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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198603504
Report Date: 04/16/2026
Date Signed: 04/16/2026 04:42:01 PM

Substantiated


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
07/16/2025 and conducted by Evaluator Noemi Galarza
PUBLIC
COMPLAINT CONTROL NUMBER: 28-AS-20250716151740
FACILITY NAME:LA POSADAFACILITY NUMBER:
198603504
ADMINISTRATOR:BEATRIZ ROMEO-LUIFACILITY TYPE:
740
ADDRESS:8120 PAINTER AVETELEPHONE:
(562) 945-2651
CITY:WHITTIERSTATE: CAZIP CODE:
90602
CAPACITY:114CENSUS: 89DATE:
04/16/2026
UNANNOUNCEDTIME BEGAN:
03:33 PM
MET WITH:Colleen Rozatti, Executive DirectorTIME COMPLETED:
04:45 PM
ALLEGATION(S):
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Staff prevents residents from using the public restroom by locking the doors.
Staff did not provide residents meal in a timely manner.
Facility does not have a full time Activity Director.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Galarza conducted a subsequent complaint visit to deliver findings on the above allegations. The purpose of the visit was discussed with new Executive Director Colleen Rozatti.

The investigation consisted of: On 7/22/25, a physical plant tour of common areas, activity areas, public restrooms, dining room meal service and kitchen was conducted. Residents (R1- R11) and staff (S1-S13) were interviewed. Documents consisting of Activities Director & Activities Associate job description, 4 week meal menu, meal serving hours schedule, weekly activities calendar, resident roster, and LIC 500 Personnel Report were obtained. NOTE: The facility did not have any activity calendar posted in a central location accessible to residents


*Narrative continues next page.
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 04/16/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/16/2026
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-20250716151740
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: LA POSADA
FACILITY NUMBER: 198603504
VISIT DATE: 04/16/2026
NARRATIVE
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Allegation: Staff prevents residents from using the public restroom by locking the doors. The complaint alleges that in early July 2025 the community/public 1st floor restroom was being locked so that staff had less of restroom assignments because at that time there was only one housekeeper in the building. It is alleged that a resident informed staff that the 1st floor restroom was locked, the resident was told to go upstairs to use the restroom in their room, and the inaccessibility and closure of the 1st floor public restroom caused the resident to have a couple of incontinence accidents on two different occasions. A total of 11 residents were interviewed. Seven (7) out of 11 residents confirmed the allegation. Resident interviews revealed that they were told by staff the 1st floor restroom was locked because residents were falling in the restroom. Residents said that some residents had incontinence accidents because they were not allowed to use the 1st floor restroom. The restroom closure affected residents in care and their visitors. A total of 13 staff were interviewed. Staff acknowledged the 1st floor restroom was locked and inaccessible to residents in order to "prevent injury". Staff interviews revealed that in early July 2025 Executive Director and medication technicians ordered housekeepers to keep the 1st floor restroom locked because a resident fell twice in the 1st floor restroom. Staff said that previous to the restroom closure directive, the restroom was only closed during maintenance or cleaning. It was established that residents who were able to to to the restroom on their own may be given access to the public restroom, and those that required incontinence assistance were to be escorted by staff to their room bathroom. According to interviews, there were several residents that had incontinence accidents because they did not get to their room bathroom in time. Staff interviews revealed that residents and visitors did not have access to the 1st floor public restroom without getting the key from the lobby receptionist. The findings revealed that the day receptionist shift is not 24 hours a day, and once their shift was over, there was no staff at the front to give residents access to the 1st floor public restroom.
SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 04/16/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/16/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 6
Control Number 28-AS-20250716151740
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: LA POSADA
FACILITY NUMBER: 198603504
VISIT DATE: 04/16/2026
NARRATIVE
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Allegation: Staff did not provide residents meal in a timely manner. It is alleged that in July 2025 meals were not being served on time and on July 16, 2025, lunch service was served at 12:38 PM, instead of 12:00 PM, and as a result residents and their families made attempts to reach out to Administration staff about the late meals, but they did not receive a response. A total of thirteen (13) staff were interviewed, of which nine (9) staff acknowledged that meals have been served late due to staff shortages. Staff interviews revealed that there was one occasion in which the lunch meal was served very late, close to 1 hour after the regular lunch time of 12 PM. The Dining Service Director confirmed that in the month of July 2025 meals were not being served on time because they were not familiar with the schedule since they had just began working at the facility on June 26, 2025. All kitchen staff interviewed confirmed the allegation and stated that on days where there are staffing shortages meals may be served late. For instance, during Summer 2025 there were kitchen/dietary aide staff shortages and at times there was only 1 or 2 dietary aides. According to staff, there are supposed to be 2 cooks and four aides per shift. Additionally, a new directive from Administration and Dining Services Director instructed kitchen staff to take meal trays to resident rooms, and previous practice had caregivers take the meal trays to the resident rooms. A total of 11 residents were interviewed, of which 8 confirmed the allegation. They stated that meals were being served late and cold during July 2025 because there was staffing shortages. Residents stated that meal serving times were not being followed because lunch service is supposed to be at 12:00 PM and during several weeks in July 2025 lunch and sometimes dinner meals were served approximately 30 minutes late but staff still wanted residents to be in the dining room by 12 PM and 5 PM despite meal service delays. The findings indicate that in 2025 there were changes to the Dining Services Director position that resulted in meal time and staff shortages. There is sufficient information to support the allegation.
SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 04/16/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/16/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 6
Control Number 28-AS-20250716151740
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: LA POSADA
FACILITY NUMBER: 198603504
VISIT DATE: 04/16/2026
NARRATIVE
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Allegation: Facility does not have a full-time Activity Director. It was reported that the facility did not have a full-time Activity Director for "a long time". In July 2025, the facility Activity Assistant went on leave and as a result there were limited or no resident engagement activities. According to 13 staff interviews, the facility did not have an Activity Director since the end of 2024 through October 2025. A staff member was appointed the Activities Assistant position in 2024, but went on leave in July 2025. As a result, there were no formal resident engagement activities like., exercise classes, bingo, arts and crafts, music programming, tea with friends, and board games. Receptionists were instructed to place coloring pages in the common areas as "independent activities" for residents. Weekend receptionists make popcorn & lemonade. During the initial complaint visit (7/22/25), LPA reviewed the weekly and monthly activities calendar. On 7/22/25, arts and crafts, manicures, bingo, nostalgic movies, ice cream/milk shake, and cocktail music was scheduled, but no activities were observed during the visit. A total of 11 residents were interviewed, of which 8 residents stated that there has not been an Activity Director "in a very long time" and the Activity Assistant was off on leave. Residents said there was no activity calendar posted and LPA confirmed during the visit that there was no activity calendar posted. Therefore, there is sufficient information to support the allegation.

