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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306006195
Report Date: 08/18/2025
Date Signed: 08/18/2025 05:46:05 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
05/20/2025 and conducted by Evaluator Michael Tea
COMPLAINT CONTROL NUMBER: 22-AS-20250520114226
FACILITY NAME:WESTMINSTER TERRACEFACILITY NUMBER:
306006195
ADMINISTRATOR:CRISTINA MILLERFACILITY TYPE:
740
ADDRESS:7571 WESTMINSTER BLVDTELEPHONE:
(714) 891-6608
CITY:WESTMINSTERSTATE: CAZIP CODE:
92683
CAPACITY:152CENSUS: 109DATE:
08/18/2025
UNANNOUNCEDTIME BEGAN:
08:00 AM
MET WITH:Carmen GaliciaTIME COMPLETED:
12:00 PM
ALLEGATION(S):
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- Facility staff is interfering with resident council
- Facility staff did not safeguard resident's personal belongings
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 facility staff and explained the reason for the visit. Executive Director (ED) Carmen Galicia arrived shortly to assist with the visit.

The Department received a complaint on May 20, 2025, and LPA Tea conducted the initial 10-day visit the following week on May 30, 2025. LPA Tea spoke to residents and facility staff and reviewed and collected pertinent documents and information.

It was alleged that facility staff is interfering with resident council. The allegation elaborated that a staff was interfering in the resident council by stealing a notebook with the resident council meeting minutes and making copies and retaliating a resident for advocating for the residents. A witness assumed the
(Complaint Report continued on LIC9099-C)
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:

DATE: 08/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/18/2025
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
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
05/20/2025 and conducted by Evaluator Michael Tea
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20250520114226

FACILITY NAME:WESTMINSTER TERRACEFACILITY NUMBER:
306006195
ADMINISTRATOR:CRISTINA MILLERFACILITY TYPE:
740
ADDRESS:7571 WESTMINSTER BLVDTELEPHONE:
(714) 891-6608
CITY:WESTMINSTERSTATE: CAZIP CODE:
92683
CAPACITY:152CENSUS: 109DATE:
08/18/2025
UNANNOUNCEDTIME BEGAN:
08:00 AM
MET WITH:Carmen GaliciaTIME COMPLETED:
12:00 PM
ALLEGATION(S):
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9
- Facility staff speaks inappropriately to residents
INVESTIGATION FINDINGS:
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13
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 facility staff and explained the reason for the visit. Executive Director (ED) Carmen Galicia arrived shortly to assist with the visit.

The Department received a complaint on May 20, 2025 and LPA Tea conducted the initial 10-day visit the following week on May 30, 2025. LPA Tea spoke to facility staff and residents and reviewed and collected pertinent documents and information.

It was alleged facility staff speaks inappropriately to residents. The investigation determined the following:
Seven out of eight residents interviewed during the investigation agree that staff never spoke inappropriately to them. The residents feel staff treated them with respect and dignity and never had any
Unfounded
Estimated Days of Completion:
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:

DATE: 08/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/18/2025
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 2 of 5
Control Number 22-AS-20250520114226
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: 08/18/2025
NARRATIVE
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staff yell at them and mock them. All staff interviewed said they never speak inappropriately to residents or about residents as well. All staff spoken to have said that every staff meeting has in-services and reiterate the importance of treating the residents with respect and how to speak to them with good communication. It was alleged that a staff was reading resident council meeting minutes in the Med-Tech room, laughing and mocking residents. LPA spoke to Med-Tech staff and the Wellness Coordinator and all of them do not recall any staff talking, laughing, and mocking residents in their room and confirms no one has ever done that.

Therefore, based on LPA Tea's observations, interviews conducted, and records reviewed the allegation that facility staff speaks inappropriately to residents has been determined as UNFOUNDED, meaning the allegation is false, could not have happened and/or is without a reasonable basis.

No deficiencies cited at this time and an exit interview was conducted with Executive Director (ED) Carmen Galicia. A copy of the report was provided to the facility.
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:

DATE: 08/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/18/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 5
Control Number 22-AS-20250520114226
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: 08/18/2025
NARRATIVE
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notebook was discovered from Resident 1’s (R1) room when staff were following protocol looking for a missing item of R1. They assumed that alleged staff spotted the notebook while searching for the missing item, came back to the R1’s room on another day and took the notebook and made copies and came back to place the notebook back in the room. LPA spoke to seven facility staff members and agree that facility staff do not interfere with resident council and their meetings. Staff said they just set up the room for the resident council meeting and assist residents in escorting them to the meeting, especially residents who use a wheelchair. Staff are not even allowed at meetings unless invited or asked to speak at the meeting, which was rare before. Five out of eight residents also confirm that staff do not interfere with the resident council meeting. Some residents have said that resident council meetings are not productive because all residents do is complain and talk bad about management. A few residents stopped attending the meetings. Resident 2 (R2), who is the newly elected resident council, explained that the resident council has been through a rough time with how the meetings were run. Currently R2 has decided not to run it like previous times and has made an effort to have management, like ED Galicia sit in the meetings. R2 said that ED Galicia has been trying to make things right and addressing issues with corporate for the residents. R2 said that facility staff interfering with resident council and retaliating against residents is false, they have never seen any sort of retaliation.

It was alleged that facility staff did not safeguard resident’s personal belongings. Five out of eight residents spoke to feel that the facility is safeguarding their personal belongings, they have no concerns. LPA interviewed R1 who believes facility staff stole valuable items from their room. R1 reported that they listed in their inventory form. When R1 moved to the facility September 2023, R1 did not declared anything on the LIC 621 Client /Resident Personal Property and Valuables Inventory List. It was not until September 2024, R1 handed an updated list, which was signed off by a facility representative in September 18, 2024. ED Galicia stated that the facility gives a blank LIC 621 form to residents if they want to update their inventory list on file. R2 stated that it was an issue with resident’s personal belongings stolen or missing. R2 states it is not just staff who are stealing, but residents are also stealing. Despite there are issues with safeguarding resident’s personal belongings, R2 does feel that staff are following protocols. Doing searches to check to make sure it was misplaced and giving them a form to list an inventory of their personal belongings. ED Galicia said that residents who report things stolen they would conduct a search and they would be able to find the items they misplaced, or it would reappear on the same day. She stated that many residents have declining cognitive memory.
(Complaint Report continued on LIC9099-C)
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:

DATE: 08/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/18/2025
LIC9099 (FAS) - (06/04)
Page: 4 of 5
Control Number 22-AS-20250520114226
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: 08/18/2025
NARRATIVE
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Therefore, based on LPA Tea's observations and interviews conducted and records reviewed the allegations facility staff is interfering with resident council and facility staff did not safeguard resident’s personal belongings 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 Executive Director Carmen Galicia. A copy of the report and confidential names list were provided to the facility.
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:

DATE: 08/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/18/2025
LIC9099 (FAS) - (06/04)
Page: 5 of 5