435202807-2-25-2026-26-AS-CKAI-DS4LAB-20260312083450

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 435202807
Report Date: 02/25/2026
Date Signed: 02/25/2026 12:48:53 PM

Unsubstantiated

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
08/18/2025 and conducted by Evaluator Marcela Yanez

COMPLAINT CONTROL NUMBER: 26-AS-20250818163511

FACILITY NAME:	MERRILL GARDENS AT WILLOW GLEN		FACILITY NUMBER:	435202807
ADMINISTRATOR:	GOLDEN, KIM		FACILITY TYPE:	740
ADDRESS:	1420 CURCI DRIVE		TELEPHONE:	(408) 283-0941
CITY:	SAN JOSE	STATE: CA	ZIP CODE:	95126
CAPACITY:	150	CENSUS: 94	DATE:	02/25/2026
		UNANNOUNCED	TIME BEGAN:	10:30 AM
MET WITH:	Ida Gemignani-Sterns,		TIME COMPLETED:	12:45 PM

ALLEGATION(S):

1
2
3
4
5
6
7
8
9

Staff did not prevent resident from developing a pressure injury
Staff do not ensure that resident's toileting needs are met
Staff do not ensure that resident has clean bedding
Licensee did not ensure staff dispensing medication to residents were appropriately trained

INVESTIGATION FINDINGS:

1
2
3
4
5
6
7
8
9
10
11
12
13

On 02/25/26 Licensing Program Analyst (LPA) Marcela Yanez conducted an unannounced complaint investigation visit. LPA announced the purpose of the visit and met with Ida Gemignani-Sterns, General Manager (GM). LPA interviewed GM.

On 08/18/25 the department received a complaint with the allegations of Staff did not prevent resident from developing a pressure injury, Staff do not ensure that resident's toileting needs are met, Staff do not ensure that resident has clean bedding, and Licensee did not ensure staff dispensing medication to residents were appropriately trained.
On 09/29/26 LPA Yanez conducted a complaint investigation visit

During visit LPA requested copies of hospice notes, medication orders, Emergency contact information, Hospice log sheet, Visit log, and email communication. LPA interviewed 8 staff and 2 residents.
Page 1 of 3

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Christine Kabariti
LICENSING EVALUATOR NAME: Marcela Yanez
LICENSING EVALUATOR SIGNATURE:	DATE: 02/25/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/25/2026

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

Control Number 26-AS-20250818163511

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: MERRILL GARDENS AT WILLOW GLEN	FACILITY NUMBER: 435202807
	VISIT DATE: 02/25/2026

NARRATIVE

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32

Hospice care plan and progress notes stated that the facility monitored R1 every two hours and repositioned R1 every hour. Hospice staff also visited 2–3 times a week. Facility staff would also check on R1 every 2 to 3 hours for incontinence care. During visits by hospice care staff, R1 was cleaned after a bowel movement. R1 was not left in soiled briefs when hospice care staff visited. 8 out of 8 staff stated that the facility staff checked on residents with incontinence care every 2 hours and that the residents who are bedridden are repositioned every hour. 3 out of 8 staff stated that any resident on hospice services has hospice care staff visit 2 to 3 times a week and has Hospice caregivers visit and sit with resident 2 to 3 times a week. GM stated that the staff followed R1s care plan and R1 was repositioned every hour and briefs changed every 2 to 3 hours.

1 out 8 staff stated that the R1s responsible party placed a white board in R1s room and wanted the date and time written when R1 was changed or when a caregiver entered the room and what services were done. S1 stated that Witness (W1) also took a lot of pictures and asked staff questions regarding policy and procedure. S7 stated that the facility was in constant communication with W1 about the care R1 was being provided. S7 stated W1 wanted to have more transparency regarding R1s care and have documentation provided when services were done.

S7 accommodated W1s request anytime he/she questioned R1s care that was being provided by staff and hospice services. W1 and POA of R1 had a meeting with Memory care director, hospice services and GM on 09/02/25 where R1s care was discussed and any concerns were addressed at that time. On August 18, 2025 Hospice notes states for facility staff to monitor R1s heels that showed redness.

On 10/10/25 LPA Yanez conducted another complaint investigation visit and interviewed 5 residents. LPA toured random rooms and observed beds with clean sheets and residents rooms to be clean.

LPA obtained Medication Technician training records which showed Medication Technicians are trained prior to dispensing medication. S5 stated the staff are trained on the computer and then will shadow the medication technician to get hands on training and are not left alone to dispense medication without competency exam.

Page 2 of 3

SUPERVISORS NAME: Christine Kabariti
LICENSING EVALUATOR NAME: Marcela Yanez
LICENSING EVALUATOR SIGNATURE:	DATE: 02/25/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/25/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 3

Control Number 26-AS-20250818163511

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: MERRILL GARDENS AT WILLOW GLEN	FACILITY NUMBER: 435202807
	VISIT DATE: 02/25/2026

NARRATIVE

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32

Page 3 of 3

LPA interviewed Staff S4 who stated he/she provided medication on time and does not give any type of injections to residents. S4 stated residents’ medication is ordered and given to them according to doctor’s order. S4 states the only injection medication is in liquid form that is packaged and pre-filled and given to residents orally.

GM stated that the Medication Technicians are trained via Brainer and provided a copy of training and are not left alone until they pass a competency exam.

S7 stated that the facility changes the resident’s sheets at least once per week or more if the resident’s sheets get soiled. S7 stated that R1s sheets were changed every 2 or 3 days and more often if R1 soiled the sheets. S7 stated that R1 wanted to eat without staff assistance and he/she would soil their sheets and the sheets were changed more often than usual approximately 2 to 3 times a day. 5 out of 5 residents stated that the facility staff maintains their rooms clean and sanitary by conducting housekeeping visits every week. 5 out of 5 residents stated that the facility staff will come and help them with toileting and changing if necessary. 1 out of 5 residents stated he/she has a hospice caregiver that visits a few days a week and assists with Activities of Daily Living (ADLs).

On 02/25/26 the department has concluded its investigation.

Based on observations, interviews conducted and records reviewed, the Department found that the above allegations are UNSUBSTANTIATED. An unsubstantiated finding indicates that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove that the allegation did or did not occur.

No citations noted at today’s compliant investigation visit. Exit interview conducted with Ida Gemignani-Sterns.
This report was provided to review and for signature. A copy of this report was provided.

SUPERVISORS NAME: Christine Kabariti
LICENSING EVALUATOR NAME: Marcela Yanez
LICENSING EVALUATOR SIGNATURE:	DATE: 02/25/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/25/2026

LIC9099 (FAS) - (06/04)

Page: 3 of 3