347004182-5-19-2023-59-AS-MSEY-CS5Q5N-20230524115211

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 347004182
Report Date: 05/19/2023
Date Signed: 05/19/2023 04:44:13 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SACRAMENTO NORTH ASC, 2525 NATOMAS PARK DR STE 270
SACRAMENTO, CA 95833

This is an official report of an unannounced visit/investigation of a complaint received in our office on
04/03/2023 and conducted by Evaluator Sabrina Calzada

PUBLIC

COMPLAINT CONTROL NUMBER: 59-AS-20230403102610

FACILITY NAME:	HELPING HANDS		FACILITY NUMBER:	347004182
ADMINISTRATOR:	ROSANA G. MEAD		FACILITY TYPE:	740
ADDRESS:	7655 PRINCE STREET		TELEPHONE:	(916) 723-2985
CITY:	CITRUS HEIGHTS	STATE: CA	ZIP CODE:	95610
CAPACITY:	6	CENSUS: 4	DATE:	05/19/2023
		UNANNOUNCED	TIME BEGAN:	02:00 PM
MET WITH:	Rosana Mead, Administrator		TIME COMPLETED:	04:50 PM

ALLEGATION(S):

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Facility has insufficient staffing
Staff failed to treat resident with dignity and respect

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Sabrina Calzada arrived unannounced to deliver findings to a complaint received on 4/3/2023. LPA met with Rosana Mead, Administrator, and Rowena Tirasol, caregiver, and explained purpose of inspection. LPA observed (1) resident to be watching television in the common area and (3) residents to be resting in their private rooms. Currently, there are (2) residents under hospice care.

During the course of the investigation LPA interviewed, Administrator, (2) caregivers, Ombudsman, (2) individuals who know resident (R1), and resident (R1). LPA reviewed documentation including, but not limited to, R1’s physician’s report and care plans. The results of the investigation are as follows:

Resident (R1) moved to the facility on/around August 2021. Resident’s physician’s report, dated 8/24/21, notes resident has a diagnosis of: Hypertension, Arthritis and chronic pain and is wheelchair bound and is able to follow instructions, communicate and does not have any memory issues or inappropriate behavior. The results of the investigation are as follows:
...cont on 9099C(1)..

Unsubstantiated

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: 05/19/2023

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/19/2023

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 6

Control Number 59-AS-20230403102610

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SACRAMENTO NORTH ASC, 2525 NATOMAS PARK DR STE 270
SACRAMENTO, CA 95833

FACILITY NAME: HELPING HANDS	FACILITY NUMBER: 347004182
	VISIT DATE: 05/19/2023

NARRATIVE

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Allegation: Facility has insufficient staffing. Complaint alleges that resident requires (2) staff persons present at all times to assist resident. in transferring due to a diagnosis of spinal bifidus

Interviews with (2) individuals who know resident (R1) well indicated they felt staffing levels were adequate for the residents at the facility, there were “always 1-2 staff” present and resident primarily needed assistance with getting to the toilet on a regular basis during the day.

Care plans document that resident is wheelchair bound and needs assistance in being wheeled from point to point but can transfer from chair to bed or bed to chair on her own. Care plans also state that resident needs assistance from staff with ADL’s and handing hygiene supplies to her and assistance with showering.

Staff (S2) who works full time, stated on 44/23, there are usually two staff working at the facility and in March 2023, another staff was hired to assist residents. In addition, the Administrator helps, as well as a part-time staff (S3) and (S1) is on call.

Administrator and S2 stated on 5/19/23 that they are currently both working full-time at the facility with S2 is on-call during the night hours. There are no residents that wander during the night but hospice residents are checked on regularly during the night.

Resident (R1) stated on 5/19/23 that there are usually at least 2 caregivers, Administrator and S2 and she always receives the help she needs when she requests it. LPA observed (2-3) staff present in February and April during prior inspections. LPA observed R1 to be wearing a pendant necklace today.

Based on information obtained, LPA finds the allegation to be UNSUBSTANTIATED- A finding that the complaint is unsubstantiated means that although the allegation may have happened or is valid, there is not a preponderance of the evidence to prove that the alleged violation occurred.

Allegation: Staff failed to treat resident with dignity and respect. Complaint alleges that resident (R1) stated to an outside agency that she is being verbally abused and neglected..

