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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 374602369
Report Date: 07/26/2023
Date Signed: 07/26/2023 04:41:56 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108
This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/22/2023 and conducted by Evaluator Marisela Garcia-Centeno
COMPLAINT CONTROL NUMBER: 08-AS-20230322151605
FACILITY NAME:GOLDEN LIVING HEALTH MANAGEMENT, INC.FACILITY NUMBER:
374602369
ADMINISTRATOR:ROCIO GRANDAFACILITY TYPE:
740
ADDRESS:3223 DUKE STREETTELEPHONE:
(619) 222-1109
CITY:SAN DIEGOSTATE: CAZIP CODE:
92110
CAPACITY:113CENSUS: 87DATE:
07/26/2023
UNANNOUNCEDTIME BEGAN:
12:15 AM
MET WITH:Administrator, Rocio Granda TIME COMPLETED:
01:35 PM
ALLEGATION(S):
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Facility did not provide adequate food service
Staff did not meet residents’ care needs
Staff did not provide incontinence care for resident
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Garcia-Centeno conducted an unannounced complaint visit to deliver investigative findings. LPA identified herself and was invited into the facility. LPA met with Administrator, Rocio Granda and shared findings.

The Department investigated the above-listed complaint allegations. The investigation consisted of an inspection of the facility, interviews with staff and outside sources, and a review of resident and facility records relevant to this investigation.

On March 22, 2023, Community Care Licensing (CCL) received a complaint alleging that facility staff did not provide adequate food service. It was specifically alleged that there was a shortage of food and sometimes no food. In addition, it was alleged that residents could only have two cups of milk or coffee.

(continue on LIC9099C)
Unsubstantiated
Estimated Days of Completion:
SUPERVISOR'S NAME: Denise PowellTELEPHONE: (619) -76-2317
LICENSING EVALUATOR NAME: Marisela Garcia-CentenoTELEPHONE: (619) 323-4834
LICENSING EVALUATOR SIGNATURE:

DATE: 07/26/2023
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/26/2023
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 08-AS-20230322151605
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108
FACILITY NAME: GOLDEN LIVING HEALTH MANAGEMENT, INC.
FACILITY NUMBER: 374602369
VISIT DATE: 07/26/2023
NARRATIVE
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(Continue from LIC9099)

During a visit to the facility on March 29, 2023, the kitchen was observed to be clean and in order. The refrigerators were stocked with plenty of perishable food. The kitchen had multiple pantries and they were fully stocked. Three staff members observed in the kitchen were getting ready to prepare lunch. The meal that was being prepared was consistent with the menu, sloppy joes, broccoli corn casserole, salad, and fresh fruit and tapioca for dessert. All the ingredients for the meal that was going to be prepared were available in the kitchen. Per kitchen staff interviews, there was no set limit on the amount of food being provided to the residents. The staff indicated they serve the established recommended portions. In addition, residents are free to order much milk and/or coffee as they want. According to management, they have never experienced a shortage of food as groceries are delivered every week and more often if needed. Staff indicated that they have certain foods that are staple items and are ordered and stocked on a set schedule. Multiple interviews with residents and staff disclosed no concerns with food service. During interviews, the residents indicated they liked the food and that the food portions were sufficient to meet their needs.

It was also alleged that staff did not meet residents’ care needs. It was specifically alleged that residents were not able to communicate with staff because staff did not speak English. It was also indicated that staff were not available to open the rooms for the residents when the residents called out for help. Multiple interviews with staff and residents did not disclose any concerns with language barriers with care staff. Residents consistently indicated that staff were very accommodating with their needs and helped with everything they needed in a timely manner. The residents interviewed consistently reported they did not recall an instance when a resident called out for help and staff did not attend to their needs. During the tour of the facility on March 29, 2023, it was observed all residents in care were clean, well-groomed, and appropriately dressed. The residents’ rooms and accommodations were observed to be clean, free from clutter, and malodor free.

