385600429-2-18-2026-14-AS-BCHN-DRU5HK-20260303185826

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 385600429
Report Date: 02/18/2026
Date Signed: 02/18/2026 01:00:57 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BRUNO RO, 851 TRAEGER AVE., SUITE 360
SAN BRUNO, CA 94066

This is an official report of an unannounced visit/investigation of a complaint received in our office on
09/05/2025 and conducted by Evaluator John Calandra

PUBLIC

COMPLAINT CONTROL NUMBER: 14-AS-20250905165459

FACILITY NAME:	IVY PARK AT CATHEDRAL HILL		FACILITY NUMBER:	385600429
ADMINISTRATOR:	ELLA FRICK		FACILITY TYPE:	740
ADDRESS:	1550 SUTTER STREET		TELEPHONE:	(415) 921-1552
CITY:	SAN FRANCISCO	STATE: CA	ZIP CODE:	94109
CAPACITY:	210	CENSUS: 167	DATE:	02/18/2026
		UNANNOUNCED	TIME BEGAN:	09:00 AM
MET WITH:	Kelly Phillips, Health Services Director and Chris Schuster, Executive Director		TIME COMPLETED:	01:15 PM

ALLEGATION(S):

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Staff are not taking steps to prevent the spread of a communicable
disease.
Staff did not safeguard resident personal belongings.
Staff did not ensure that resident was attending medical appointments.

INVESTIGATION FINDINGS:

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On 2/18/2026, Licensing Program Analyst(LPA) John Calandra arrived at the facility to deliver conclusionary findings for this complaint. LPA Calandra was greeted by Kelly Phillips, Health Services Director and Chris Schuster, Executive Director/Administrator and explained the purpose of the visit.

Complaint alleged that staff did not take steps to prevent the spread of a communicable disease as they allowed R1 to room with their roomate while still testing positive for COVID-19. Based on interviews of staff, the facility followed their infection policies by notifying the local Public Health Department after learning R1 had tested positive. In addition, R1's physician was contacted per facility policy and R1's roomate was not moved out of their room per the facility's infection control policies.

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Brenda Chan
LICENSING EVALUATOR NAME: John Calandra
LICENSING EVALUATOR SIGNATURE:	DATE: 02/18/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/15/2026

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 14-AS-20250905165459

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BRUNO RO, 851 TRAEGER AVE., SUITE 360
SAN BRUNO, CA 94066

FACILITY NAME: IVY PARK AT CATHEDRAL HILL	FACILITY NUMBER: 385600429
	VISIT DATE: 02/18/2026

NARRATIVE

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Complaint alleged that clothing, shoes, and bedding have gone missing from R1's room and have not been returned or misplaced by the Licensee. Based on interviews of the Administrator and staff, the facility made reasonable efforts to safeguard R1's property by providing a secured room and by labeling R1's articles of clothing and other items. In addition, the Licensee found/returned or in some cases, replaced any missing items or provided reimbursement per their theft and loss policy.

Complaint alleged that resident had missed several medical appointments. Based on interviews of staff, R1's responsible party takes them to medical appointments. In addition, many of R1's appointments take place inside of the facility. On some occasions, R1 has refused to go to their medical appointments and facility staff have talked to R1 about it but R1 has still refused.

Although the above allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur, therefore the allegations are UNSUBSTANTIATED.

An exit interview was conducted. A copy of the report was provided to the facility representatives.

SUPERVISORS NAME: Brenda Chan
LICENSING EVALUATOR NAME: John Calandra
LICENSING EVALUATOR SIGNATURE:	DATE: 02/18/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/18/2026

LIC9099 (FAS) - (06/04)

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