**cont on 9099C(2)..

SUPERVISOR'S NAME: Maribeth Senty	TELEPHONE: (916) 263-4813
LICENSING EVALUATOR NAME: Sabrina Calzada	TELEPHONE: (510) 829-2133
LICENSING EVALUATOR SIGNATURE:	DATE: 05/19/2023

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/19/2023

LIC9099 (FAS) - (06/04)

Page: 2 of 6

Control Number 59-AS-20230403102610

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SACRAMENTO NORTH ASC, 2525 NATOMAS PARK DR STE 270
SACRAMENTO, CA 95833

FACILITY NAME: HELPING HANDS	FACILITY NUMBER: 347004182
	VISIT DATE: 05/19/2023

NARRATIVE

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9099(C)(2)... A friend of R1 stated he would receive phone calls from resident on a regular basis where resident complained about one particular staff (S1) and “nit-picky” things, not directly related to care. S2 stated R1 told her she did not like caregiver,(S1), who would talk in a loud voice. S2 stated that R1 complained to her about S1 asking R1 "what's wrong with your arms". S2 stated "My understanding is that S1 told R1 "be careful with your arms" instead on one occasion, and commented "maybe R1 was very sensitive".

LPA reviewed Ombudsman’s report noting that R1 stated on 4/4/23 that she moved from the facility due to a staff being “rough and abrasive”. The report states that after a few days in the new care home, resident decided to move back since she missed caregiver S2, who had taken some time off.

Resident stated on 5/19/23 that S1 pulled her pants up too high and was "rough" R1 stated staff (S1) didn't get along the best but she is sure S1 is a "nice person and has her positive qualities", and she observed S1 to "be fine with other residents". R1 stated S1 never yelled but made a couple of comments she took offense to and gave the example that S1 stated her "6 year old son could do those word searches" and commented that there was nothing "wrong with R1's left arm" in a common setting, in front of other residents and staff.. R1 stated staff (S3) was very sweet and gentle and she liked her.

S1 stated there was one time when resident was rude to her about when she was trying to help her put a sweater on, asserting, “Yes, I could never treat her rudely- she would scream and yell and I still never treated her rudely". A second person who knows resident stated "No, I never observed anyone to disrespect her".

Based on information obtained, LPA finds the allegation to be UNSUBSTANTIATED- A finding that the complaint is unsubstantiated means that although the allegation may have happened or is valid, there is not a preponderance of the evidence to prove that the alleged violation occurred.

Exit interview. Copy of report provided to Administrator.

SUPERVISOR'S NAME: Maribeth Senty	TELEPHONE: (916) 263-4813
LICENSING EVALUATOR NAME: Sabrina Calzada	TELEPHONE: (510) 829-2133
LICENSING EVALUATOR SIGNATURE:	DATE: 05/19/2023

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/19/2023

LIC9099 (FAS) - (06/04)

Page: 3 of 6

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SACRAMENTO NORTH ASC, 2525 NATOMAS PARK DR STE 270
SACRAMENTO, CA 95833

This is an official report of an unannounced visit/investigation of a complaint received in our office on
04/03/2023 and conducted by Evaluator Sabrina Calzada

PUBLIC

COMPLAINT CONTROL NUMBER: 59-AS-20230403102610

FACILITY NAME:	HELPING HANDS		FACILITY NUMBER:	347004182
ADMINISTRATOR:	ROSANA G. MEAD		FACILITY TYPE:	740
ADDRESS:	7655 PRINCE STREET		TELEPHONE:	(916) 723-2985
CITY:	CITRUS HEIGHTS	STATE: CA	ZIP CODE:	95610
CAPACITY:	6	CENSUS: 4	DATE:	05/19/2023
		UNANNOUNCED	TIME BEGAN:	02:00 PM
MET WITH:	Rosana Mead, Administrator		TIME COMPLETED:	04:50 PM

ALLEGATION(S):

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Facility is unsanitary
Staff neglected resident while in care
Staff isolated resident while in care

INVESTIGATION FINDINGS:

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During the course of the investigation LPA interviewed, Administrator, (2) caregivers, Ombudsman, (2) individuals who know resident (R1), and resident (R1). LPA observed the interior of the facility, including the cleanliness of the bathrooms and kitchen, on 4/6/23, 5/10/23 and on 5/19/23.

Allegation: Facility is unsanitary. Complaint alleges that the care home was observed to be in an unsanitary condition. There were no specific details provided.

R1's friend stated when interviewed that the facility appeared clean but he "never really went to the restroom" and would usually visit on the porch or in R1's room, which was always tidy. The same friend stated that the facility is somewhat "cluttered but it's wide enough for a wheelchair and that most facilities have "sticky floors". Another individual who would visit the facility occasionally stated the facility did not necessarily appear unsanitary but “everything looked crowded”. R1 stated that staff are consistently cleaning, including bathrooms and the kitchen, and commented that there is a "little clutter" but it doesn't bother her.

