374603778-7-15-2026-08-AS-APAO-DW87RH-20260721215335

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 374603778
Report Date: 07/15/2026
Date Signed: 07/15/2026 02:34:40 PM

Substantiated

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
06/30/2026 and conducted by Evaluator Ramin Hashemi

COMPLAINT CONTROL NUMBER: 08-AS-20260630141608

FACILITY NAME:	HERITAGE HILLS		FACILITY NUMBER:	374603778
ADMINISTRATOR:	MICHAEL MCCOY		FACILITY TYPE:	740
ADDRESS:	2108 EL CAMINO REAL		TELEPHONE:	(760) 206-7930
CITY:	OCEANSIDE	STATE: CA	ZIP CODE:	92054
CAPACITY:	78	CENSUS:	DATE:	07/15/2026
		UNANNOUNCED	TIME BEGAN:	08:50 AM
MET WITH:	Executive Director Tanya Pontecorvo		TIME COMPLETED:	02:55 PM

ALLEGATION(S):

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Staff does not prevent facility from being malodorous

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Ramin Hashemi conducted an unannounced visit to deliver findings regarding the above complaint allegation(s). LPA introduced themselves and disclosed the purpose of the visit to Executive Directro (ED) Tanya Pontecorvo.

On 06/30/26 it was alleged, "Staff does not prevent facility from being malodorous," The Department’s investigation consisted of unannounced facility visits, review of facility and outside source records, interviews with facility staff and LPA direct observations.

Regarding the allegation, "Staff does not prevent facility from being malodorous," it was alleged that facility staff do not perform preventative and reactive measure to ensure cleanliness with specifications of this case to Resident 1's (R1) room.

(Continued on LIC9099C, Page 2)

Substantiated

Estimated Days of Completion:

SUPERVISORS NAME: Lizzette Tellez
LICENSING EVALUATOR NAME: Ramin Hashemi
LICENSING EVALUATOR SIGNATURE:	DATE: 07/15/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/15/2026

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 3

Control Number 08-AS-20260630141608

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: HERITAGE HILLS	FACILITY NUMBER: 374603778
DEFICIENCY INFORMATION FOR THIS PAGE:	VISIT DATE: 07/15/2026

Deficiency Type POC Due Date / Section Number	DEFICIENCIES		PLAN OF CORRECTIONS(POCs)
Type B 07/15/2026 Section Cited CCR 87625(b)(3)	1 2 3 4 5 6 7	87625 Managed Incontinence (b)... the licensee shall be responsible for the following: (3) Ensuring that incontinent residents are kept clean and dry and that the facility remains free of odors from incontinence.	1 2 3 4 5 6 7	Licensee will ensure room of resident is clear of odors by 07/20/26. A representative of CCLD Offices will conduct a facility visit to ensure POC is cleared.
	8 9 10 11 12 13 14	Based on observation, interview, and recordreview, the licensee did not ensure that The facility was free of odors from intcontinence care, which posed a potential Health, Safety, and Personal rights risks to 1 of 78 persons in care.	8 9 10 11 12 13 14
	1 2 3 4 5 6 7		1 2 3 4 5 6 7
	1 2 3 4 5 6 7		1 2 3 4 5 6 7

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: Lizzette Tellez
LICENSING EVALUATOR NAME: Ramin Hashemi
LICENSING EVALUATOR SIGNATURE:	DATE: 07/15/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/15/2026

LIC9099 (FAS) - (06/04)

Page: 3 of 3

Control Number 08-AS-20260630141608

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: HERITAGE HILLS	FACILITY NUMBER: 374603778
	VISIT DATE: 07/15/2026

NARRATIVE

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(Continued from LIC9099, Page 1)

Staff interviews revealed that staff incontinence care (including disinfecting and odor removal) is procedural and adaptive based on the needs of the resident. Staff 1 (S1) stated that with regards to R1, the conjunction of R1 refusing to bathe with the incontinence care that needed to be provided was adding to the malodorous smell of the room. Staff 3 (S3) stated the incontinence care routine for residents including checking them every 2 hours as needed, removing linens and soiled clothes from the room, and disinfecting the room to ensure cleanliness. Staff demonstrated knowledge of the proper procedures with incontinence care.

LPA Observations revealed that on the initial visit to open the complaint investigation, the room in which R1 resides was malodorous. The LPA observed the room to have a strong ammonia like smell and the LPA had difficulty staying in the room for extended periods of time. The LPA visited the same room that R1 was staying in on a subsequent visit one week later and the room was markedly improved. The smell was greatly reduced and the LPA could stay in the room for extended periods of time.

Based on relevant interviews and observations the preponderance of evidence has been met that alleged violation(s) occurred and are therefore substantiated. Deficiencies are cited per California Code of Regulations, Title 22 (refer to the attached LIC 9099-D). A Plan of Correction was jointly developed with the ED.

SUPERVISORS NAME: Lizzette Tellez
LICENSING EVALUATOR NAME: Ramin Hashemi
LICENSING EVALUATOR SIGNATURE:	DATE: 07/15/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/15/2026

LIC9099 (FAS) - (06/04)

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