374603778-7-15-2026-08-AS-APAO-DW87RJ-20260721215336

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 374603778
Report Date: 07/15/2026
Date Signed: 07/15/2026 02:37:55 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
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 ensure resident is bathed
Staff does not ensure resident can open the door to her room

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 Director (ED) Tanya Pontecorvo.

On 06/30/26 it was alleged, "Staff does not ensure resident is bathed," and "Staff does not ensure resident can open the door to her room." The Department’s investigation consisted of unannounced facility visits, review of facility and outside source records, interviews with facility staff, residents, outside sources, and LPA direct observations.

Regarding the allegation, "Staff does not ensure resident is bathed," it was alleged that Resident 1 is not being bathed per physician's orders/plan of care.

(Continued on LIC9099C, Page 2)

Unsubstantiated

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)

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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)

Interviews with staff revealed that R1 is to be bathed twice a week. Interviews with Staff 2 (S2), S3, and Staff 4 (S4) all stated that R1 has been refusing bathing services (a personal right they are allowed to exercise). Staff told the LPA that when R1 refuses their bath, they try to employ techniques to encourage bathing including calling R1's family to encourage healthy behavior. S2 stated that R1 would refuse bathes but more recently has agreed to bathe more regularly without the need of encouragement from family.

In an Interview with R1, it was revealed that facility staff offer bathing services to the resident. R1 stated that they've recently worked out a schedule to help them in accepting those services. This corroborates staff interviews.

Records review revealed that the facility staff were tracking the bathing refusals and updating the care notes to include attempts and solutions when R1 would refuse initially.

Regarding the allegation, "Staff does not ensure resident can open the door to her room." it was alleged that Resident 1 does not have access to their room due to the door being too heavy/too difficult to open.

Interviews with Resident revealed that R1 is able to open and close the door to their room. R1 stated that the door was heavy however during the interview the LPA observed the resident opening and closing the door with mild difficulty. The LPA inquired if R1 required help from staff to open and close the door every time they needed to go in and out to which they responded, "No I don't need staff to help all the time. Every once in a while."

LPA Observations revealed that R1 could open and close the door to their room with minimal difficulty. During the demonstration, R1 told the LPA that the door was heavy. LPA notes that the door is a fire safety door and has been cleared by the fire department to be in use in this facility.

Based on interviews, direct LPA observations and records review, a preponderance of evidence does not exist to prove that the alleged violations occurred, therefore the allegationa aee UNSUBSTANTIATED. An exit interview was conducted with ED, to whom a copy of this report and the Licensee/Appeal Rights (LIC9058 03/22) were provided.

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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