306004668-4-16-2026-22-AS-APAO-DWJ5GW-20260731195719

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 306004668
Report Date: 04/16/2026
Date Signed: 04/16/2026 05:05:05 PM

Unsubstantiated

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
03/20/2023 and conducted by Evaluator Jessica Cho

PUBLIC

COMPLAINT CONTROL NUMBER: 22-AS-20230320140108

FACILITY NAME:	PRIMROSE RESIDENTAL CARE		FACILITY NUMBER:	306004668
ADMINISTRATOR:	LACY FADDOUL		FACILITY TYPE:	740
ADDRESS:	651 PRIMROSE STREET S.		TELEPHONE:	(949) 682-5229
CITY:	ANAHEIM	STATE: CA	ZIP CODE:	92804
CAPACITY:	6	CENSUS: 4	DATE:	04/16/2026
		UNANNOUNCED	TIME BEGAN:	09:05 AM
MET WITH:	Miriam Esquivel- House Manager		TIME COMPLETED:	05:00 PM

ALLEGATION(S):

1
2
3
4
5
6
7
8
9

Staff did not provide telephone service to residents in care.
Staff denied resident access to their personal wheelchair.
Staff monitors residents via hidden cameras.
Staff did not permit resident to open their mail.
Staff is denying residents' access to make and receive confidential calls.
Staff denied residents' right to leave the facility.

INVESTIGATION FINDINGS:

1
2
3
4
5
6
7
8
9
10
11
12
13

On April 16, 2026, Licensing Program Analysts (LPAs) Jessica Cho and Eboni Bentley made an unannounced visit for the purpose of continuing the investigation into the above allegations. LPAs were greeted and granted entry after stating the purpose of the visit. During the course of the investigation, a walkthrough of the physical plant and four resident/five staff/one witness interivews were conducted. A record review and copies of the following documentation were obtained: Resident Rosters, Personnel Report Summary, Face Sheets, Admission Agreements, Physician's Reports, Personal Rights, for all Inividual Program Plan (IPP). Also obtained are personnel records consisting of Face Sheets and training certificates.

The investigation revealed the following: Regarding the allegation, Staff did not provide telephone service to residents in care, it is alleged that staff does not provide residents access to a facility telephone. Based on observation, LPAs observed a working telephone above the kitchen sink. LPA Bentley tested the facility phone at (657) 220-4368 and was deemed operational.

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Jessica Cho
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 5

Control Number 22-AS-20230320140108

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: PRIMROSE RESIDENTAL CARE	FACILITY NUMBER: 306004668
	VISIT DATE: 04/16/2026

NARRATIVE

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32

Four out of four staff denied the allegation stating the facility phone is available to residents in care. Two out of four residents denied the allegation as they utilize their own cell phones and is permitted to use the facility phone if needed. The third resident provided conflicting statements, and LPAs were unable to qualify the fourth resident due to their medical condition.

Regarding the allegation, Staff denied resident access to their personal wheelchair, it is alleged that Resident #3 (R3) was denied access to their wheelchair, and the wheelchair was refused to be repaired, making it impossible for R3 to leave the facility. Based on observations, LPAs observed R3 using a walker. LPA Bentley observed the manual and electric wheelchairs in the garage designated for R3 also confirmed by R3. R3 stated during the interview that the new wheelchair is working and the old wheelchair is not working due to a broken joystick. R3 indicated there was a one year delay in receiving the new electric wheelchair due to pending insurance approvals, however, was able to utilize a manual wheelchair while waiting for the new electric version. Four out of four staff reported that R3 is the only resident that uses a wheelchair and uses the wheelchair on the weekends and when they travel longer distances. Three out of four staff confirmed that the wheelchair has been in disrepair in the past. Two out of four staff interviewed denied the allegation while one staff was not employed at the time and the last staff did not provide a clear response. In review of the Individual Program Plan dated January 17, 2023 and Resident Rosters dated May 12, 2022 and November 15, 2025, Resident #5 (R5) is/was not a resident of this facility. LPA was unable to interview Resident #6 (R6) as no record was available due to R6 moving out in 2016.

Regarding the allegation, Staff monitors residents via hidden cameras, it is alleged that the licensee placed hidden cameras in the public rooms and bedrooms without the knowledge and consent of the residents or their families. It is also alleged that the cameras can be found hidden in faux alarm clocks. During the investigation, LPA Bentley observed clocks in all residents’ bedrooms but did not find any evidence of hidden cameras as well as around the room. LPAs observed four visible surveillance cameras. There are three Google Nest cameras. One is present in the living room, the second is mounted on the exterior roof in the front entryway, and the third is also mounted on the back patio roof. There is an additional Ring camera on the exterior front gate. All cameras have an audio component evidenced by the administrator’s Google Nest and Ring app accounts. Three of four residents confirmed the presence of these cameras in the common areas and denied there being any hidden cameras in their bedrooms. Four out of four staff denied the allegation. A record review of each resident’s admission agreements revealed that each resident signed and acknowledged that the facility is “under 24 hour surveillance.”

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Jessica Cho
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 5

Control Number 22-AS-20230320140108

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: PRIMROSE RESIDENTAL CARE	FACILITY NUMBER: 306004668
	VISIT DATE: 04/16/2026

NARRATIVE

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32

Four out of four staff denied the allegation stating the facility phone is available to residents in care. Two out of four residents denied the allegation as they utilize their own cell phones and is permitted to use the facility phone if needed. The third resident provided conflicting statements and LPAs were unable to qualify the four resident due to their medical condition.