In addition, it was alleged that staff did not provide incontinence care to residents. It was specifically alleged that a resident (R1) [an LIC 811 Confidential Names List was provided to staff to identify the resident] and other residents were observed walking around the facility with soiled adult briefs.

(continue on LIC9099C)
SUPERVISOR'S NAME: Denise PowellTELEPHONE: (619) -76-2317
LICENSING EVALUATOR NAME: Marisela Garcia-CentenoTELEPHONE: (619) 323-4834
LICENSING EVALUATOR SIGNATURE:

DATE: 07/26/2023
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/26/2023
LIC9099 (FAS) - (06/04)
Page: 2 of 6
Control Number 08-AS-20230322151605
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108
FACILITY NAME: GOLDEN LIVING HEALTH MANAGEMENT, INC.
FACILITY NUMBER: 374602369
VISIT DATE: 07/26/2023
NARRATIVE
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(Continue from LIC9099C)

Additional details of the incidents and of the other residents involved were not provided during the investigation. During interviews, multiple residents indicated that staff provided help with incontinence care and expressed satisfaction with the care provided by staff. During an individual interview, R1 consistently reported that staff were providing incontinence care to meet their needs. Staff indicated that R1 required assistance with activities of daily living. Regarding incontinence care, R1 preferred using a portable urinal during the day and only agreed to wear adult briefs overnight. Staff accommodated R1’s request by keeping the portable urinal handy for R1 to use. In addition, staff would make sure the urinal was emptied and rinsed several times daily to avoid possible spillage and/or malodors in the room. During a visit on March 29, 2023, the portable urinal was observed readily available for R1’s convenience positioned by their bed. In addition, the container was observed to be empty and clean. R1’s room as well as the other rooms inspected during the visit were observed to be clean and free from malodors.

The Department has investigated the above-mentioned allegations and has found that based upon interviews, record reviews, and observations, there was insufficient evidence to corroborate the allegations. Although the allegations may have happened or are valid, there is not a preponderance of the evidence to prove that the alleged violations occurred. Therefore, these allegations are deemed to be unsubstantiated.

An exit interview was conducted with Administrator, Granda to whom a copy of this report, along with Licensee Rights (LIC 9058 01/16), were provided at the conclusion of the visit.
SUPERVISOR'S NAME: Denise PowellTELEPHONE: (619) -76-2317
LICENSING EVALUATOR NAME: Marisela Garcia-CentenoTELEPHONE: (619) 323-4834
LICENSING EVALUATOR SIGNATURE:

DATE: 07/26/2023
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/26/2023
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
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108
This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/22/2023 and conducted by Evaluator Marisela Garcia-Centeno
COMPLAINT CONTROL NUMBER: 08-AS-20230322151605

FACILITY NAME:GOLDEN LIVING HEALTH MANAGEMENT, INC.FACILITY NUMBER:
374602369
ADMINISTRATOR:ROCIO GRANDAFACILITY TYPE:
740
ADDRESS:3223 DUKE STREETTELEPHONE:
(619) 222-1109
CITY:SAN DIEGOSTATE: CAZIP CODE:
92110
CAPACITY:113CENSUS: 87DATE:
07/26/2023
UNANNOUNCEDTIME BEGAN:
12:15 AM
MET WITH:Administrator, Rocio Granda TIME COMPLETED:
01:35 PM
ALLEGATION(S):
1
2
3
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9
Staff did not have criminal record clearances
Staff did not receive required training
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Garcia-Centeno conducted an unannounced complaint visit to deliver investigative findings. LPA identified herself and was invited into the facility. LPA met with Administrator, Rocio Granda and shared findings.

The Department investigated the above-listed complaint allegations. The investigation consisted of an inspection of the facility, interviews with staff and outside sources, and records review, including personnel reports and outside source records.

On March 22, 2023, Community Care Licensing (CCL) received a complaint alleging that facility staff did not have criminal record clearances. It was specifically alleged that employees hired to work at the facility did not have criminal background clearances prior to employment.

