415601140-5-8-2026-14-AS-BCHN-DVL35H-20260701175643

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 415601140
Report Date: 05/08/2026
Date Signed: 05/08/2026 01:46:15 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
02/02/2026 and conducted by Evaluator John Calandra

PUBLIC

COMPLAINT CONTROL NUMBER: 14-AS-20260202140353

FACILITY NAME:	HOPKINS MANOR		FACILITY NUMBER:	415601140
ADMINISTRATOR:	RICARDO ABAN		FACILITY TYPE:	740
ADDRESS:	1235 HOPKINS AVE		TELEPHONE:	(510) 390-8078
CITY:	REDWOOD CITY	STATE: CA	ZIP CODE:	94062
CAPACITY:	88	CENSUS: 79	DATE:	05/08/2026
		UNANNOUNCED	TIME BEGAN:	08:30 AM
MET WITH:	Susan Roquel, Assistant Manager		TIME COMPLETED:	01:45 PM

ALLEGATION(S):

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Staff do not ensure food is of good quality and quantity
Staff do not ensure residents incontinence care needs are being met in a timely manner
Staff do not ensure the facility is kept free of mal odors
Staff do not have the ability to communicate with the residents

INVESTIGATION FINDINGS:

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On 5/8/2026, Licensing Program Analyst(LPA) John Calandra arrived at the facility to deliver conclusionary findings received by the Department on 2/2/2026. LPA Calandra was greeted by Susan Roquel, Assistant Manager and explained the purpose of the visit.

Complaint alleged that staff don't ensure that food is of good quality and quantity. LPA toured the kitchen, pantry, and dining room during lunch. No food was expired and the facility had the required 7 days of non perishables and 2 days of perishables on the premises. In addition, LPA Calandra observed dining staff serving a lunch consisting of a starch, vegetables, protein, and fruit. Based on interviews, residents are served 3 meals a day, and snacks whenever they would like them.

Complaint also alleged that staff do not ensure residents incontinence care needs are being met in a timely manner. Based on interviews, staff are able to ensure residents' incontinence needs are being met.

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Brenda Chan
LICENSING EVALUATOR NAME: John Calandra
LICENSING EVALUATOR SIGNATURE:	DATE: 05/08/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/08/2026

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

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
02/02/2026 and conducted by Evaluator John Calandra

PUBLIC

COMPLAINT CONTROL NUMBER: 14-AS-20260202140353

FACILITY NAME:	HOPKINS MANOR		FACILITY NUMBER:	415601140
ADMINISTRATOR:	RICARDO ABAN		FACILITY TYPE:	740
ADDRESS:	1235 HOPKINS AVE		TELEPHONE:	(510) 390-8078
CITY:	REDWOOD CITY	STATE: CA	ZIP CODE:	94062
CAPACITY:	88	CENSUS: 79	DATE:	05/08/2026
		UNANNOUNCED	TIME BEGAN:	08:30 AM
MET WITH:	Susan Roquel, Assistant Manager		TIME COMPLETED:	01:45 PM

ALLEGATION(S):

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Questionable death

INVESTIGATION FINDINGS:

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On 5/8/2026, Licensing Program Analyst(LPA) John Calandra arrived at the facility to deliver conclusionary findings for this complaint received by the Department on 2/2/2026. LPA Calandra was greeted by Susan Roquel, Assistant Manager and explained the purpose of the visit.

Complaint alleged that a former resident who was choking during a meal, passed away due to staff not intervening or performing the heimlich manuever. The Department has investigated this allegation and found that facility staff attempted to remove the food from R1's mouth when R1 began choking and attempted to perform the Heimlich manuever but were unsuccessful. Paramedics were called to the facility and R1 was transported to the hospital where R1 passed away. Based on the Department's review of R1's file, R1 did not have any dietary restrictions and was able to feed themselves.

Based on interviews, and record reviews, the department has determined that the allegation was false, could not have happened and/or is without a reasonable basis, therefore the allegation is UNFOUNDED.

No deficiencies cited during today's visit. An exit interview was conducted and a copy of the report provided to the facility representative.

Unfounded

Estimated Days of Completion:

SUPERVISORS NAME: Brenda Chan
LICENSING EVALUATOR NAME: John Calandra
LICENSING EVALUATOR SIGNATURE:	DATE: 05/08/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/08/2026

This report must be available at Child Care and Group Home facilities for public review for 3 years.

LIC9099 (FAS) - (06/04)

Page: 2 of 3

Control Number 14-AS-20260202140353

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: HOPKINS MANOR	FACILITY NUMBER: 415601140
	VISIT DATE: 05/08/2026

NARRATIVE

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Complaint also alleged that staff do not ensure the facility is kept free of mal odors. LPA toured the physical plant. This is a 3-story building but residents only reside on the 2nd and 3rd floors. LPA Calandra toured the entire building but did not observe any malodorous smells.

Complaint also alleged that staff do not have the ability to communicate with residents. Based on interviews and observations, residents are able to communicate with residents and meet their needs. According to the Assistant Manager, Susan Roquel, if staff don't understand a resident, English speaking staff are always available to help translate.

Based on interviews and observations, the above allegations are UNSUBSTANTIATED. Although the 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 above allegations are unsubstantiated at this time.

No deficiencies cited during today’s visit.

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

SUPERVISORS NAME: Brenda Chan
LICENSING EVALUATOR NAME: John Calandra
LICENSING EVALUATOR SIGNATURE:	DATE: 05/08/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/08/2026

LIC9099 (FAS) - (06/04)

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