374604298-7-24-2025-08-AS-APAO-DKH9S5-20250812233659

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 374604298
Report Date: 07/24/2025
Date Signed: 07/24/2025 11:24:55 AM

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
05/16/2025 and conducted by Evaluator Ramon Serrano

COMPLAINT CONTROL NUMBER: 08-AS-20250516083325

FACILITY NAME:	MACKENZIE CARE HOME		FACILITY NUMBER:	374604298
ADMINISTRATOR:	PREECE, RAQUEL		FACILITY TYPE:	735
ADDRESS:	2487 MACKENZIE CREEK R		TELEPHONE:	(619) 752-9851
CITY:	CHULA VISTA	STATE: CA	ZIP CODE:	91914
CAPACITY:	4	CENSUS: 3	DATE:	07/24/2025
		UNANNOUNCED	TIME BEGAN:	08:48 AM
MET WITH:	Derek Hampton		TIME COMPLETED:	11:34 AM

ALLEGATION(S):

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Staff did not answer facility telephone.
Staff did not accord client privacy during telephone calls.
Staff did not treat client with dignity and respect.

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Ramon Serrano conducted an unannounced complaint visit to deliver findings on the above allegations. LPA met with Administrator Derek Hampton and we discussed the purpose of the visit and elements of the complaint.

Community Care Licensing (CCL) has investigated the above allegations. The investigation consisted of LPA observation, records review, interviews with staff, clients and outside sources.

It was alleged that facility staff did not answer the facility telephone and did not allow Client 1 (C1) to have privacy during their phone calls. It was also alleged that the staff did not treat C1 with dignity and respect. It was reported that calls were made repeatedly to C1 and the facility staff did not answer the phone. It was also reported that staff were over hearing C1's phone calls. It was further reported that C1 was humiliated by the administrator in front of the other clients by the comments that were made regarding C1.

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Ramon Serrano
LICENSING EVALUATOR SIGNATURE:	DATE: 07/24/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/24/2025

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-20250516083325

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: MACKENZIE CARE HOME	FACILITY NUMBER: 374604298
	VISIT DATE: 07/24/2025

NARRATIVE

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LPA reviewed C1's needs and service plan dated April 23, 2025. Service plan stated that C1 is often over conscious and admits to feeling paranoia and anxiety often, when C1 is at home. Service plan further stated that C1 has difficulty maintaining healthy relationships with others. C1 has a history of engaging in inappropriate behaviors including emotional outbursts, physical aggression and property destruction during stressful situations.

LPA interviewed C1 who stated that they did not like the facility much. C1 stated that C1 was not "connecting" with anybody and had no rapport with anybody. C1 stated that nobody liked C1 at the facility. C1 stated that the other clients just kept to themselves. C1 stated that facility staff did not like C1. C1 stated that staff had their favorites. C1 stated that C1 did not trust anybody at the facility. C1 stated that C1 has lived at six different board and care facilities. C1 stated that C1 did not have a cell phone and there is only a corded phone in the kitchen which means their is no privacy when C1 places phone calls. C1 stated that C1's responsible party told them when they call the facility no one picks up the phone. C1 stated that staff are not mean they just don't like C1

LPA interviewed Client 2 (C2) at the facility. C2 stated that they have lived at the facility for over two years. C2 stated its "perfect here, the other facilities I've lived at were terrible." C2 stated they are actually good here, I've never heard staff curse, they're very professional. C2 stated that C2 has never had any issues with placing phone calls or receiving phone calls. C2 stated that the clients have their own rooms with a key where they can make private phone calls. C2 stated that staff are very respectful, they check in with us and ask if we're okay, you feel like you are a part of a family here. C2 stated that in regards to privacy, C2 did have their privacy breeched by C1's responsible party (RP). C2 stated that RP asked for C2's phone number after C2 agreed to help RP find a new laptop for C1. C2 stated that later that night from 11PM-1AM RP called C2 12-13 times. C2 stated that C2 had to block RP's number. C2 stated that now whenever RP comes to the facility RP has a "super snarky" attitude with C2. C2 stated that C2 had issues with C1 because C1 was making inappropriate jokes while gaming online so C2 had to block C1 as well. C2 stated that C1 then lied and told staff that C2 threatened C1. C2 stated that C2 is not rude to C1, C2 still says hi and is cordial but C2 tries to avoid C1 now. C2 said that C1 is just "making up a lot of stuff now."

