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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 374602972
Report Date: 04/08/2026
Date Signed: 04/08/2026 04:08:34 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
03/30/2026 and conducted by Evaluator Ramon Serrano
COMPLAINT CONTROL NUMBER: 08-AS-20260330133620
FACILITY NAME:PLAZA VILLAGE SENIOR LIVINGFACILITY NUMBER:
374602972
ADMINISTRATOR:MEGAN AMYFACILITY TYPE:
740
ADDRESS:950 L AVETELEPHONE:
(619) 289-8798
CITY:NATIONAL CITYSTATE: CAZIP CODE:
91950
CAPACITY:85CENSUS: 57DATE:
04/08/2026
UNANNOUNCEDTIME BEGAN:
09:10 AM
MET WITH:Megan Amy MooreTIME COMPLETED:
03:00 PM
ALLEGATION(S):
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Licensee did not give medication as prescribed.
Licensee did not meet resident's care needs.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Ramon Serrano conducted an unannounced complaint visit to both present and deliver complaint investigation findings. LPA introduced himself and stated the purpose of the visit with Executive Director Megan Amy Moore.

On April 8, 2026, Licensing Program Analyst (LPA) Serrano conducted an unannounced complaint investigation at the facility to address the above allegations. LPA reviewed facility records including Resident 1's (R1) Physician’s Report, Care Plan, Medication Administration Records (MARs), and the Resident Care Director’s (RCD) progress notes dated January 2, 2026 through March 31, 2026. LPA also interviewed R1.

The complaint alleged that facility staff were not giving R1 their medication patch and were delayed in providing pain medication. It was reported that R1 used to manage their own medications but the facility took over after they received a morphine prescription.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Ramon Serrano
LICENSING EVALUATOR SIGNATURE:

DATE: 04/08/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/08/2026
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 4
Control Number 08-AS-20260330133620
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: PLAZA VILLAGE SENIOR LIVING
FACILITY NUMBER: 374602972
VISIT DATE: 04/08/2026
NARRATIVE
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R1 shared that they have cancer that has spread to their bones and receive hospice services, and stated they feel staff do not respond to their needs in a timely manner. R1 has resided at the facility since October 2025.

Review of R1’s Physician’s Report dated March 10, 2026 revealed that R1 is ambulatory, able to communicate their needs, able to follow directions, and can feed themself. R1’s primary diagnosis is prostate cancer. The report also notes that R1 is able to self-administer both prescription and PRN (as needed) medications, though the facility began managing their medications following hospice recommendations. Review of R1’s Care Plan dated January 31, 2026 indicated that R1 elected hospice services due to a change in condition. The plan outlines that facility staff are responsible for coordinating care with hospice and notifying hospice staff of any changes. The plan notes that R1 sometimes needs assistance with activities of daily living (ADLs) when feeling weak. A hospice nurse visits the facility 2–3 times per week. The care plan emphasizes promoting R1’s independence while maintaining dignity and safety and encouraging R1 to participate in their own self-care with minimal cues when appropriate.


Review of R1’s Medication Administration Records for March 2026 shows that R1 received their PRN morphine for pain on multiple dates throughout the month, with documentation showing consistent administration when requested and within the allowed time intervals. R1’s PRN Ondansetron was also administered on several dates for nausea and vomiting. The lidocaine 4% patch was noted as “awaiting delivery” from March 1 through March 22. Once the patch became available, R1 refused it consistently from March 22 through March 27, and the medication was discontinued on March 29 per the physician. R1’s only routine (daily) medication, trazodone 50 mg, was administered every day in March except March 28, when R1 was documented as being out in the community. MAR entries show medication administration consistent with physician orders, PRN usage rules, and documented resident refusals.

Review of the RCD progress notes showed a consistent history of behavioral and communication challenges with R1. Notes from January 2, 2026 document that R1 began insulin and was verbally rude to staff and exhibited repetitive calling behavior. On January 14, R1 expressed confusion and repeatedly called for the RCD, expecting nursing-level care which the RCD explained she could not provide. On February 1, staff reported that R1 continued displaying rude behavior and refused staff assistance with room organization or medication oversight. The RCD involved hospice and R1’s outside medical team to discuss care planning.

SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Ramon Serrano
LICENSING EVALUATOR SIGNATURE:

DATE: 04/08/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/08/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 4
Control Number 08-AS-20260330133620
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: PLAZA VILLAGE SENIOR LIVING
FACILITY NUMBER: 374602972
VISIT DATE: 04/08/2026
NARRATIVE
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On March 26, R1 reported to an outside agency that staff were not giving PRN medications when requested. The RCD explained PRN medication frequency requirements (e.g., every 4 or 6 hours) to R1 and indicated staff would call hospice if pain medications appeared ineffective. On March 28, R1 refused morning application of their routine lidocaine patch but later asked for the patch in the evening, which could not be given outside the doctor’s order. Notes show R1 sometimes refused personal care after bowel movements, telling staff to call hospice to provide care. Notes also indicate R1 has been upset since the facility began managing their medications after hospice staff observed misuse and noted R1 continued driving despite morphine use, which created safety concerns. On March 28 R1 made derogatory comments toward care staff. On March 31, R1 refused medications, attempted to leave the facility to go to work, fell in the parking garage, called 911, and refused transport. Hospice staff reported they were exploring a higher level of care placement due to R1’s desire for private nursing support and continued driving concerns.

During LPA’s interview, R1 stated they were diagnosed with prostate cancer in May of the previous year and were told they had one year to live. R1 stated they work two days a week as security for an auction house and have told staff not to give morphine before work. R1 stated officers informed them that due to their morphine prescription, their work license had been suspended. R1 stated facility staff “give them medications regularly,” but they still experience constant left leg pain.

Executive Director stated R1 was previously self administering their medications. In March, the facility assumed responsibility for R1’s medication management due to observed concerns that suggested R1 may no longer be able to safely self administer. This change was made with physician authorization, in coordination with hospice services, and with R1’s consent. All medications are administered by staff in accordance with physician orders. R1 has expressed concerns about medication frequency; however, staff have reminded them that medications must be administered only as prescribed. Any requests for changes are communicated to hospice and the prescribing physician for review and possible adjustment.

Based on the evidence reviewed, including interviews, record review, and care documentation, there is insufficient evidence to support that the facility failed to administer medications as prescribed or failed to meet R1’s care needs. Records show medications were administered in accordance with physician orders, refusals were documented appropriately, and delays in lidocaine patch application were due to pharmacy delivery and resident refusal, not staff neglect.

SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Ramon Serrano
LICENSING EVALUATOR SIGNATURE:

DATE: 04/08/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/08/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 4
Control Number 08-AS-20260330133620
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: PLAZA VILLAGE SENIOR LIVING
FACILITY NUMBER: 374602972
VISIT DATE: 04/08/2026
NARRATIVE
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Documentation further shows ongoing coordination with hospice and responsive care planning. Therefore, the allegations are unsubstantiated. This finding means that the preponderance of the evidence standard has not been met and the allegations are unsubstantiated.

An exit interview was conducted with Megan Amy Moore. A copy of this report along with licensee rights (LIC 9058, 3/22) was provided to Megan Amy Moore whose signature below verifies receipt of these rights.
SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Ramon Serrano
LICENSING EVALUATOR SIGNATURE:

DATE: 04/08/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/08/2026
LIC9099 (FAS) - (06/04)
Page: 4 of 4