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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197603560
Report Date: 09/05/2025
Date Signed: 09/05/2025 03:08:17 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
09/02/2025 and conducted by Evaluator Erica Mosley
COMPLAINT CONTROL NUMBER: 29-AS-20250902163808
FACILITY NAME:COURTYARD PLAZAFACILITY NUMBER:
197603560
ADMINISTRATOR:EVELINA PAPAZYANFACILITY TYPE:
740
ADDRESS:6951 LENNOX AVENUETELEPHONE:
(818) 780-5005
CITY:VAN NUYSSTATE: CAZIP CODE:
91405
CAPACITY:195CENSUS: 74DATE:
09/05/2025
UNANNOUNCEDTIME BEGAN:
09:50 AM
MET WITH:Denise Gilroy - Administrator TIME COMPLETED:
03:15 PM
ALLEGATION(S):
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Facility does not allow residents to choose their home health agency.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Erica Mosley conducted an initial 10-day complaint visit to investigate the above allegation. Upon arrival approx. at 9:50 a.m., LPA Mosley was greeted by front desk staff and Assistant Administrator, Aaron Feingold. At 10:00 a.m. LPA met with acting Administrator, Denise Gilroy and the reason for the visit was explained. Entrance interview conducted.

On 08/29/2025, the Department received a complaint regarding the following allegation, Facility does not allow residents to choose their home health agency. During today's visit at 9:50 a.m. LPA and staff briefly toured the physical plant areas inside and outside to ensure there are no immediate health and safety hazards, and facility is in compliance with Title 22 Regulations. Starting at 10:30 a.m. LPA conducted an interview with the Administrator, at 10:47 a.m. conducted a file review on eight (8) residents who are currently on home health, at 11:36 a.m. and 11:44 a.m. conducted telephonic interviews with a family member and Doctors office of a resident on home health.
Report continued on LIC 9099-C PAGE 2...
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Erica Mosley
LICENSING EVALUATOR SIGNATURE:

DATE: 09/05/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/05/2025
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 29-AS-20250902163808
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: COURTYARD PLAZA
FACILITY NUMBER: 197603560
VISIT DATE: 09/05/2025
NARRATIVE
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(PAGE 2) Report continued from LIC 9099...

Starting at 11:50 a.m. conducted four (4) in-person interviews, with residents currently on home health, attempted two (2) additional resident interviews, however residents were unavailable and out in the community at the time of the visit. At 12:32 p.m. conducted one (1) staff interview and obtained copies of pertinent documents relevant to the investigation.



On the allegation Facility does not allow residents to choose their home health agency it is the concern of the Reporting Party (RP) that the facility Administrator pressures/directs residents to sign up with a specific agency. To investigate this complaint, LPA conducted an interview with the Administrator at 10:30 a.m., at 10:47 a.m. conducted a file review on eight (8) residents who are currently on home health, at 11:36 a.m. conducted telephonic interview with a family member of a resident currently on home health at 11:44 a.m. conducted a telephonic interview with a Doctors office of a current resident on home health, at 11:50 a.m. conducted four (4) in-person interviews, with residents currently on home health, at 12:32 p.m. conducted one (1) staff interview and obtained copies of pertinent documents relevant to the investigation. Interview with the Administrator revealed that from their knowledge the residents Doctor / provider assist the residents with choosing a home health agency. The facility does not have any agreements or partnerships with any home health agencies. The residents and their families always have the option to choose their preferred home health agency. The facility has never pressured, directed or forced a resident to choose a specific home health agency. File review revealed that eight (8) residents are currently receiving home health services from a variety of different home health agencies. Interview with a family member of a resident on home health revealed that they were assisted by their physician on different home health agencies to choose from. They were not directed to choose a specific home health agency by the facility. Interview with a Doctors office of a resident on home health revealed that residents who are on home health need a referral from a medical professional based on the residents condition and needs. Once a referral is made the health care provider will suggest specific agencies based on insurance. Residents are typically provided options that are covered by their insurance, and geographic location. The choice is the residents and their family. Once the resident and family make a choice, the chosen agency assesses whether they can meet the residents needs. The choice is on the Resident and family.

Report continued on LIC 9099-C PAGE 3...

SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Erica Mosley
LICENSING EVALUATOR SIGNATURE:

DATE: 09/05/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/05/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 29-AS-20250902163808
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: COURTYARD PLAZA
FACILITY NUMBER: 197603560
VISIT DATE: 09/05/2025
NARRATIVE
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(PAGE 3) Report continued from LIC 9099-C PAGE 2...

Resident interviews revealed that they are assisted by their physician / provider with choosing a home health agency . The facility has never pressured, directed or forced them to choose a specific home health agency. Interview with staff revealed that the facility currently has four (4) different home health agencies providing services to their residents. The agencies are referred to the residents by their physician. From their knowledge the facility does not have any agreements or partnerships with any home health agencies. The residents and their families always have the option to choose their preferred home health agency. The facility has never pressured, directed or forced a resident to choose a specific home health agency. Although the allegation may have happened or is valid, there is insufficient evidence to prove the alleged violation did or did not occur. Therefore, the allegation of Facility does not allow residents to choose their home health agency is deemed unsubstantiated at this time.

Exit interview conducted. A copy of the report provided.

SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Erica Mosley
LICENSING EVALUATOR SIGNATURE:

DATE: 09/05/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/05/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 3