Based on observation and interviews conducted the preponderance of evidence standard has been met, therefore the above allegations are found to be SUBSTANTIATED. Pursuant to Title 22, California Code of Regulations, a deficiencies are cited.

An exit interview conducted, copy of the report and appeal rights was provided to Executive Director Colleen Rozatti.
SUPERVISORS NAME: Lisa Hicks
LICENSING EVALUATOR NAME: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 04/16/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/16/2026
LIC9099 (FAS) - (06/04)
Page: 4 of 6
Control Number 28-AS-20250716151740
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: LA POSADA
FACILITY NUMBER: 198603504
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 04/16/2026
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Request Denied
Type B
05/07/2026
Section Cited
CCR
87307(b)
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Personal Accommodations and Services. Toilets and bathrooms shall be conveniently located......
This requirement was not met evidenced by:
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Executive Director agreed to submit a written plan of correction that addresses the July 2025 1st floor public bathroom closure, and rectification. A staff in-service will be conducted.

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In July 2025, staff began locking the 1st floor public restrooms because a resident fell twice in the public restroom. Housekeepers were instructed to lock the restroom. As as result, some residents had incontinence accidents because they were not allowed to use the restroom and did not make it in time to their room bathroom. This posed a potential health, safety, and personal rights risk.
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Deficiency Dismissed
Type B
05/07/2026
Section Cited
CCR
87555(b)(18)
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General Food Service Requirements. The following food service requirements shall apply: Sufficient food service personnel shall be employed, trained and their working hours scheduled to meet the needs of residents.

This requirement was not met evidenced by:
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Executive Director agrees to oversee delivery of meals and meal times. Staff in-service will be provided.
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Based on interviews, in the month of July 2025 the facility experienced staff shortages that affected meal service preparation and meal times services, causing residents to wait from 20-45 minutes for their lunch and/or dinner meals. This posed a potential health, safety, and personal rights risk to persons in care.
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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: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 04/16/2026
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/16/2026
LIC9099 (FAS) - (06/04)
Page: 5 of 6
Control Number 28-AS-20250716151740
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: LA POSADA
FACILITY NUMBER: 198603504
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 04/16/2026
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
05/07/2026
Section Cited
CCR
87219(f)
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Planned Activities. In facilities licensed for fifty (50) persons or more, one staff member shall have full-time responsibility to organize, conduct and evaluate planned activities, and shall be given such staff assistance as necessary in order for all residents to participate in accordance with their interests and abilities....This requirement was not met evidenced by:
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Executive Director agrees to oversee activity calendar on a monthly basis and submit a written plan of correction.
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Based on record review and interviews, the findings indicate that the facility did not have an Activity Director since the end of 2024. An activity assistant was responsible for activities, but the staff member went on leave and was off occassionally, and as a result planned activities did not occur. This posed a potential health, safety, and personal rights risk to persons in care.
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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: Noemi Galarza
LICENSING EVALUATOR SIGNATURE:

DATE: 04/16/2026
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/16/2026
LIC9099 (FAS) - (06/04)
Page: 6 of 6