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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306004192
Report Date: 09/09/2026
Date Signed: 09/09/2026 04:33:15 PM

Substantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 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
08/11/2026 and conducted by Evaluator Brandon Lopez
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20260811162840
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: 124DATE:
09/09/2026
UNANNOUNCEDTIME BEGAN:
02:45 PM
MET WITH:Chief Operating Officer Faye ShenTIME COMPLETED:
04:50 PM
ALLEGATION(S):
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Staff do not ensure privacy is afforded when care is provided
INVESTIGATION FINDINGS:
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On September 9, 2026, Licensing Program Analyst (LPA) Brandon Lopez made an unannounced visit to the facility to continue the investigation into the allegation listed above and to deliver the complaint findings. LPA was greeted and granted entry into the facility by staff after explaining the purpose for the visit. Chief Operating Officer Faye Shen was present and assisted on today's visit.

During the course of the investigation, LPA conducted interviews with residents, staff, reviewed and obtained pertinent documents for this complaint. Regarding the allegation, staff do not ensure privacy is afforded when care is provided, the following has been concluded: It was alleged that staff do not ensure privacy is afforded to Resident #1 (R1) when care is provided. During the investigation, LPA attempted to interview R1 regarding the allegation for this complaint. However, R1 declined to be interviewed. During the course of the investigation, LPA obtained photographic evidence regarding the allegation. LPA obtained several photos dated October 5, 2025, October 6, 2025, October 10, 2025, June 3, 2026, June 14, 2026, and August 10, 2026. CONTINUED ON LIC9099-C
Substantiated
Estimated Days of Completion: 90
SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Brandon Lopez
LICENSING EVALUATOR SIGNATURE:

DATE: 09/09/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/09/2026
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 5
Control Number 22-AS-20260811162840
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
FACILITY NAME: WHITTEN HEIGHTS ASSISTED LIVING AND MEMORY CARE
FACILITY NUMBER: 306004192
VISIT DATE: 09/09/2026
NARRATIVE
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Each photo was captured in R1's bedroom while R1 was receiving assistance from facility staff with incontinence care and/or changing. In each photo, R1's bedroom door is observed to be open while R1 is partially, or fully nude. Therefore, anyone passing by R1's bedroom, such as other residents or visitors of the facility, could have seen R1 exposed while they were receiving assistance with incontinence care and/or changing. Additionally, the photographs demonstrate a pattern of R1 not being given privacy while they are receiving care as there are at least six documented instances of this occurring. During the investigation, staff interviews also corroborated that the complaint allegation has been an on going issue and that staff have previously been reminded to close R1's bedroom door while they are receiving care.

Based on the evidence gathered during this investigation, the Department obtained sufficient evidence to substantiate the allegation that, staff do not ensure privacy is afforded when care is provided. The preponderance of evidence standards has been met; therefore, the above allegation is Substantiated. A deficiency is being cited on the attached LIC9099-D page. An exit interview was conducted with Chief Operating Officer Faye Shen. A copy of the report and appeal rights were provided at time of visit.
SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Brandon Lopez
LICENSING EVALUATOR SIGNATURE:

DATE: 09/09/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/09/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 5
Control Number 22-AS-20260811162840
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868

FACILITY NAME: WHITTEN HEIGHTS ASSISTED LIVING AND MEMORY CARE
FACILITY NUMBER: 306004192
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 09/09/2026
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type A
09/21/2026
Section Cited
CCR
87468.2(a)(1)
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87468.2 Additional Personal Rights of Residents in Privately Operated Facilities: (a) ...residents ... shall have all of the following personal rights: (1) To have a reasonable level of personal privacy in ... medical treatment, personal care and assistance...
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The Chief Operating Officer (COO) stated that she will conduct an in service training with all facility staff regarding the regulation cited. The COO agreed to provide LPA proof of training via email or fax by POC due date.
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This requirement is not evidenced by: Based on evidence gathered, the Licensee did not ensure that R1 received privacy during incontinence care and/or changing on several documented occasions. This posed an immediate health, safety, and/or 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.
SUPERVISOR'S NAME: Sheila Santos
LICENSING EVALUATOR NAME: Brandon Lopez
LICENSING EVALUATOR SIGNATURE:

DATE: 09/09/2026
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/09/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 5
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 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
08/11/2026 and conducted by Evaluator Brandon Lopez
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20260811162840

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: 124DATE:
09/09/2026
UNANNOUNCEDTIME BEGAN:
02:45 PM
MET WITH:Chief Operating Officer Faye ShenTIME COMPLETED:
04:50 PM
ALLEGATION(S):
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Staff are unable to communicate with residents
INVESTIGATION FINDINGS:
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On September 9, 2026, Licensing Program Analyst (LPA) Brandon Lopez made an unannounced visit to the facility to continue the investigation into the allegation listed above and to deliver the complaint findings. LPA was greeted and granted entry into the facility by staff after explaining the purpose for the visit. Chief Operating Officer Faye Shen was present and assisted on today's visit.

During the course of the investigation, LPA conducted interviews with residents, staff, reviewed and obtained pertinent documents for this complaint. Regarding the allegation, staff are unable to communicate with residents, the following has been concluded: During the course of the investigation, LPA conducted interviews with eight facility residents. Seven out of the eight residents interviewed denied the allegation. The seven residents reported no issues with communicating with staff or with any language barriers. However, one resident interviewed corroborated the allegation and reported that certain staff are unable to communicate with residents in English. During the investigation, LPA conducted interviews with six facility staff members. CONTINUED ON LIC9099-C
Unsubstantiated
Estimated Days of Completion: 90
SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Brandon Lopez
LICENSING EVALUATOR SIGNATURE:

DATE: 09/09/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/09/2026
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 5
Control Number 22-AS-20260811162840
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
FACILITY NAME: WHITTEN HEIGHTS ASSISTED LIVING AND MEMORY CARE
FACILITY NUMBER: 306004192
VISIT DATE: 09/09/2026
NARRATIVE
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Six out of the six staff interviewed denied the allegation. During the interviews, the six staff were also able to demonstrate their understanding and proficiency in English.

Based on the evidence gathered during the investigation, the Department is unable to ascertain if the 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, the allegation that, staff are unable to communicate with residents, is deemed UNSUBSTANTIATED. An exit interview was conducted with Chief Operating Officer Faye Shen and a copy of the report was provided at time of visit.
SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Brandon Lopez
LICENSING EVALUATOR SIGNATURE:

DATE: 09/09/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/09/2026
LIC9099 (FAS) - (06/04)
Page: 5 of 5