565802462-9-23-2026-29-AS-KLOZ-DZC4MP-20261029191353

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 565802462
Report Date: 09/23/2026
Date Signed: 09/23/2026 02:47:17 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
06/16/2026 and conducted by Evaluator Trevor Byrne

COMPLAINT CONTROL NUMBER: 29-AS-20260616100219

FACILITY NAME:	SAGE MOUNTAIN SENIOR LIVING		FACILITY NUMBER:	565802462
ADMINISTRATOR:	CHRISTIAN CASTILLO		FACILITY TYPE:	740
ADDRESS:	3499 GRANDE VISTA DR		TELEPHONE:	(805) 375-0695
CITY:	THOUSAND OAKS	STATE: CA	ZIP CODE:	91320
CAPACITY:	145	CENSUS: 101	DATE:	09/23/2026
		UNANNOUNCED	TIME BEGAN:	10:29 AM
MET WITH:	Christian Castillo		TIME COMPLETED:	03:00 PM

ALLEGATION(S):

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Staff do not keep facility free from reptiles.
Resident sustained fall while in care.
Staff do not administer residents medication as prescribed.
Staff not providing a comfortable temperature for residents.

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Trevor Byrne arrived to the facility at 10:29 AM to conduct a follow-up complaint investigation visit at the facility. LPA met with facility Executive Director (ED) Christian Castillo. Entrance interview was conducted and the reason for the visit was explained.

On 06/24/2026 between 10:00 a.m. and 3:30 p.m., LPA Cortez with the ED toured the outside perimeter of the facility, LPA interviewed the ED, Health and wellness Director, two (2) staff, three (3) residents, attempted to interview a fourth resident and obtained copies of records and other pertinent documents relevant to the investigation. During today’s visit LPA Byrne conducted a brief physical plant tour, conducted a medication audit for five (5) residents, collected copies of pertinent documentation, and interviewed the ED and one (1) staff member between approximately 10:35 AM and 01:15 PM.

CONTINUED ON LIC 9099C.

Unsubstantiated

Estimated Days of Completion: 0

SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Trevor Byrne
LICENSING EVALUATOR SIGNATURE:	DATE: 09/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/23/2026

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-20260616100219

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: SAGE MOUNTAIN SENIOR LIVING	FACILITY NUMBER: 565802462
	VISIT DATE: 09/23/2026

NARRATIVE

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The allegation of “Staff do not keep facility free from reptiles.” Alleges that a rattlesnake was discovered underneath the wheelchair of an Assisted Living resident who was on the Memory Care patio exposing the resident to a potentially dangerous situation. LPAs interviewed the ED and Health and Wellness Director (HWD) who stated that on or about 06/12/2026 there was an incident at the facility in which a rattle snake was discovered near a resident who was outside on the facility patio. The ED stated that once the snake was discovered facility staff took immediate measures to protect the safety of the resident including safely moving the resident away from the snake, contacting maintenance to remove the animal, and conducting a check of the resident to ensure no injuries were sustained. The ED stated that the facility staff have been trained to deal with wildlife on the facility grounds and standard procedures include moving residents to safety, conducting a check of any involved residents, contacting facility staff or the local fire department, and removing the animal from the property. The ED stated that due to the physical location of the facility and surrounding natural features the facility has implemented preventative measures to limit surrounding wildlife from interfering with daily operations at the facility. The ED stated that the facility has contracted pest control services, including snake prevention measures, which are provided on a regular basis. The ED stated that facility staff walk the pathways surrounding the facility throughout the day to ensure no wildlife has entered the facility perimeter. Additionally, the facility participates in brush clearing operations in a 100-foot perimeter surrounding the facility. Although the incident did happen, the facility took appropriate preventative measures and reacted timely and appropriately to handle the situation in a safe manner, protecting the safety of the resident in care and as a result no deficiency is being issued under this allegation. Although the allegation may have happened or is valid there is insufficient evidence to support the allegation of “Staff do not keep facility free from reptiles.” Therefore, the allegation is deemed Unsubstantiated at this time.

