing a higher level of care.

Based on LPA observations, interviews, and file review, the preponderance-of-the-evidence standard has been met; therefore, the above allegations are found to be SUBSTANTIATED. California Code of Regulations, Title 22, is being cited on the attached LIC9099D.

Exit Interview Conducted with Administrator/ Appeal Rights Provided / A Copy of the Report Issued.

SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Jewel Baptiste
LICENSING EVALUATOR SIGNATURE:	DATE: 04/30/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/30/2026

LIC9099 (FAS) - (06/04)

Page: 5 of 6

Control Number 28-AS-20260403133657

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754

FACILITY NAME: HOUSE OF HOPE	FACILITY NUMBER: 198602272
DEFICIENCY INFORMATION FOR THIS PAGE:	VISIT DATE: 04/30/2026

Deficiency Type POC Due Date / Section Number	DEFICIENCIES		PLAN OF CORRECTIONS(POCs)
Type B 05/21/2026 Section Cited CCR 87555(b)(7)	1 2 3 4 5 6 7	87555 General Food Service Requirements (b) The following food service requirements shall apply:(7) Modified diets prescribed by a resident's physician as a medical necessity shall be provided. This requirement was not met as evidence by:	1 2 3 4 5 6 7	The facility agrees to provide staff traing on regulation 87555 and a copy of the training records will be sent to LPA by POC due date.
	8 9 10 11 12 13 14	Based on observation, photos and file review the facility was not providing R1 with a puree diet, which poses an potential health, safety or personal rights risk to persons in care.	8 9 10 11 12 13 14
Type B 05/21/2026 Section Cited HSC 1569.682(i)(1)	1 2 3 4 5 6 7	(i) Nothing in Section 87224 precludes the licensee from initiating the urgent relocation to a licensed health facility of a terminally ill resident receiving hospice services when the resident's condition has changed and a joint determination has been made by the Department, the resident or resident's health care surrogate decision maker, the resident's hospice agency, a physician, and the licensee, that the resident's continued retention in the facility poses a health and safety risk to the resident or any other facility resident.	1 2 3 4 5 6 7	Based on interviews the facility did not take pick up R1 and followed the process of a resident needing a higher level of care, which poses an potential health, safety or personal rights risk to persons in care.
	8 9 10 11 12 13 14	(1) The licensee shall follow the procedures specified in Section 87637(b)(2) to reduce the risk of This requirement was not met as evidence by:	8 9 10 11 12 13 14	The facility agreed to construct a plan of action outlining what they wil do when ever they are faced with this situation. The plan will be sent to the LPA by POC due date.

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: Lisa Hicks
LICENSING EVALUATOR NAME: Jewel Baptiste
LICENSING EVALUATOR SIGNATURE:	DATE: 04/30/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/30/2026

LIC9099 (FAS) - (06/04)

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