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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306006473
Report Date: 09/09/2026
Date Signed: 09/09/2026 04:51:45 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
08/31/2026 and conducted by Evaluator Claudia Gutierrez
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20260831090731
FACILITY NAME:CRESCENDO SENIOR LIVINGFACILITY NUMBER:
306006473
ADMINISTRATOR:GALAL, LAURELFACILITY TYPE:
740
ADDRESS:351 EAST PALM DRIVETELEPHONE:
(714) 528-4990
CITY:PLACENTIASTATE: CAZIP CODE:
92870
CAPACITY:210CENSUS: 122DATE:
09/09/2026
UNANNOUNCEDTIME BEGAN:
07:35 AM
MET WITH:Alex GutierrezTIME COMPLETED:
02:30 PM
ALLEGATION(S):
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Staff are mismanaging resident's medication
INVESTIGATION FINDINGS:
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An unannounced Complaint Investigation was conducted on this day by Licensing Program Analyst (LPA) Claudia Gutierrez regarding the allegation mentioned above. LPA met with Wellness Director (ED) Alex Gutierrez.

Complaint alleges Staff are mismanaging resident’s medications.

During the course of the investigation, LPA reviewed medication lists and doctor’s orders for select residents. Upon reviewing residents’ centrally stored medication against residents’ medication list, LPA observed discrepancies in three of four resident records. One of three residents was observed to have a current doctor’s order for three routine medications, however, medication was not present and later determined to be stored in resident's room despite resident being unable to store their own medication per their physician's report. Two of three residents were observed to have a current doctor’s order for a PRN medication, however, medication was not present nor available. (Cont. LIC9099-C)
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Claudia Gutierrez
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-20260831090731
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: CRESCENDO SENIOR LIVING
FACILITY NUMBER: 306006473
VISIT DATE: 09/09/2026
NARRATIVE
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During their interview, one of three residents stated they receive their medication as prescribed. One of three residents was unable to confirm or deny allegation and one of three residents stated they are not currently taking their insulin as prescribed as they do not have testing strips and are unable to test their blood sugar levels. Upon review of resident's Medication Administrator Records (MARs), it was observed resident's insulin had not been signed by staff to indicate why it had not been given or otherwise from September 1, 2026 to September 7, 2026.

Based on records review and resident interview, the preponderance of evidence standard has been met; therefore, the above allegation is found to be SUBSTANTIATED. Deficiencies are being cited per Title 22, Division 6 of the California Code of Regulations. An exit interview was conducted, and a copy of this report and appeal rights was provided at the end today's inspection.
SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Claudia Gutierrez
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
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
08/31/2026 and conducted by Evaluator Claudia Gutierrez
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20260831090731

FACILITY NAME:CRESCENDO SENIOR LIVINGFACILITY NUMBER:
306006473
ADMINISTRATOR:GALAL, LAURELFACILITY TYPE:
740
ADDRESS:351 EAST PALM DRIVETELEPHONE:
(714) 528-4990
CITY:PLACENTIASTATE:CAZIP CODE:
92870
CAPACITY:210CENSUS: 122DATE:
09/09/2026
UNANNOUNCEDTIME BEGAN:
07:35 AM
MET WITH:Alex GutierrezTIME COMPLETED:
02:30 PM
ALLEGATION(S):
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Staff are not addressing pests at the facility
Licensee does not ensure that staff have required training
INVESTIGATION FINDINGS:
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An unannounced Complaint Investigation was conducted on this day by Licensing Program Analyst (LPA) Claudia Gutierrez regarding the allegations mentioned above. LPA met with Wellness Director Alex Gutierrez.

Regarding allegation, Staff did not address pests at the facility, the following was revealed: Complaint alleges that there are bed bugs in resident bedrooms and roaches in the hallway at the facility. During the course of the investigation, interviews were conducted with four facility residents and three staff. Two of three staff interviewed stated bed bugs had been present in one resident’s room, however, bed bugs had been promptly addressed by maintenance staff. During their interview, maintenance staff stated that upon receiving notification of bed bugs, they contacted a pest control company and to their knowledge the bed bugs have been eradicated. LPA obtained a copy of maintenance log and observed that on July 30, 2026 bed bugs were reported in a resident’s room, and a pest control company was called out for an inspection the same day. (Cont. LIC9099-C)
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Claudia Gutierrez
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: 3 of 5
Control Number 22-AS-20260831090731
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: CRESCENDO SENIOR LIVING
FACILITY NUMBER: 306006473
VISIT DATE: 09/09/2026
NARRATIVE
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On August 6, 2026, a pest control service technician arrived to perform treatment. Per three of three staff interviewed, they may see a single cockroach once in a while, but it is also promptly addressed by maintenance staff with chemical treatment. Three of four residents interviewed denied having any knowledge of bed bugs in bedrooms or roaches in the hallway and one of four residents was unable to confirm or deny allegation. LPA conducted a tour of the facility and did not observe any bed bugs in resident bedrooms or roaches in the hallway.

Regarding allegation, Licensee did not ensure that staff have required training, the following was revealed: Complaint alleges staff do not complete required medication training. During the course of the investigation, LPA reviewed select staff files for staff designated to manage residents’ medication and observed required medication training to be completed. Interviews were also conducted with staff designated to manage residents’ medication, and per two of two staff interviewed, they received and completed required medication training.

Based on information gathered, the Department did not find sufficient evidence to support the allegations, “Staff are not addressing pests at the facility and Licensee does not ensure that staff have required training”. 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 above allegations are Unsubstantiated.

An exit interview was conducted and copy of this report was provided at the end of the inspection.
SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Claudia Gutierrez
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: 4 of 5
Control Number 22-AS-20260831090731
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: CRESCENDO SENIOR LIVING
FACILITY NUMBER: 306006473
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 09/09/2026
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type A
09/10/2026
Section Cited
CCR
87464(f)(1)
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(f) Basic services shall at a minimum include:
(1) Care and supervision as defined in Section 87101(c)(3) and Health and Safety Code section 1569.2(c).

This requirement is not met as evidenced by:
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WD stated medication discrepancies will be addressed and staff training on medication management will be conducted and proof provided to LPA via email by POC date.
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Based on record review and resident interview, the licensee did not comply with the section cited above as residents' medications were mismanaged, which poses an immediate health, safety, and 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: Lourdes Montoya
LICENSING EVALUATOR NAME: Claudia Gutierrez
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: 5 of 5