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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198603035
Report Date: 11/25/2025
Date Signed: 11/25/2025 04:21:13 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
MONTEREY PARK ASC, 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
11/18/2025 and conducted by Evaluator Sanjay Vaid
PUBLIC
COMPLAINT CONTROL NUMBER: 28-AS-20251118083942
FACILITY NAME:PUENTE HOMEFACILITY NUMBER:
198603035
ADMINISTRATOR:MELISSA VAZQUEZFACILITY TYPE:
737
ADDRESS:1423 E PUENTE AVETELEPHONE:
(626) 331-6331
CITY:WEST COVINASTATE: CAZIP CODE:
91791
CAPACITY:4CENSUS: 4DATE:
11/25/2025
UNANNOUNCEDTIME BEGAN:
10:14 AM
MET WITH:Ronnie Chua-AdministratorTIME COMPLETED:
04:37 PM
ALLEGATION(S):
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Staff left client unsupervised while in care.
Staff emotionally abuse client in care.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Vaid conducted an unannounced 10-day initial complaint visit and met with Administrator Ronnie Chua and explained the purpose of the visit. Toured the facility and interviewed staff and clients, requested, obtained and reviewed the following documents.
Client #1 (C1) Identification & Emergency information (Face sheet), Physician’s report, Individual Behavioral Service Plan (IBSP), Individual Program Plan (IPP), Functional Capabilities Assessment, Shift to Shift notes (Nov 2025) and Incident reports (Nov 2025). Client #1 (C1) and Client #2 (C2), and Client #3 (C3) were interviewed. Client #4 (C4) was at day program and was therefore not interviewed.

The investigation reveals:

Continued on page 9099C....................
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Fernando Fierros
LICENSING EVALUATOR NAME: Sanjay Vaid
LICENSING EVALUATOR SIGNATURE:

DATE: 11/25/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/25/2025
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-20251118083942
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
MONTEREY PARK ASC, 1000 CORPORATE CNTR DR. ST 500
MONTEREY PARK, CA 91754
FACILITY NAME: PUENTE HOME
FACILITY NUMBER: 198603035
VISIT DATE: 11/25/2025
NARRATIVE
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Regarding the allegation: Staff left client unsupervised while in care. It is alleged that staff #2 and #3 (S2 and S3) left C1 unattended while shopping at a department store. Three (3) of three (3) staff interviewed stated during the trip to department store on 11/17/25, C1 is on a 2:1 ratio while out in the community. According to records reviewed, C1’s behaviors include fabricating stories, mood swings, and demanding attention, physical aggression, and verbal aggression. Staff stated C1 required 1:1 ratio in the facility and 2:1 when out in the community, residents are given space to express their behaviors. S2 and S3 took C1 to the store, after C1’s shopping was completed C1 wanted to leave and started displaying behaviors. C1 wanted space from staff, S2 and S3 gave C1 the space and watched from a safe viewing distance in the store. After the shopping was complete C1, S2 and S3 returned to the facility without incident. Based on 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 did or did not occur, therefore the allegation is unsubstantiated.

Regarding the allegation: Staff emotionally abuse client in care. It is alleged that staff were emotionally abusive towards the client in care by following them in the community. Three (3) of three (3) staff interviewed deny this allegation, according to staff interviewed they stated they are aware of C1’s behaviors and encourage only health habits and behaviors so C1 can be productive in and out of the community. Interviewed staff stated they communicated with C1 in positive voice and tone, encourage and validate C1’s feelings to express themselves calmly. Due to C1’s behaviors, two staff follow C1 when C1 walks out of the facility to keep C1 from injuring themselves. Interviewed staff indicated that C-1 has a history of fabricating stories which are monitored and recorded by staff. Interviewed staff indicated that they have not witnessed any staff emotionally abusing clients. Client interviews revealed that staff are not emotionally abusive towards them. Clients indicated that they have not witnessed any staff abusing clients. Client interviews revealed that staff are nice and respectful and did not have any concerns regarding this matter. Interviews and reviewed documentation do not corroborate this allegation. Although the allegation 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 was conducted, and a copy of this report was provided to Administrator Ronnie Chua.
SUPERVISORS NAME: Fernando Fierros
LICENSING EVALUATOR NAME: Sanjay Vaid
LICENSING EVALUATOR SIGNATURE:

DATE: 11/25/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/25/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 2