425850241-6-2-2023-29-AS-KBUY-CSTMJH-20230615093910

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 425850241
Report Date: 06/02/2023
Date Signed: 06/02/2023 10:44:38 AM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 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
04/21/2023 and conducted by Evaluator Kristin Kontilis

COMPLAINT CONTROL NUMBER: 29-AS-20230421101142

FACILITY NAME:	GARDEN COURT AT VILLA SANTA BARBARA		FACILITY NUMBER:	425850241
ADMINISTRATOR:	SORENSON, KAROLYN		FACILITY TYPE:	740
ADDRESS:	227 E. ANAPAMU STREET		TELEPHONE:	(805) 963-4428
CITY:	SANTA BARBARA	STATE: CA	ZIP CODE:	93101
CAPACITY:	126	CENSUS: 77	DATE:	06/02/2023
		UNANNOUNCED	TIME BEGAN:	09:55 AM
MET WITH:	Rick Olds, Administrator		TIME COMPLETED:	11:00 AM

ALLEGATION(S):

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Staff speak inappropriately towards residents in care.
Staff do not treat residents with dignity.

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Kontilis conducted a subsequent complaint visit to issue final findings for the complaint allegations above. LPA met with Administrator Rick Olds and explained the purpose of the visit. During the investigation, LPA interviewed eleven residents and five staff on 4/26/2023 from 12:15 pm to 5:05 pm. LPA interviewed a resident on 5/2/2023 at 1:22 pm and interviewed a staff on 5/2/2023 at 1:50 pm.
On the allegations: Staff speak inappropriately towards residents in care and Staff do not treat residents with dignity. It was alleged that Staff 1 (S1) spoke “rudely” to residents who ask questions, and that S1’s voice was “almost to a yelling tone.”
LPA interviewed Administrator who stated if someone alleged a staff spoke inappropriately to residents, they would address it with the staff, and speak with the resident who was affected. If the behavior continues, staff may be written up or even terminated. Administrator provided an example of a staff who

Please continue to 9099-C, Pg 2.

Unsubstantiated

Estimated Days of Completion: 90

SUPERVISOR'S NAME: Kelly Burley	TELEPHONE: (805) 562-0413
LICENSING EVALUATOR NAME: Kristin Kontilis	TELEPHONE: (805) 689-2787
LICENSING EVALUATOR SIGNATURE:	DATE: 06/02/2023

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/02/2023

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 29-AS-20230421101142

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

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

FACILITY NAME: GARDEN COURT AT VILLA SANTA BARBARA	FACILITY NUMBER: 425850241
	VISIT DATE: 06/02/2023

NARRATIVE

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said something the Administrator did not find appropriate, and he verbally counseled the staff and spoke with the resident, and believes the matter is resolved. Administrator stated they believe some issues stem from phrases getting lost in translation or sound abrupt.
Administrator stated they had a situation where S1 and Staff 2 (S2) had a conflict and spoke inappropriately to each other, but no residents were involved. LPA interviewed Director of Operations about the situation, and confirmed the situation was only between staff and he has not had any residents come to him about staff speaking inappropriately or making them feel uncomfortable.
LPA interviewed S1, who denied witnessing staff speak inappropriately to residents, or in a rude or uncaring way to residents. S1 stated they have had meetings/trainings at the facility about how to treat residents, as the facility is the residents’ home and the staff work for them. S1 stated they try to maintain their professionalism but also feel that the residents are their family.
LPA interviewed other staff who indicated S1 can be “short” with staff over the radio, or unhelpful by saying “I don’t know” when the staff say they need something but did not indicate S1 was inappropriate to residents.
Ten residents interviewed indicated they were happy with the staff, had never experienced staff speaking inappropriately to residents, and staff had never embarrassed or scolded them. Multiple residents interviewed stated if they had witnessed this behavior from staff, they would feel comfortable speaking up directly or bringing it to someone’s attention such as the Administrator or Director of Operations. One resident interviewed indicated S1 is usually very nice but is sometimes “cranky,” while another resident described S1 as “aloof” and “all business.”
Based on the evidence obtained, the allegation is Unsubstantiated at this time. Administrator stated shortly after LPA's visit on 4/26/2023, Administrator conducted an all-staff in-service training to remind staff of residents' personal rights and the expectations of interactions with residents by facility staff. Administrator further stated the focus of the in-service training was not only on what is said but also the tone in which a staff member may use.

Exit interview conducted. No citations issued. Copy of report issued at the time of the visit.

SUPERVISOR'S NAME: Kelly Burley	TELEPHONE: (805) 562-0413
LICENSING EVALUATOR NAME: Kristin Kontilis	TELEPHONE: (805) 689-2787
LICENSING EVALUATOR SIGNATURE:	DATE: 06/02/2023

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/02/2023

LIC9099 (FAS) - (06/04)

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