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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306004192
Report Date: 04/09/2024
Date Signed: 04/09/2024 11:50:45 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, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
This is an official report of an unannounced visit/investigation of a complaint received in our office on
04/02/2024 and conducted by Evaluator Sean Haddad
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20240402152116
FACILITY NAME:WHITTEN HEIGHTS ASSISTED LIVING AND MEMORY CAREFACILITY NUMBER:
306004192
ADMINISTRATOR:STEVE SHENFACILITY TYPE:
740
ADDRESS:200 WEST WHITTIER BLVD.TELEPHONE:
(562) 691-1200
CITY:LA HABRASTATE: CAZIP CODE:
90631
CAPACITY:196CENSUS: 122DATE:
04/09/2024
UNANNOUNCEDTIME BEGAN:
08:05 AM
MET WITH:Faye ShenTIME COMPLETED:
12:05 PM
ALLEGATION(S):
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Staff did not ensure hot water heater works properly
INVESTIGATION FINDINGS:
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This unannounced inspection is being conducted by Licensing Program Analyst (LPA) Sean Haddad for the purpose of investigating the above-mentioned complaint allegation. LPA met with Chief Operations Officer (COO) Faye Shen and explained the reason for today’s inspection.

The investigation into the allegation that staff did not ensure hot water heater works properly revealed the following: During the course of the investigation, LPA inspected the facility, interviewed Administrator (AD) Allen Nishikawa, residents, and staff, and obtained and reviewed copies of the resident roster, staff roster, and a water shut-off notice dated April 5, 2024.

Regarding the allegation that the staff did not ensure hot water heater works properly: it was alleged that the facility’s hot water goes out regularly, the longest outage lasted three days, and the most recent outage was during the week of March 25, 2024.
Unsubstantiated
Estimated Days of Completion:
SUPERVISOR'S NAME: Armando J LuceroTELEPHONE: (714) 703-2840
LICENSING EVALUATOR NAME: Sean HaddadTELEPHONE: (714) 335-7094
LICENSING EVALUATOR SIGNATURE:

DATE: 04/09/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/09/2024
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 22-AS-20240402152116
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
FACILITY NAME: WHITTEN HEIGHTS ASSISTED LIVING AND MEMORY CARE
FACILITY NUMBER: 306004192
VISIT DATE: 04/09/2024
NARRATIVE
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LPA reviewed the facility’s compliance history and noted no complaints regarding hot water outages in the past year. LPA inspected 8 resident rooms and observed the hot water to be working. Per AD, the water at the facility was shut off on April 5, 2024 from 7PM to 11PM for maintenance and residents were warned via a flier that was circulated. AD is unaware of any other water issues in the last year. LPA reviewed a water shut-off notice dated April 5, 2024 which was used to notify residents of the recent water shut off. LPA interviewed eight residents. Three of these residents did not notice the water being shut off and five of these residents were aware of the water shut off on April 5, 2024 and reported the maintenance was completed timely and did not impact them. However, four of the residents reported additional hot water outages in the past year or two that affected their ability to care for their hygiene needs, with some outages lasting for days, but four residents reported that the April 5, 2024 maintenance outage was the only hot water outage in the past year or two. LPA interviewed the facility’s maintenance director who reported that the April 5, 2024 shut off was due to maintenance and that it was the only shut off in the last year. The maintenance director stated that the hot water went out three months ago for one and half hours, but that they fixed it quickly. In addition, the electricity for the entire city went out for a few hours sometime in the last year, but the maintenance director does not believe that should have affected the hot water at the facility due to the size of the storage tank. Per the maintenance director, these are the only two water issues in the past year and that if there are ever any issues with the water boiler they are notified immediately and will fix the issue as quickly as possible. When interviewed, the maintenance director stated that it is not possible for some rooms to lose hot water individually while the water boiler is still working because the water system does not have internal shut offs. Based on the information obtained, the water was shut down for maintenance with proper notice to residents and minimal impact and when the hot water went out three months ago it was addressed by the facility in less than two hours with minimal impact to residents. The information obtained regarding whether there have been frequent hot water outages that lasted for days in the past two years is conflicting.

Based on the information gathered during the investigation and review of all documents obtained, the Department is unable to ascertain if the above allegation occurred as reported. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove or refute the alleged violation occurred; therefore, this allegation is deemed Unsubstantiated. An exit interview was conducted and a copy of this report was discussed with and provided to facility representative.
SUPERVISOR'S NAME: Armando J LuceroTELEPHONE: (714) 703-2840
LICENSING EVALUATOR NAME: Sean HaddadTELEPHONE: (714) 335-7094
LICENSING EVALUATOR SIGNATURE:

DATE: 04/09/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/09/2024
LIC9099 (FAS) - (06/04)
Page: 2 of 2