366426055-4-28-2026-56-AS-NBRN-DVHNQN-20260629104010

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 366426055
Report Date: 04/28/2026
Date Signed: 04/28/2026 03:13:09 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BERNARDINO ASC, 1650 SPRUCE ST STE 200 MS29-27
RIVERSIDE, CA 92507

This is an official report of an unannounced visit/investigation of a complaint received in our office on
02/04/2026 and conducted by Evaluator Renese Howell-Small

COMPLAINT CONTROL NUMBER: 56-AS-20260204160515

FACILITY NAME:	BRIGHTWATER SENIOR LIVING OF HIGHLAND (DBA)		FACILITY NUMBER:	366426055
ADMINISTRATOR:	MARGUERITE CROCKEM		FACILITY TYPE:	740
ADDRESS:	28807 BASELINE STREET		TELEPHONE:	(909) 742-7353
CITY:	HIGHLAND	STATE: CA	ZIP CODE:	92346
CAPACITY:	115	CENSUS: 90	DATE:	04/28/2026
		UNANNOUNCED	TIME BEGAN:	01:20 PM
MET WITH:	Margeurite Crockem		TIME COMPLETED:	03:15 PM

ALLEGATION(S):

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Staff handled resident in a rough manner.
Staff yelled at a resident in care.
Staff made inappropriate comments towards a resident in care.
Staff did not dispose of resident's trash bin.
Staff did not ensure that resident received laundry services.
Staff are not following resident's hospice care plan.
Staff did not ensure that resident's room is cleaned.
Staff are not practicing proper hygiene in between cleaning.
Staff did not notify resident's responsible party of an incident in a timely manner.

INVESTIGATION FINDINGS:

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On 04/28/2026 at 1:20PM Licensing Program Analyst (LPA) Renese Howell-Small arrived unannouced to the facility to deliver findings for the above allegations. LPA was greeted by staff, introduced self and stated the purpose if the visit. LPA met with Executive Director, Marguerite Crockem. Resident 1 (R1) was discharged from the facility on 02/14/2026 and recently passed away.

The allegation of staff handled resident in a rough manner:
LPA interviewed eight (8) staff and five (5) residents. Staff denied the allegation and stated that the residents would inform staff and relatives if this occurred. The residents denied the allegation, stating that they have not observed staff handle residents in a rough manner. Based on interview, this allegation is UNSUBSTANTIATED.

The allegation that staff yelled at a resident in care:
LPA interviewed staff, residents and a relative of Resident 5 (R5). Staff and residents denied the allegation and stated that they have not witnessed staff yell at residents. Based on interview, this allegation is

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Karen Clemons
LICENSING EVALUATOR NAME: Renese Howell-Small
LICENSING EVALUATOR SIGNATURE:	DATE: 04/28/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/28/2026

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 56-AS-20260204160515

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BERNARDINO ASC, 1650 SPRUCE ST STE 200 MS29-27
RIVERSIDE, CA 92507

FACILITY NAME: BRIGHTWATER SENIOR LIVING OF HIGHLAND (DBA)	FACILITY NUMBER: 366426055
	VISIT DATE: 04/28/2026

NARRATIVE

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UNSUBSTANTIATED.

The allegation that staff made inappropriate comments towards a resident in care:
LPA interviewed eight (8) staff and five (5) residents. Both the staff and the residents denied the allegation. Based on interview and limited information, this allegation is UNSUBSTANTIATED.

The allegation that staff did not dispose of resident's trash bin:
LPA toured the facility and did not observe residents' trash bin to be full. Residents stated that staff empty their trash daily. Staff stated that trash is emptied as often as needed. Based on observation and interview, this allegation is UNSUBSTANTIATED.

The allegation that staff did not ensure that resident received laundry service:
LPA observed a laundry schedule which lists the rooms and the day laundry will be completed. Staff stated that laundry is completed weekly or more if needed. The residents stated that staff take care of their laundry. Based on observation and interview, this allegation is UNSUBSTANTIATED.

The allegation that staff are not following resident's hospice care plan:
LPA was unable to review Resident 1 (R1) hospice care plan as they discharged from the facility on 02/14/2026. Staff denied the allegation and stated that they are trained to follow the residents' care plan. Based on limited information and interview, this allegation is UNSUBSTANTIATED.

The allegation that staff did not ensure that resident's room is cleaned:
On 02/09/2026, LPA observed R1's room to be clean and free from malodors. Both staff and residents denied the allegation and stated that rooms are cleaned every week. Based on observation and interview, this allegation is UNSUBSTANTIATED.

The allegation that staff are not practicing proper hygiene in between cleaning:
Staff stated that they are trained in proper hand hygiene. Staff denied the allegation. Based on limited information and interview, this allegation is UNSUBSTANTIATED.

The allegation that staff did not notify resident's responsible party of an incident in a timely manner:
Staff stated that the appropriate parties are notified when incidents occur. Staff denied the allegation. The relative of R5 stated that staff communicate with the family regarding incidents. Staff notified the family of R1 the day of the incident. Based on record review and interview, this allegation is UNSUBSTANTIATED.

UNSUBSTANTIATED is defined as the allegation may have happened or is valid, but there is not a preponderance of the evidence to prove that the alleged violation(s) occurred.

An exit interview was conducted where this report LIC9099 and LIC9099C were discussed and copies were provided to Executive Director, Marguerite Crockem.

SUPERVISORS NAME: Karen Clemons
LICENSING EVALUATOR NAME: Renese Howell-Small
LICENSING EVALUATOR SIGNATURE:	DATE: 04/28/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/28/2026

LIC9099 (FAS) - (06/04)

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