The allegation of “Resident sustained fall while in care.” Alleges that a resident experienced a fall during the night shift, and staff were reportedly unaware of the incident for an undisclosed period of time and that the facility removed fall monitoring equipment from memory care rooms while transitioning to a new camera based system. Interviews with the ED and HWD revealed that night supervision of residents is dependent on their level of care and the frequency of night supervision is based on the resident’s care plan. ED stated that residents checks are conducted a minimum of three (3) times /day for assisted living residents and approximately every 2-3 hours for memory care residents. Both the ED and HWD were not aware of a resident who had sustained a fall and went an extended period of time without staff assistance.
CONTINUED ON LIC 9099C

SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Trevor Byrne
LICENSING EVALUATOR SIGNATURE:	DATE: 09/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/23/2026

LIC9099 (FAS) - (06/04)

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Control Number 29-AS-20260616100219

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: SAGE MOUNTAIN SENIOR LIVING	FACILITY NUMBER: 565802462
	VISIT DATE: 09/23/2026

NARRATIVE

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The allegation of “Staff not providing a comfortable temperature for residents.” Alleges that lunch was served outdoors on the patio during extremely hot weather conditions and due to this a resident became weak and nearly lost consciousness. LPA conducted a physical plant tour and observed both the assisted living (AL) and memory care (MC) dining rooms to have adequate seating for resident use. LPA observed patios located near the dining areas with adequate space/seating for resident use. LPAs interviewed the ED and HWD who both denied lunch ever being served outside during the June heatwave. ED and HWD were unaware of any residents suffering a heat related illness due to dining outside at that time. ED stated that lunch is sometimes served outdoors if residents prefer but staff monitor residents during hotter days to ensure residents’ safety. ED stated that residents are reminded to stay hydrated and to limit sun exposure during the hotter months. ED provided LPA with the June 2026 newsletter which contained a section warning residents about the heat and recommending precautions. Three (3) residents interviewed did not have concerns with the temperature at the facility. Although the allegation may have happened or is valid there is insufficient evidence to support the allegation of “Staff not providing a comfortable temperature for residents.” Therefore, the allegation is deemed Unsubstantiated at this time.

A copy of the report was printed and exit interview was conducted.

SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Trevor Byrne
LICENSING EVALUATOR SIGNATURE:	DATE: 09/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/23/2026

LIC9099 (FAS) - (06/04)

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Control Number 29-AS-20260616100219

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: SAGE MOUNTAIN SENIOR LIVING	FACILITY NUMBER: 565802462
	VISIT DATE: 09/23/2026

NARRATIVE

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CONTINUED FROM LIC 9099C.

The ED stated that the facility provides residents with an alert pendant and has additional alert pendants installed throughout the facility. The ED stated that the facility’s expectations are a six (6) minute response time when a button is pressed. LPA reviewed response times for May 2026 and observed an average of five (5) minute response times. LPA conducted a test of the pendant system on 09/23/2026 and observed a seven (7) minute response time. Regarding the transition to the camera fall detection system, the ED stated that the facility is transitioning to a new AI powered camera fall detection system in resident apartments. The ED stated that other fall prevention measures like fall detection mats would not be removed until the new system is installed unless the device was interfering with another intervention. LPA reviewed seven (7) incidents involving falls between May to June 2026. In all incidents reviewed, the facility appeared to appropriately respond in a timely manner to the resident’s falls and obtained appropriate medical care for the involved residents. Although the allegation may have happened or is valid there is insufficient evidence to support the allegation of “Resident sustained fall while in care.” Therefore, the allegation is deemed Unsubstantiated at this time.

The allegation of “Staff do not administer residents medication as prescribed.” Alleges that medications are frequently administered later than their scheduled administration times. On 09/23/2026 LPA Byrne conducted a medication audit for five (5) separate memory care residents. All medications reviewed appeared to be appropriately administered according to the prescribed instructions. During the medication Audit LPA observed fourteen (14) errors in logging medications including incorrect start dates, expiration dates, dates filled, prescription numbers, etc. This deficiency is addressed on a separate case management – deficiencies report as this deficiency relates to the logging of medications and not the administration of medications. LPA interviewed the ED who stated that all staff who handle resident medications receive the required annual medication trainings which covers medication administration records (MARs), the appropriate logging of medications, three (3) days of shadowing, and three (3) days of supervised medication administration in addition to continuing in-service trainings regarding medication administration. Although the allegation may have happened or is valid there is insufficient evidence to support the allegation of “Staff do not administer residents medication as prescribed.” Therefore, the allegation is deemed Unsubstantiated at this time.

CONTINUED ON LIC 9099C.

SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Trevor Byrne
LICENSING EVALUATOR SIGNATURE:	DATE: 09/23/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/23/2026

LIC9099 (FAS) - (06/04)

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