(Continue to LIC9099C
Unfounded
Estimated Days of Completion:
SUPERVISOR'S NAME: Denise PowellTELEPHONE: (619) -76-2317
LICENSING EVALUATOR NAME: Marisela Garcia-CentenoTELEPHONE: (619) 323-4834
LICENSING EVALUATOR SIGNATURE:

DATE: 07/26/2023
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/26/2023
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 08-AS-20230322151605
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108
FACILITY NAME: GOLDEN LIVING HEALTH MANAGEMENT, INC.
FACILITY NUMBER: 374602369
VISIT DATE: 07/26/2023
NARRATIVE
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(Continue from LIC9099A)

Specific details of the incidents, and when they occurred, were not available during the investigation. During an unannounced visit at the facility conducted on March 29, 2023, all employees present at the facility had current criminal background clearances. In addition, a thorough review of the facility’s current personnel report indicated that all of the 37 out of 58 employees randomly selected or 64% of the staff had criminal record clearances on file and were cleared to work at the facility. Per staff interviews, it was the policy of the company not to hire any staff/volunteers without having proper background clearances on record. According to management, this policy was strongly enforced and there were no exceptions to this policy ever made. It was indicated that when the facility faced staffing shortages during the COVID-19 pandemic, they contracted caregivers through a staffing agency.

It was also alleged that staff did not receive the required training. It was specifically alleged that employees were hired and placed to work prior to obtaining any training. During interviews, staff consistently indicated that they were required to complete the initial required training. It was further indicated that employees especially care staff were required to shadow other more experienced staff members multiple days prior to being assigned on their own. A thorough review of the training records for 6 staff members randomly selected for review had received all the required training. Three Medication Technicians and three caregivers records were selected for review and no exceptions were noted. The review of training records indicated all staff reviewed received more than the required hours of training per year and training on medication management was completed annually as required.

Based on the information obtained during staff interviews and review of training records Basic Training was part of the onboarding process and new employee orientation. Basic Training included on-the-job training in the following areas as appropriate for the position and the job assigned: principles of nutrition, food preparation and storage and menu planning, housekeeping and sanitation principles, resident care and supervision, distribution of prescribed medications, recognition of early signs of illness and the need for professional assistance. There was no evidence to support the allegation that staff were not provided any training. Multiple interviews with residents and staff disclosed no concerns regarding the lack of training. There was no evidence to support the allegation that staff did not have adequate training.
(Continue to LIC9099C)
SUPERVISOR'S NAME: Denise PowellTELEPHONE: (619) -76-2317
LICENSING EVALUATOR NAME: Marisela Garcia-CentenoTELEPHONE: (619) 323-4834
LICENSING EVALUATOR SIGNATURE:

DATE: 07/26/2023
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/26/2023
LIC9099 (FAS) - (06/04)
Page: 5 of 6
Control Number 08-AS-20230322151605
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108
FACILITY NAME: GOLDEN LIVING HEALTH MANAGEMENT, INC.
FACILITY NUMBER: 374602369
VISIT DATE: 07/26/2023
NARRATIVE
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(Continue from LIC9099C)

Based on the results of the investigation, which consisted of observations, interviews with key staff and outside sources, and review of pertinent resident and facility records there was no evidence found to support the allegations listed in this report. The Department has found that the complaint allegations were unfounded, meaning that the allegations were false, could not have happened, and/or are without a reasonable basis.

An exit interview was conducted with Administrator, Granda, to whom a copy of this report, and Licensee Appeal Rights (9058 01/16) were provided at the conclusion of the visit.
SUPERVISOR'S NAME: Denise PowellTELEPHONE: (619) -76-2317
LICENSING EVALUATOR NAME: Marisela Garcia-CentenoTELEPHONE: (619) 323-4834
LICENSING EVALUATOR SIGNATURE:

DATE: 07/26/2023
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/26/2023
LIC9099 (FAS) - (06/04)
Page: 6 of 6