306006195-3-26-2026-22-AS-AORZ-DSP6ZT-20260330211536

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 306006195
Report Date: 03/26/2026
Date Signed: 03/26/2026 05:52:27 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
12/01/2025 and conducted by Evaluator Michael Tea

COMPLAINT CONTROL NUMBER: 22-AS-20251201133927

FACILITY NAME:	WESTMINSTER TERRACE		FACILITY NUMBER:	306006195
ADMINISTRATOR:	CARMEN GALICIA		FACILITY TYPE:	740
ADDRESS:	7571 WESTMINSTER BLVD		TELEPHONE:	(714) 891-6608
CITY:	WESTMINSTER	STATE: CA	ZIP CODE:	92683
CAPACITY:	152	CENSUS: 116	DATE:	03/26/2026
		UNANNOUNCED	TIME BEGAN:	08:00 AM
MET WITH:	Carmen Galicia		TIME COMPLETED:	12:00 PM

ALLEGATION(S):

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- Staff do not ensure the facility is clean and sanitary
- Facility is malodorous
- Staff do not provide adequate food service

INVESTIGATION FINDINGS:

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On this day, Licensing Program Analyst (LPA) Michael Tea made an unannounced visit to conclude and deliver findings for a complaint investigation. LPA Tea was greeted and granted entry by Executive Director (ED) Carmen Galicia and explained the reason for the visit.

The Department received a complaint on December 1, 2025. LPA Tea spoke to residents and facility staff and reviewed and collected pertinent documents and information.

It was alleged that staff did not ensure the facility is clean and sanitary. While some residents expressed concerns regarding carpet cleanliness, particularly noting stains and a desire for improved floor care, LPA observations found that the first-floor carpets were clean, and carpets on the second and third floors showed noticeable improvement over the course of the investigation.

(Complaint Investigation Report continued on LIC9099C)

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 03/26/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/26/2026

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 3

Control Number 22-AS-20251201133927

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: WESTMINSTER TERRACE	FACILITY NUMBER: 306006195
	VISIT DATE: 03/26/2026

NARRATIVE

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Staff reported problems with a temporarily non-functioning carpet cleaning machine, requiring manual cleaning efforts. Maintenance logs reviewed by LPA indicate that routine cleaning and upkeep of the facility, including carpets, are conducted on a weekly basis currently. The Maintenance Director (MD) Daniel Guerrero confirmed ongoing efforts to enhance record-keeping through electronic documentation with their corporate office.

All staff interviewed emphasized the importance of maintaining a clean and sanitary environment and reported consistent efforts to uphold these standards despite high foot traffic and occasional staffing limitations. Additionally, 4 out of 7 residents interviewed stated that the facility is generally clean and that staff are making reasonable efforts to maintain sanitation.

Therefore, although areas for improvement were identified, the preponderance of evidence does not support that staff failed to ensure the facility is clean and sanitary.

It was alleged the facility is malodorous. The investigation revealed inconsistent accounts regarding odors within the facility. Two residents reported unpleasant odors, attributing them to carpets or bathrooms. However, most residents interviewed reported no persistent or concerning odors.

Staff consistently denied the presence of ongoing odors and described prompt hygiene practices, including timely disposal of waste and incontinence products. One resident acknowledged that while incontinence among residents can occasionally contribute to temporary odors, staff respond promptly, minimizing any lasting impact.

Based on LPA observations, staff interviews, and most of the resident feedback, there is insufficient evidence to conclude that the facility is malodorous.

It was alleged that staff do not provide adequate food service. Although two residents expressed dissatisfaction with food service, citing delays, food temperature, and portion sizes, the majority of residents interviewed (5 out of 7) reported satisfaction with meal quality, portion sizes, and overall service. Residents noted that improvements have been made, including the ability to request additional servings and alternative meal options.
(Complaint Investigation Report continued on LIC9099C)

SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 03/26/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/26/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 3

Control Number 22-AS-20251201133927

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: WESTMINSTER TERRACE	FACILITY NUMBER: 306006195
	VISIT DATE: 03/26/2026

NARRATIVE

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Staff interviews indicated that previous staffing shortages in the kitchen contributed to delays; however, these issues have since been resolved, and the kitchen is now adequately staffed. Staff reported accommodating residents by offering alternative food options if menu items are unavailable or preferred. While certain specialty items may have limited portions, residents are not denied food and are provided with substitutes when necessary.

Given most positive resident feedback and staff explanations, there is insufficient evidence to support the allegation that food service is inadequate.

While some concerns were identified, the facility has demonstrated ongoing efforts to address issues and maintain compliance with cleanliness, sanitation, and service standards. Based on interviews, observations, and records reviewed, there is insufficient evidence to support the allegations mentioned above and has been determined to be unsubstantiated meaning that although the allegations may have happened or is valid, there is not a preponderance of the evidence to prove that the alleged violations occurred

No deficiencies cited at this time and an exit interview was conducted with the facility. A copy of the report was to provided to the facility.

SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 03/26/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/26/2026

LIC9099 (FAS) - (06/04)

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