425802136-7-15-2025-29-AS-KBUY-DK4P7N-20250731110413

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 425802136
Report Date: 07/15/2025
Date Signed: 07/15/2025 12:13:45 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

This is an official report of an unannounced visit/investigation of a complaint received in our office on
07/09/2025 and conducted by Evaluator Melisa Rankin

COMPLAINT CONTROL NUMBER: 29-AS-20250709111316

FACILITY NAME:	TELECARE CARMEN LANE		FACILITY NUMBER:	425802136
ADMINISTRATOR:	HANNA DIAZ		FACILITY TYPE:	772
ADDRESS:	212 WEST CARMEN LANE STE 201		TELEPHONE:	(805) 212-7680
CITY:	SANTA MARIA	STATE: CA	ZIP CODE:	93458
CAPACITY:	12	CENSUS: 10	DATE:	07/15/2025
		UNANNOUNCED	TIME BEGAN:	09:15 AM
MET WITH:	Hanna Diaz		TIME COMPLETED:	12:20 PM

ALLEGATION(S):

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Staff do not ensure clients property is provided in a reasonable time
Staff do not provide clients' hygiene products
Staff do not provide clients' with clothing

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Melisa Rankin conducted an unannounced visit to initiate a complaint investigation regarding the above-mentioned allegations. LPA identified themselves and met with Hanna Diaz, to discuss the purpose of the visit and elements of the complaint.  

During the visit LPA reviewed all ten (10) client records, collected resident and staff rosters and policies regarding Client Orientation/admission and Client property management procedures for Telecare, interviewed two (2) staff, four (4) clients, and the administrator. During the visit LPA toured the supply closet for clothing, laundry supplies, towels, and hygiene products. LPA observed hygiene products that are kept in the staff main office for distribution, as well as the restrooms where dispensers are hung in the shower with shampoo, conditioner, and body soap. LPA reviewed all client intake records for Preplacement Appraisal, Functional Capabilities, Physician Report, and Resident/Client Personal Property and Valuable Form.
Prior to visit, on 7/14/25, LPA had reached out to a Santa Barbara Patient Rights representative who stated that they have not heard any concerns regarding the allegations.

Continued on 9099-C

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Kelly Burley
LICENSING EVALUATOR NAME: Melisa Rankin
LICENSING EVALUATOR SIGNATURE:	DATE: 07/15/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/15/2025

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 3

Control Number 29-AS-20250709111316

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: TELECARE CARMEN LANE	FACILITY NUMBER: 425802136
	VISIT DATE: 07/15/2025

NARRATIVE

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On the allegation: Staff do not ensure clients property is provided in a reasonable time. It was alleged that a client got admitted in May, and the family dropped off clients things the next morning. The reporting party stated that staff asked client if they wanted to go through their things, and client said yes because they wanted to shower and change. But later that day the client still hadn’t gotten their property. The reporting party claims that client even came up to ask for a jacket because client was cold and still hadn’t showered or changed since admission. Reporting party alleges clients “are left waiting way too long just to get basic stuff like clean clothes or a toothbrush…[clients] go almost a whole day or more without things they need to feel clean and comfortable.”

LPA reviewed all current client records and noted that all initial Personal Property and Valuable Forms were dated the same day as intake. The forms all had signatures and dates from the client the property belonged to. LPA interviewed available clients, four (4) total, three out of four clients stated that they got their personal items quickly, one claims it took a couple of hours and believes that staff could have processed it sooner, most clients stated that they observe clients to get personal property within a few hours, but expressed that they have seen processing time vary due to the intake hour such as meal time, group time, client appointments, and/or staffing that day. No clients interviewed stated it took more than a couple of hours. No clients stated that they have heard other clients complain about the turn-round time of property return.

LPA interviewed staff and administrator; all stated the expectation is to get items documented on the property form and return them to clients within a few hours and/or by the end of the shift that they arrived. LPA discussed with the administrator ideas for times where the turn around is not as quick, administrator agrees to discuss with staff ideas for being flexible when appropriate such as, if all property cannot be documented and returned right away, that they should ask clients if there is any item they need so that that item may be documented and the client can have that personal property sooner.

Based on interviews, observations, documentation, the allegations are deemed unsubstantiated at this time.

Continued on 9099-C

SUPERVISORS NAME: Kelly Burley
LICENSING EVALUATOR NAME: Melisa Rankin
LICENSING EVALUATOR SIGNATURE:	DATE: 07/15/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/15/2025

LIC9099 (FAS) - (06/04)

Page: 2 of 3

Control Number 29-AS-20250709111316

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: TELECARE CARMEN LANE	FACILITY NUMBER: 425802136
	VISIT DATE: 07/15/2025

NARRATIVE

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On the allegations: Staff do not provide clients' hygiene products and staff do not provide clients' with clothing. It was alleged that a client was unable to shower almost a whole day because they were not able to get their hygiene products and clothing. LPA reviewed shower facilities. There are two showers available and both showers have dispensers hung on the wall for shampoo, conditioner, and body wash. LPA also reviewed available clothing and found multiple bins filled with articles of clothing. LPA observed a supply of towels, and underclothing.

During interviews LPA asked if a client arrives without clothing how is this handled? All staff interviewed stated clients are provided the clothing items from their storage bins to find clothing. If a clothing item isn’t available that is addressed by staff informing the office coordinator who will purchase an appropriate clothing item, additionally staff have a credit card than can be used when the office coordinator isn’t available and/or staff can reach out to another Telecare facility that is a short distance away and can request items, especially if it is urgent, or late in the evening.

Clients interviewed stated that when they first arrived, they either had hygiene items that they brought with them, they were given items from another program prior to arrival, and in two instances the clients preferred to wait for family to bring their property. Only one client stated they didn’t arrive with clothing but stated that donated items were offered and that those were used until family provided more items. All clients know the donation bins of clothing are available, they know that there are hygiene supplies that can be requested from the main office at any time. No one expressed a concern regarding a delay in showering, or in obtaining clothing or products.

Based on interviews, observations, documentation, the allegations are deemed unsubstantiated at this time.

Exit interview conducted. Copy of report given to administrator.

SUPERVISORS NAME: Kelly Burley
LICENSING EVALUATOR NAME: Melisa Rankin
LICENSING EVALUATOR SIGNATURE:	DATE: 07/15/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 07/15/2025

LIC9099 (FAS) - (06/04)

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