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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 334700160
Report Date: 01/16/2026
Date Signed: 01/16/2026 02:53:47 PM

Substantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
HOME CARE SERVICES, 744 P STREET, MS 09-14-90
SACRAMENTO, CA 95814
This is an official report of an unannounced visit/investigation of a complaint received in our office on
11/12/2025 and conducted by Evaluator Jane Cong-Huyen
PUBLIC
COMPLAINT CONTROL NUMBER: 47-HC-20251112222345
FACILITY NAME:THEKEY OF CALIFORNIA, LLCFACILITY NUMBER:
334700160
ADMINISTRATOR:REYES, MELISSAFACILITY TYPE:
300
ADDRESS:39620 WASHINGTON ST DTELEPHONE:
(415) 689-0493
CITY:PALM DESERTSTATE: CAZIP CODE:
92211
CAPACITY:CENSUS: DATE:
01/16/2026
UNANNOUNCEDTIME BEGAN:
11:00 AM
MET WITH:Angelica Lopez, General ManagerTIME COMPLETED:
03:00 PM
ALLEGATION(S):
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HCO is not providing contracted services as agreed
INVESTIGATION FINDINGS:
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On January 16, 2026, Home Care Services Branch (HCSB) Enforcement Analyst (EA) Jane Cong-Huyen arrived at the Home Care Organization (HCO) - The Key of CA, LLC for the purpose of completing a complaint investigatioon and delivering the finding. EA met with the General Manager, Angelica Lopez.
It was alleged that the HCO is not providing services to client as contracted. During the investigation, EA learned staff #3 did not change the client’s diaper in a timely manner where the client was left in soiled clothes and soiled bedding for several hours before the client was changed by another caregiver. This incident occurred due to the staff being inexperienced and not properly trained to handle different types of clients in difficult situations. All staff should be properly trained to handle different types of clients and situations to provide & ensured health & safety to clients in care. Based on interviews conducted and information gathered, the above allegation is found to be SUBSTANTIATED. Health and Safety Code, Division 2, Chapter 13, Section 1796.44 (c) has been violated and is being cited on the attached LIC9099D. Exit interview was conducted and a copy of this report (HCS9099/9099D) and appeal rights were provided to the manager, Angelica Lopez, via email.
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Susan Du
LICENSING EVALUATOR NAME: Jane Cong-Huyen
LICENSING EVALUATOR SIGNATURE:

DATE: 01/16/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/16/2026
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 2
Control Number 47-HC-20251112222345
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
HOME CARE SERVICES, 744 P STREET, MS 09-14-90
SACRAMENTO, CA 95814
FACILITY NAME: THEKEY OF CALIFORNIA, LLC
FACILITY NUMBER: 334700160
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 01/16/2026
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type A
01/26/2026
Section Cited
1796.44(c)
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1796.44 In addition to the requirements in subdivision (b), an affiliated home care aides shall complete a minimum of five hours of annual training. The annual training shall relate to core competencies and be population specific, which shall include Client’s rights & safety, how to provide client’s daily living needs and assist a client with personal hygiene & other home care services.
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HCO will provide proof of training and reminders for all staff regarding client’s daily living needs, personal hygiene and other home care services. HCO will send proof of staff training to EA Jane.cong-huyen@dss.ca.gov.before/by due date of 1/26/26.
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This requirement is not met as evidenced by staff #3 were not properly trained & services were not rendered as contracted. Staff #3 failed to change/clean client in a timely manner, leaving client in soiled clothes and unhealthful environment for hours. This poses a potential health and safety risk to clients 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.
SUPERVISORS NAME: Susan Du
LICENSING EVALUATOR NAME: Jane Cong-Huyen
LICENSING EVALUATOR SIGNATURE:

DATE: 01/16/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/16/2026
LIC9099 (FAS) - (06/04)
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