347001498-1-25-2024-59-AS-MSEY-CZUVUT-20240126154515

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 347001498
Report Date: 01/25/2024
Date Signed: 01/25/2024 04:07:39 PM

Substantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SACRAMENTO NORTH ASC, 9835 GOETHE ROAD, SUITE 100
SACRAMENTO, CA 95827

This is an official report of an unannounced visit/investigation of a complaint received in our office on
01/23/2024 and conducted by Evaluator Sabrina Calzada

PUBLIC

COMPLAINT CONTROL NUMBER: 59-AS-20240123105606

FACILITY NAME:	CITRUS HEIGHTS TERRACE		FACILITY NUMBER:	347001498
ADMINISTRATOR:	TONI JONES		FACILITY TYPE:	740
ADDRESS:	7952 OLD AUBURN ROAD		TELEPHONE:	(916) 727-4400
CITY:	CITRUS HEIGHTS	STATE: CA	ZIP CODE:	95610
CAPACITY:	45	CENSUS: 45	DATE:	01/25/2024
		UNANNOUNCED	TIME BEGAN:	01:45 PM
MET WITH:	Toni Jones, Administrator		TIME COMPLETED:	04:15 PM

ALLEGATION(S):

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Staff are denying resident the right to receive confidential calls.

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Sabrina Calzada arrived unannounced to open and close a complaint investigation for the above allegation. LPA met with Toni Jones, Administrator, and explained the reason for the inspection.

The allegation states that resident (R1's) family member was denied being able to speak with (R1) on the phone on two occasions, and was told by staff (S1) she could not talk to (R1) because she was not allowed to.

A case management inspection was conducted on 1/23/24 in the afternoon, prior to LPA viewing the complaint in the system, regarding this allegation. The Administrator and (R1's) family member were interviewed then. Today, 1/25/24, LPA interviewed the Med-Tech staff (S1) who communicated with (R1's) family member when she called on 1/20/24 and on 1/22/24, just prior to 9:00 pm, and was told she wasn't allowed to speak to (R1), based on current visititation restrictions in place for this family member.
**cont on 9099C-1....

cont on 9099C-1.

Substantiated

Estimated Days of Completion:

SUPERVISOR'S NAME: Maribeth Senty	TELEPHONE: (916) 263-4813
LICENSING EVALUATOR NAME: Sabrina Calzada	TELEPHONE: (510) 829-2133
LICENSING EVALUATOR SIGNATURE:	DATE: 01/25/2024

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/25/2024

This report must be available at Child Care and Group Home facilities for public review for 3 years.

LIC9099 (FAS) - (06/04)

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Control Number 59-AS-20240123105606

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SACRAMENTO NORTH ASC, 9835 GOETHE ROAD, SUITE 100
SACRAMENTO, CA 95827

FACILITY NAME: CITRUS HEIGHTS TERRACE	FACILITY NUMBER: 347001498
	VISIT DATE: 01/25/2024

NARRATIVE

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9099C-1... Interview with (S1) on 1/25/24 confirmed that (S1) was on shift on 1/20/24 when (R1) received a phone call on the facility main phone line. (S1) stated that she answered the phone call and told (R1's) family member that she was not able to speak to (R1) due to events that transpired earlier that evening. (S1) stated that (R1) was very upset and confused by what the family member told (R1) about why she had to leave, and (R1) was agitated for hours, despite being given PRN medication for those symptoms. The Administrator was made aware of what had transpired from (S1) after she left the community at 4:30 pm.

R1's family member stated another family member was visiting with (R1) on Monday, 1/22//24 when she called to speak to (R1), and (R1) was awake. (R1's) family member called the community to speak to (R1) again on Monday, 1/22/24, at approximately 8:43 pm. (S1) confirmed with LPA that she was on shift at this time and answered the phone call from (R1's) family member. (S1) also confirmed that (R1) had a visit with a different family member from approximately 7:00 pm- 7:45 pm, that night, and that visitor left following (R1) being administered bedtime medications by (S1), and when she began to fall asleep. (S1) stated she walked to (R1's) room while on the phone with (R1's) family member, and observed the lights to be out in (R1's) room and (R1) to be dozing off.