**cont on 9099A-C1..

Unfounded

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: 05/19/2023

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/19/2023

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

LIC9099 (FAS) - (06/04)

Page: 4 of 6

Control Number 59-AS-20230403102610

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SACRAMENTO NORTH ASC, 2525 NATOMAS PARK DR STE 270
SACRAMENTO, CA 95833

FACILITY NAME: HELPING HANDS	FACILITY NUMBER: 347004182
	VISIT DATE: 05/19/2023

NARRATIVE

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cont on 9099A-C(1).. S1 stated "I was in charge of cleaning and R2 did all of the cooking- I also did dishes, floors, rooms and every time R1 used the toilet, I would clean always, using bleach, wipes, 409 and Lysol- there were no issues with sanitizing the facility". LPA toured facility several times during the investigation and observed the floors to be clean, trash to be emptied in the bathroom, and no foul odors to be present. LPA observed significantly less items to be in the common space on 5/19/23 than on previous occasions.

Based on information obtained, LPA finds this allegation to be UNFOUNDED- meaning that the allegation was false, could not have happened and/or is without a reasonable basis. We have therefore dismissed the complaint.

Allegation: Staff neglected resident while in care. Complaint alleges that resident reported to an outside agency that she is neglected at the facility.

Resident's friend stated he felt resident got “above and beyond care- that's the reason why we're going back". The same friend said "I saw no abuse, no neglect, the residents seemed happy and I would visit at non-scheduled times". R1 stated on 5/19/23 her care needs are always met and staff provides assistance when needed.

S1 stated to LPA that R1 received a lot of attention from staff, including special food she requested, and resident was very particular and wouldn’t allow her to touch her skin, even though she always wore gloves. S1 stated that resident was polite to her but she always preferred another caregiver help her.

Administrator and S2 confirmed that R1 would receive regular showers and would ask if she wanted additional showers. Administrator indicated that she would take R1 to regular scheduled appointments, hair stylist would style her hair at the facility and resident would receive assistance in ambulating to the restroom or to the outside patio area.

Based on information obtained, LPA finds this allegation to be UNFOUNDED- meaning that the allegation was false, could not have happened and/or is without a reasonable basis. We have therefore dismissed the complaint.
cont on 9099A-C(2)...

SUPERVISOR'S NAME: Maribeth Senty	TELEPHONE: (916) 263-4813
LICENSING EVALUATOR NAME: Sabrina Calzada	TELEPHONE: (510) 829-2133
LICENSING EVALUATOR SIGNATURE:	DATE: 05/19/2023

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/19/2023

LIC9099 (FAS) - (06/04)

Page: 5 of 6

Control Number 59-AS-20230403102610

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SACRAMENTO NORTH ASC, 2525 NATOMAS PARK DR STE 270
SACRAMENTO, CA 95833

FACILITY NAME: HELPING HANDS	FACILITY NUMBER: 347004182
	VISIT DATE: 05/19/2023

NARRATIVE

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9099A-C(2).. Allegation: Staff isolated resident while in care. Complaint alleges that resident was isolated from socializing with other residents

Resident's (R1) friend said he didn't believe it bothered R1 at all that other residents were bedridden and that resident would occupy her time watching tv, doing crossword puzzles, talking on the phone and smoking.Care plans dated 8/20/21 and 12/30/22 note that resident prefers to stay outside on the front porch so she can smoke, do puzzles, exercises, make phone calls, and have visitors over. Both care plans state that resident will come inside to be with other residents, during meals if desired, but also indicates that resident has her own schedule of meals at times.

When asked if R1 was isolated from socializing with other residents, S1 stated "No, during lunch R1 would talk to other residents in the dining area- she wanted to be on the porch 24/7 as she liked to be outside, until about 9:00 pm, and preferred not to participate in activities with other residents. LPA observed a note entered on the care plan, on 9/30/21, that resident did not want to participate in activities.

R1 stated she never felt isolated in her room and would visit with other residents during meals and other times of the day. R1 stated she likes to do word searches to pass the time.

Based on information obtained, LPA finds the allegation to be UNFOUNDED- meaning that the allegation was false, could not have happened and/or is without a reasonable basis.

On 4/19/23, an additional allegation was received about Administrator and S2 reaching out to R1 over the phone and in person, manipulating her emotionally to convince her to move back to the car home.
Resident's friend stated "I guarantee that (R1) was the instigator in calling (Administrator and S1) back".
A second person who knows R1 well said she visited resident approximately 2 weeks ago and resident stated she was not happy at the new facility and wanted to return to Helping Hands facility. This same person indicated that resident is currently capable of making her own decisions.

Based on information obtained, LPA finds the allegation to be UNFOUNDED- meaning that the allegation was false, could not have happened and/or is without a reasonable basis.

Exit interview. Copy of report provided to Administrator.

SUPERVISOR'S NAME: Maribeth Senty	TELEPHONE: (916) 263-4813
LICENSING EVALUATOR NAME: Sabrina Calzada	TELEPHONE: (510) 829-2133
LICENSING EVALUATOR SIGNATURE:	DATE: 05/19/2023

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/19/2023

LIC9099 (FAS) - (06/04)

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