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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 496801684
Report Date: 09/18/2025
Date Signed: 09/18/2025 01:47:06 PM

Substantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405
This is an official report of an unannounced visit/investigation of a complaint received in our office on
08/19/2025 and conducted by Evaluator Marisol Cuadra
PUBLIC
COMPLAINT CONTROL NUMBER: 21-AS-20250819085109
FACILITY NAME:AA BEST CARE HOMESFACILITY NUMBER:
496801684
ADMINISTRATOR:AQUINO, NICANORFACILITY TYPE:
740
ADDRESS:857 HEARN AVE.TELEPHONE:
(707) 546-8413
CITY:SANTA ROSASTATE: CAZIP CODE:
95407
CAPACITY:40CENSUS: 31DATE:
09/18/2025
UNANNOUNCEDTIME BEGAN:
11:51 AM
MET WITH:Charito Santos (Administrative Assistant)TIME COMPLETED:
02:01 PM
ALLEGATION(S):
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-Staff yelled at resident in care.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Cuadra arrived unannounced to conduct a complaint investigation and delivered findings regarding the allegation listed above and met with Nick Aquino, Administrator and Charito Santos, Administrative Assistant.

The Department received an allegation of staff yelling at resident in care. Per Reporting Party, on 8/13/25, they have observed Administrative Assistant (S1) with aggressive behavior towards resident (R1) and yelling at the resident (R1) for “no reason”, when R1 was brought back to the facility following an outing with their case worker, R1 asked S1 for their medication list for an upcoming neurology appointment on 8/14/25, while R1 was making the request, S1 put them off, yelled at them and told them that they were in their "own world" and R1 became visibly distressed by putting their head down and withdrawing from the conversation. During investigation LPA reviewed records, conducted interviews and made observations at the facility, LPA conducted 10-day complaint inspection on August 28, 2025.
Continue on LIC9099C...
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Bethany Moellers
LICENSING EVALUATOR NAME: Marisol Cuadra
LICENSING EVALUATOR SIGNATURE:

DATE: 09/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/18/2025
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 21-AS-20250819085109
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405
FACILITY NAME: AA BEST CARE HOMES
FACILITY NUMBER: 496801684
VISIT DATE: 09/18/2025
NARRATIVE
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Continued from LIC9099...

LPA learned based on interviews with staff (S1) and residents (R1 & R2) confirmed supporting information that S1 raises their voice to residents in care for “no reason”; S1 revealed at times raises voice due to residents and S1’s hearing challenges resulting in S1 speaks in a louder voice. LPA’s interviews revealed S1’s intent when communicating with residents in care is not to yell; But, to ensure residents in care hear communication. Although S1 wears hearing aids for both ears, S1 showed LPA their hearing aids were kept next to them, but both ear pods were still in their case. LPA inquired about the reason why they were not wearing them and S1 could not provide a reasonable response other than “I forget to wear them most of the time”. Previously, there was an unsubstantiated complaint # 21-AS-20191127093903 raised concerns regarding the same issue and the same statements were obtained from S1. The preponderance of evidence standard has been met; therefore, the above allegation is found to be SUBSTANTIATED. California Code of Regulations, (Title 22, Division 6, Chapter 8), is cited on the attached LIC 9099D. Appeal Rights Given. The Department will review the information obtained to determine if any further action is needed.
SUPERVISORS NAME: Bethany Moellers
LICENSING EVALUATOR NAME: Marisol Cuadra
LICENSING EVALUATOR SIGNATURE:

DATE: 09/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/18/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 21-AS-20250819085109
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1450 NEOTOMAS AVENUE, STE. 100
SANTA ROSA, CA 95405

FACILITY NAME: AA BEST CARE HOMES
FACILITY NUMBER: 496801684
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 09/18/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type A
09/19/2025
Section Cited
HSC
1569.269(a)(1)
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Type A - §1569.269 Enumerated rights; severability (a) Residents of RCFE facilities for the elderly shall have all of the following rights: (1) To be accorded dignity in their personal relationships with staff, residents, and other persons. This requirement has not been met as evidence by:
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Licensee will conduct staff training ensuring all residents are always treated with dignity and respect. Licensee agrees to sign LIC9098 attesting understanding of Health and Safety Code 1569.269, Enumerated Rights by POC due date of 9/19/25.
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Based on interviews with residents and staff, the facility staff (S1) yells at residents resulting in residents keeping their heads down and withdrawing from conversations to prevent S1 from raising their voice at them, which poses an immediate risk to the health and safety of clients in care.
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Failure to correct the cited deficiency(ies), on or before the Plan of Correction (POC) due date, may result in a civil penalty assessment.
SUPERVISORS NAME: Bethany Moellers
LICENSING EVALUATOR NAME: Marisol Cuadra
LICENSING EVALUATOR SIGNATURE:

DATE: 09/18/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/18/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 3