Both the Administrator and Resident Care Coordinator confirmed that (R1's) spouse arrived at the community to visit with (R1) on Monday, 1/22/24 at 7:06 pm and stayed until approximately 7:45 pm, when (R1) began to fall asleep.

LPA again discussed personal rights of (R1) and how each resident has the right to decide if they want to accept a phone call and how phone calls were not specifically mentioned in the recent visitation limitations placed on (R1's) family member who made both phone calls. The Administrator stated she has since confirmed that any in-person visitation restrictions will remain in place for (R1's) family member, and all residents will be given an opportunity to accept a phone call during regular business hours, from 9:00 am- 9:00 pm, provided the resident is awake and able to take the call.

Although the facility believed they were acting in the best interest of (R1) and (R1) has a diagnosis of Dementia, she is not currently conserved and there is not a restraining order in place for the family member who called both times. Both calls were within the regular visitor hours, prior to 9:00 pm, but (R1) was not asked if she wanted to accept the call on 1/20/24, Saturday, when she was awake, but agitated. (R1) was asleep on 1/22/24, Monday, when the phone call was received. .

As a result of this investigation, LPA finds allegation to be SUBSTANTIATED - A finding that the complaint is Substantiated means that the allegation is valid because the preponderance of the evidence standard has been met.

Per California Code of Regulations, Title 22, Division 6, Chapter 8, the following (1) citation is issued on the 9099-D page.

Exit interview. Copy of report and appeal rights provided.

SUPERVISOR'S NAME: Maribeth Senty	TELEPHONE: (916) 263-4813
LICENSING EVALUATOR NAME: Sabrina Calzada	TELEPHONE: (510) 829-2133
LICENSING EVALUATOR SIGNATURE:	DATE: 01/25/2024

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/25/2024

LIC9099 (FAS) - (06/04)

Page: 2 of 3

Control Number 59-AS-20240123105606

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SACRAMENTO NORTH ASC, 9835 GOETHE ROAD, SUITE 100
SACRAMENTO, CA 95827

FACILITY NAME: CITRUS HEIGHTS TERRACE	FACILITY NUMBER: 347001498
DEFICIENCY INFORMATION FOR THIS PAGE:	VISIT DATE: 01/25/2024

Deficiency Type POC Due Date / Section Number	DEFICIENCIES		PLAN OF CORRECTIONS(POCs)
Type B 02/08/2024 Section Cited CCR 87468.1	1 2 3 4 5 6 7	87468.1 Personal Rights of Residents in All Facilities.(a) Residents in all residential care facilities for the elderly shall have all of the following personal rights: (14) To have reasonable access to telephones, to both make and receive confidential calls. The licensee may require reimbursement for long distance calls. This requirement isn not met as evidenced by:	1 2 3 4 5 6 7	Licensee/Administrator already received clarification because of the situation and phone calls will be allowed between 9:00 am and 9:00 pm, provided the resident is awake and available to talk.
	8 9 10 11 12 13 14	Based on interviews conducted and documentation reviewed, the Licensee did not ensure that (R1) was allowed to accept a phone call from a family member on 1/20/24 at approximately 8:48 pm, which posed a potential personal rights violation to residents in care. Resident was very agitated and staff didn't feel she was emotionally able to take the call at that time.	8 9 10 11 12 13 14	POC is cleared today, 1/25/24.
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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: Maribeth Senty	TELEPHONE: (916) 263-4813
LICENSING EVALUATOR NAME: Sabrina Calzada	TELEPHONE: (510) 829-2133
LICENSING EVALUATOR SIGNATURE:	DATE: 01/25/2024

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/25/2024

LIC9099 (FAS) - (06/04)

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