Regarding the allegation, Staff denied resident access to their personal wheelchair, it is alleged that Resident #3 (R3) was denied access to their wheelchair and the wheelchair was refused to be repaired, making it impossible for R3 to leave the facility. Based on LPAs Cho and Bentley's observation, all four residents are ambulatory. LPAs’ observed R3 utilizes a walker. LPA Bentley observed the manual and electric wheelchairs in the garage designated for R3 also confirmed by R3. R3 stated during the interview that the new wheelchair is working and the old wheelchair is not working due to broken joystick. R3 indicated there was a one-year delay in receiving the new electric wheelchair due to pending insurance approvals, however, were able to utilize a manual wheelchair while waiting for the new electric version. Four out of four staff reported that R3 is the only resident that uses a wheelchair and uses the wheelchair on the weekends and when they travel longer distances. Three out of four staff confirmed that the wheelchair has been in disrepair in the past. Two out of four staff interviewed denied the allegation while one staff was not employed at the time and the last staff did not provide a clear response. In review of the Individual Program Plan dated January 17, 2023 and Resident Rosters dated May 12, 2022 and November 15, 2025, Resident #5 (R5) is/was not a resident of this facility. LPA was unable to interview Resident #6 (R6) as no record was available due to R6 moving out in 2016.

Regarding the allegation, Staff monitors residents via hidden cameras, it is alleged that in the licensee placed hidden cameras in the public rooms and bedrooms without the knowledge and consent of the residents or their families. It is also alleged that the cameras can be found hidden in faux alarm clocks. During the investigation, LPA Bentley observed clocks in all residents’ bedrooms but did not find any evidence of hidden cameras as well as around the room. LPAs observed four visible surveillance cameras. There are three Google Nest cameras. One is present in the living room, the second is mounted on the exterior roof in the front entryway, and the third is also mounted on the back patio roof. There is an additional Ring camera on the exterior front gate. All cameras have an audio component evidenced by the administrator’s Google Nest and Ring app accounts. Three of four residents confirmed the presence of these cameras in the common areas and denied there being any hidden cameras in their bedrooms.

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Jessica Cho
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 5

Control Number 22-AS-20230320140108

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: PRIMROSE RESIDENTAL CARE	FACILITY NUMBER: 306004668
	VISIT DATE: 04/16/2026

NARRATIVE

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32

Three out of four staff denied the allegation while one confirmed the presence of visible cameras in two out of the three bedrooms in 2023. A record review of each resident’s admission agreements revealed that each resident signed and acknowledged that the facility is “under 24 hour surveillance.” The facility submitted a waiver dated March 23, 2020, requesting to utilize a video surveillance in both public and private areas. dated March 23, 2020, however, approval was not confirmed. In review of the Individual Program Plan dated January 17, 2023 and Resident Rosters dated May 12, 2022 and November 15, 2025, Resident #5 (R5) is/was not a resident of this facility. LPA was unable to interview Resident #6 (R6) as no record was available due to R6 moving out in 2016.

Regarding the allegation, Staff did not permit resident to open their mail, it is alleged that staff open residents’ mail received from their family. Four out of four staff denied the allegation, stating residents receive their unopened mail on a weekly basis, as the mailbox is locked to prevent theft from individuals outside of the facility. Two of four residents interviewed stated they receive unopened mail and have never been prevented from opening their own mail. One resident stated their mail is delivered to their family home. In review of the Individual Program Plan dated January 17, 2023 and Resident Rosters dated May 12, 2022 and November 15, 2025, Resident #5 (R5) is/was not a resident of this facility. LPA was unable to interview Resident #6 (R6) as no record was available due to R6 moving out in 2016.

Regarding the allegation, Staff is denying residents' access to make and receive confidential calls, it is alleged that the incoming calls would be directed to Staff #1 (S1)’s cell phone and S1 would transfer, connect the call, listen in, and record the telephone calls. It is also alleged that S1 denied resident’s family members and friends access to the residents by phone if they feel that the family member or friend would convince the resident to file a complaint or leave the facility. Based on observation, there is a working facility telephone and three of four residents were observed to have their personal cellular phone during the visit. Four out of four staff denied the allegation, stating the facility phone is always available for resident use, residents are able to receive and make calls, and staff always provide residents privacy and do not listen in on resident phone calls. Three out of four residents denied the allegation indicating that staff do not listen to their phone calls and always give them privacy. Two of the four residents interviewed stated they have their own cell phones but know that they could use the facility phone to make and receive calls if needed to. In review of the Individual Program Plan dated January 17, 2023 and Resident Rosters dated May 12, 2022 and November 15, 2025, Resident #5 (R5) is/was not a resident of this facility. LPA was unable to interview Resident #6 (R6) as no record was available due to R6 moving out in 2016.

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Jessica Cho
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 5

Control Number 22-AS-20230320140108

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: PRIMROSE RESIDENTAL CARE	FACILITY NUMBER: 306004668
	VISIT DATE: 04/16/2026

NARRATIVE

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32

Regarding the allegation, Staff denied residents' right to leave the facility, it is alleged that staff are not permitting R5 to leave the facility. Four out of four staff denied the allegation, stating residents are allowed to leave the facility whenever they like as long as it is safe for them to do so and residents are able to leave with family. Three out of four residents corroborated this by stating they can leave the facility whenever they want. In review of the Individual Program Plan dated January 17, 2023 and Resident Rosters dated May 12, 2022 and November 15, 2025, Resident #5 (R5) is/was not a resident of this facility. LPA was unable to interview Resident #6 (R6) as no record was available due to R6 moving out in 2016.

Based on the observations made, interviews which were conducted and the records that were reviewed, 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 aforementioned allegations are deemed UNSUBSTANTIATED.

An exit interview was conducted with House Manager Miriam Esquivel, and a copy of this report was provided at exit.

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Jessica Cho
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: 5 of 5