374604083-7-10-2025-08-AS-SJAB-DK4RAN-20250731125123

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 374604083
Report Date: 07/10/2025
Date Signed: 07/10/2025 04:44:48 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
03/13/2025 and conducted by Evaluator Angelica Boyles

COMPLAINT CONTROL NUMBER: 08-AS-20250313140048

FACILITY NAME:	MONTERA, THE		FACILITY NUMBER:	374604083
ADMINISTRATOR:	EMILY TURNER		FACILITY TYPE:	740
ADDRESS:	5740 LAKE MURRAY BLVD		TELEPHONE:	(619) 832-2599
CITY:	LA MESA	STATE: CA	ZIP CODE:	91942
CAPACITY:	225	CENSUS: 180	DATE:	07/10/2025
		UNANNOUNCED	TIME BEGAN:	03:51 PM
MET WITH:	Executive Director Cathy Allen		TIME COMPLETED:	04:57 PM

ALLEGATION(S):

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Staff did not assist resident with attending scheduled medical appointments.
Staff did not adequately communicate with resident’s representative.
Staff did not assist resident with toileting needs in a timely manner.

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Angelica Boyles conducted an unannounced visit to the facility to deliver investigative findings regarding the above mentioned allegations. LPA identified herself, explained the purpose of the visit and nature of the complaint to Executive Director Cathy Allen.

On March 13, 2025 the Department received this complaint which alleged staff did not assist resident with attending scheduled medical appointments, staff did not adequately communicate with resident’s representative, and staff did not assist resident with toileting needs in a timely manner. The Department’s investigation included a facility tour, record reviews, as well as interviews with residents, staff and outside sources.

(Continued on LIC9099-C)

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Angelica Boyles
LICENSING EVALUATOR SIGNATURE:	DATE: 07/10/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/10/2025

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-20250313140048

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: MONTERA, THE	FACILITY NUMBER: 374604083
	VISIT DATE: 07/10/2025

NARRATIVE

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(Continued from LIC9099)

Regarding the allegation that staff did not assist resident with attending scheduled medical appointments, records reviewed revealed the facility provided information on how medical appointments can be arranged. Interviews with staff corroborate the procedure outlined. During multiple unannounced facility visits, LPA observed residents getting into facility transportation to get taken to appointments.

Regarding the allegation that staff did not adequately communicate with resident’s representative, staff reported that there may be occasions where med techs are unable to answer the phone due to tending to higher priorities. However, during interviews staff reported checking messages after passing medications in addition to checking messages twice a shift. Interviews with outside sources did not report concerns regarding inadequate communication.

Regarding the allegation that staff did not assist resident with toileting needs in a timely manner, interviews with various staff corroborated that while the extent of toileting assistance may vary per resident’s specific care plan, checks are done every two hours for residents who need toileting assistance. Interviews with residents corroborate receiving assistance with toileting needs promptly. During multiple unannounced facility visits, LPA observations of residents did not raise any concerns regarding toileting needs.

The Department has investigated the above mentioned allegations. Based upon the information obtained during this investigation, it is determined that the preponderance of evidence was not met to support or corroborate these allegations and therefore deemed unsubstantiated.

SUPERVISORS NAME: Simon Jacob
LICENSING EVALUATOR NAME: Angelica Boyles
LICENSING EVALUATOR SIGNATURE:	DATE: 07/10/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/10/2025

LIC9099 (FAS) - (06/04)

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