435201057-6-4-2026-26-AS-CKAI-DXXT9S-20260915143222

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 435201057
Report Date: 06/04/2026
Date Signed: 06/04/2026 04:42:37 PM

Substantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

This is an official report of an unannounced visit/investigation of a complaint received in our office on
08/11/2025 and conducted by Evaluator David Marrufo

COMPLAINT CONTROL NUMBER: 26-AS-20250811094651

FACILITY NAME:	SARATOGA RETIREMENT COMMUNITY		FACILITY NUMBER:	435201057
ADMINISTRATOR:	SARAH STEL		FACILITY TYPE:	741
ADDRESS:	14500 FRUITVALE AVENUE		TELEPHONE:	(408) 741-7100
CITY:	SARATOGA	STATE: CA	ZIP CODE:	95070
CAPACITY:	418	CENSUS: 194	DATE:	06/04/2026
		UNANNOUNCED	TIME BEGAN:	03:30 PM
MET WITH:	Sarah Stel		TIME COMPLETED:	05:00 PM

ALLEGATION(S):

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Provider is refusing to effectively communicate with SRC Residents.

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) David Marrufo conducted an unannounced complaint investigation visit and met with Sarah Stel, Administrator.

On August 8, 2025, the Department received a complaint alleging, “Provider is refusing to effectively communicate with Saratoga Retirement Community (SRC) residents.” The complaint alleged that the provider limited residents’ access to information and restricted communication between residents, the resident representative, and the provider’s governing body.

See LIC9099-C page for more information. Page 1 of 3.

Substantiated

Estimated Days of Completion:

SUPERVISORS NAME: Christine Kabariti
LICENSING EVALUATOR NAME: David Marrufo
LICENSING EVALUATOR SIGNATURE:	DATE: 06/04/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/04/2026

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 4

Control Number 26-AS-20250811094651

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

FACILITY NAME: SARATOGA RETIREMENT COMMUNITY	FACILITY NUMBER: 435201057
	VISIT DATE: 06/04/2026

NARRATIVE

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The complaint included concerns that the provider’s governing body limited the resident representative’s ability to report information to residents, required reports to be edited or pre-approved, restricted the sharing of Board materials by broadly labeling materials as confidential or proprietary, and implemented a communication policy that created multiple levels of review before resident concerns could reach the governing body. The complaint also alleged that provider-issued communications were used in a way that replaced or limited the resident representative’s role in communicating directly with residents.

Health and Safety Code section 1771.7(c)(4) provides that residents have the right to expect effective channels of communication between residents and staff, and between residents and the administration or provider’s governing body. Health and Safety Code section 1771.7(d)(2) requires providers to establish policies and procedures that promote the sharing of information, dialogue between residents and management, and access to the provider’s governing body. In addition, Health and Safety Code section 1771.8(n) provides that resident representatives shall receive the same notice of meetings, packets, minutes, and other materials as members of the governing body and shall be permitted to attend, speak, and participate in governing body meetings. Resident representatives may also share information from meetings with other residents unless the information is confidential or doing so would violate fiduciary duties to the provider.

The Department reviewed the information provided and determined that several of the provider’s practices appear inconsistent with the continuing care contract statutes. Board packets are not automatically confidential and may only be withheld when they contain information related to litigation, personnel, competitive advantage, or other legally confidential information. The Department also determined that requiring the resident representative’s notes or reports to be reviewed, edited, or approved by the governing body interferes with the resident representative’s ability to communicate timely and freely with residents.

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SUPERVISORS NAME: Christine Kabariti
LICENSING EVALUATOR NAME: David Marrufo
LICENSING EVALUATOR SIGNATURE:	DATE: 06/04/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/04/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 4

Control Number 26-AS-20250811094651

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

FACILITY NAME: SARATOGA RETIREMENT COMMUNITY	FACILITY NUMBER: 435201057
	VISIT DATE: 06/04/2026

NARRATIVE

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The Department further determined that the provider’s communication policy appeared overly burdensome and did not adequately promote resident access to the governing body. The policy required residents to go through multiple steps before concerns could potentially reach the governing body, which could prevent or delay resident concerns from being heard. When viewed together with the reported restrictions on the resident representative’s communications, the provider’s process appeared to impede effective communication between residents and the provider’s governing body.

Based on the Department’s review, the allegation that the provider is refusing to effectively communicate with Saratoga Retirement Community residents is substantiated. The evidence supports that the provider’s policies and practices limited resident access to information, restricted the resident representative’s ability to communicate with residents, and created barriers to residents raising concerns with the provider’s governing body.

This report was reviewed with Administrator Sarah Stel and a copy of this report and appeal rights were provided.

Page 3 of 3.

END REPORT

SUPERVISORS NAME: Christine Kabariti
LICENSING EVALUATOR NAME: David Marrufo
LICENSING EVALUATOR SIGNATURE:	DATE: 06/04/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/04/2026

LIC9099 (FAS) - (06/04)

Page: 3 of 4

Citations on this Visit Report are Under Appeal!

Control Number 26-AS-20250811094651

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

FACILITY NAME: SARATOGA RETIREMENT COMMUNITY	FACILITY NUMBER: 435201057
DEFICIENCY INFORMATION FOR THIS PAGE:	VISIT DATE: 06/04/2026

Deficiency Type POC Due Date / Section Number	DEFICIENCIES		PLAN OF CORRECTIONS(POCs)
Under Appeal Type B 06/11/2026 Section Cited HSC 1771.7(c)(4)	1 2 3 4 5 6 7	(c) All residents in residential living units shall have all of the following rights: (4) To expect effective channels of communication between residents and staff, and between residents and the administration or provider’s governing body. This requirement was not met as evidenced by:	1 2 3 4 5 6 7	The provider agrees to update their communication policy to ensure that it provides residents with an effective channel of communication and dialogue. This policy shall be submitted to the Department for review and approval by 06/11/2026.
	8 9 10 11 12 13 14	Based on interviews and documents reviewed, the Provider implemented policies and practices that inhibited residents from having proper channels of communication, which poses a personal rights risk to residents in care.	8 9 10 11 12 13 14
	1 2 3 4 5 6 7		1 2 3 4 5 6 7
	1 2 3 4 5 6 7		1 2 3 4 5 6 7

Failure to correct the cited deficiency(ies), on or before the Plan of Correction (POC) due date, may result in a civil penalty assessment.

SUPERVISOR'S NAME: Christine Kabariti
LICENSING EVALUATOR NAME: David Marrufo
LICENSING EVALUATOR SIGNATURE:	DATE: 06/04/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 06/04/2026

LIC9099 (FAS) - (06/04)

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