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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198602870
Report Date: 02/27/2024
Date Signed: 02/27/2024 01:54:10 PM

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
02/23/2024 and conducted by Evaluator Valeria Maldonado
PUBLIC
COMPLAINT CONTROL NUMBER: 28-AS-20240223095203
FACILITY NAME:SERENTO CASAFACILITY NUMBER:
198602870
ADMINISTRATOR:SARAH SESAYFACILITY TYPE:
741
ADDRESS:1740 SAN DIMAS AVENUETELEPHONE:
(909) 394-0304
CITY:SAN DIMASSTATE: CAZIP CODE:
91773
CAPACITY:131CENSUS: 61DATE:
02/27/2024
UNANNOUNCEDTIME BEGAN:
09:00 AM
MET WITH:Heather O'Neel- Health Services DirectorTIME COMPLETED:
12:35 PM
ALLEGATION(S):
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Staff do not ensure that residents have access to their mail.
Staff do not provide the residents with activities.
Staff do not allow the residents to go outside.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) V. Maldonado made an unannounced complaint visit to the facility for the purpose of investigating the above-mentioned allegations. LPA Maldonado met with Executive Director (ED), Tucker Brugh, and Health Services Director (HSD), Heather O'Neel, and explained the reason for the visit.

During today's visit, LPA Maldonado obtained a copy of the resident and staff roster, planned activities calendar for January-February 2024, and conducted a tour of the physical plant with HSD Heather. LPA also conducted interviews with ED, HSD, Staff# 1-4 (S1-S4), and Residents# 1-5 (R1-R5).

The investigation revealed the following:
Regarding allegation: Staff do not ensure that residents have access to their mail.
It it alleged that resident's have had mail sitting in their mailboxes for months, do not have access to their mailboxes, and when they request access from staff, staff deny them access.
(Report continued on LIC9099-C...)
Unsubstantiated
Estimated Days of Completion:
SUPERVISOR'S NAME: Fernando FierrosTELEPHONE: (323) 981-3981
LICENSING EVALUATOR NAME: Valeria MaldonadoTELEPHONE: 323-981-3342
LICENSING EVALUATOR SIGNATURE:

DATE: 02/27/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/27/2024
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 2
Control Number 28-AS-20240223095203
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: SERENTO CASA
FACILITY NUMBER: 198602870
VISIT DATE: 02/27/2024
NARRATIVE
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Per interviews conducted with staff, (6) of (6) staff denied the allegation. Staff stated that all residents have their own key for their mailboxes and the mail carrier brings and distributes mail in their boxes. Staff do not have access to resident's mailboxes. Per resident interviews, (5) of (5) residents denied the allegation. Residents stated that they all have their own mailbox key and are able to retrieve their mail at any time. This allegation is Unsubstantiated.
Regarding allegation: Staff do not provide the residents with activities.
It is alleged that the TV in assisted living doesn’t work, residents aren’t allowed to listen to music, and staff do not host activities as provided in the activities calendar. Upon entry to the facility, LPA Maldonado heard music playing in the lobby waiting area. During the tour of the physical plant, LPA observed a group of residents watching a movie on the TV in the assisted living common area. On the opposite side of the room, LPA observed a group of about (10) residents playing bingo, which was being hosted by S1. LPA observed (2) residents putting together puzzles, and (1) resident was playing a game on the computer in a small library behind the group of residents playing bingo. LPA also observed a flyer at the entrance promoting a "Prom Night" event scheduled for 03/05/2024. Per the activities calendar, it was noted that activities are scheduled daily and LPA observed events for that day occurring as scheduled. Per staff interviews, (6) of (6) staff denied the allegation. Staff stated that activities are available daily for all residents, although all may not participate. There are other things/activities available for residents to do that is of their preference, like watching movies, listening to music, or reading books. Per resident interviews, (5) of (5) residents denied the allegation. Residents stated that there are always activities available for residents. (3) of (5) residents stated that although they don't participate in these activities, due to their own preference, they see other residents engaged. This allegation is Unsubstantiated.
Regarding allegation: Staff do not allow the residents to go outside.
It is alleged that the outside courtyard is flooded with no space for residents to sit, and they are told they cannot go outside. LPA observed the outside courtyards of the facility on a day after rain. LPA did not observe any flooding in the courtyards. LPA also observed plenty of chairs and seating space in the covered area of the courtyards where residents can sit outside, including a covered gazebo with seating. Per staff interviews, (6) of (6) staff denied the allegation. They stated residents are allowed to come and go as they please and are not denied stepping outside if they want. Per resident interviews, (5) of (5) residents denied the allegation. Residents stated that anyone can go out to the courtyards or leave the facility when they want, and staff do not deny them exiting the building.

Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur, therefore the allegations are Unsubstantiated.
Per California Code of Regulations, Title 22, no deficiencies were observed or cited during today's visit.
An exit interview was conducted and a copy of this report was provided.
SUPERVISOR'S NAME: Fernando FierrosTELEPHONE: (323) 981-3981
LICENSING EVALUATOR NAME: Valeria MaldonadoTELEPHONE: 323-981-3342
LICENSING EVALUATOR SIGNATURE:

DATE: 02/27/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/27/2024
LIC9099 (FAS) - (06/04)
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