LPA interviewed Client 3 (C3) who stated that In regards to their living conditions, C3 stated it's "pretty good." C3 stated staff are "good." C3 stated that C3 has never heard staff disrespect clients. C3 stated that the only recent issues was with C1's responsible party (RP).

SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Ramon Serrano
LICENSING EVALUATOR SIGNATURE:	DATE: 07/24/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/24/2025

LIC9099 (FAS) - (06/04)

Page: 2 of 4

Control Number 08-AS-20250516083325

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: MACKENZIE CARE HOME	FACILITY NUMBER: 374604298
	VISIT DATE: 07/24/2025

NARRATIVE

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C3 stated that RP tried to come to the facility and get free food when the clients were barbecuing. C3 stated that RP walked in and said "you are all kids." C3 stated that C3 told RP "I'm almost 40, I'm not a kid." C3 stated that RP's dog defecated all over the yard and C1 called RP and cursed at RP, since C1 was mad that C1 had to pick up the dog feces. C3 stated that C3 had no problem making or receiving private phone calls. C3 stated, most of us have cell phones so we can make private calls.

LPA interviewed Outside Source (OS) who stated that they work directly with C1 and their responsible party. OS stated that all of the clients at the facility use a specific phone line designated for the clients. OS stated that often times the clients will not answer the phone because they simply do not want to. OS stated that the clients responsible parties and family members have been advised to call the Administrator directly on their phone line in case of any emergency. OS stated that in the past C1 was aware of who was calling repeatedly and C1 did not answer the phone because they did not want to speak with that person. OS stated that all of the clients have personal cell phones with the exception of C1 due to personal reasons. OS stated that C1's responsible party has a history of not getting along with staff at facilities that C1 resides in. OS stated that C1's responsible party has also been very aggressive with outside agencies that work directly with C1 and provide care for C1. OS stated that C1 moved out of this facility as of July 1, 2025.

LPA interviewed Staff 1 (S1) at the facility. S1 stated that they worked at the facility during the time period that C1 resided there. S1 stated that client's have their own designated telephone line that they can use to make or receive calls. S1 stated that staff would often take the phone to C1's room whenever they had a phone call. S1 stated that often times C1 did not want to talk to the person calling and C1 would not answer the phone. S1 stated that the client's had a cordless phone and C1 would usually go to their room or walk outside of the facility when they were on a private phone call. S1 stated that they have never witnessed other staff being disrespectful towards C1. S1 stated the only instance they can recall is when C1 became very upset at how the Administrator was cooking their macaroni and cheese. S1 stated that the Administrator attempted to calm C1 down and reassure C1 that they would make it right for C1.

LPA interviewed Administrator (ADM) at the facility. ADM stated that facility staff would answer the client telephone "all the time." ADM stated that the client phone is cordless which means they can use the phone anywhere they would like, day and night. ADM stated that C1 had a lot or paranoia. ADM stated that facility staff is not disrespectful towards clients. ADM stated that on one occasion C1 became very angry at how ADM was cooking macaroni and cheese.

SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Ramon Serrano
LICENSING EVALUATOR SIGNATURE:	DATE: 07/24/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/24/2025

LIC9099 (FAS) - (06/04)

Page: 3 of 4

Control Number 08-AS-20250516083325

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: MACKENZIE CARE HOME	FACILITY NUMBER: 374604298
	VISIT DATE: 07/24/2025

NARRATIVE

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ADM stated that C1 cursed at him and told ADM "what's your problem" ADM stated that he told C1 to relax since the macaroni and cheese was not expensive and ADM would buy C1 more since he purchases the food for the facility. ADM stated that after the incident C1 told their responsible party that ADM was disrespectful when in reality it was the other way around.

It should be noted that LPA observed the client facility phone was cordless, which meant that the clients could use the telephone in private, throughout the facility.

Based upon the foregoing, the above listed 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 Derek Hampton. A copy of this report along with licensee rights (LIC 9058, 3/22) was provided to Derek Hampton whose signature below verifies receipt of these rights.

SUPERVISORS NAME: Robyn Clark
LICENSING EVALUATOR NAME: Ramon Serrano
LICENSING EVALUATOR SIGNATURE:	DATE: 07/24/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/24/2025

LIC9099 (FAS) - (06/04)

Page: 4 of 4