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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197604989
Report Date: 11/12/2025
Date Signed: 11/12/2025 01:21:53 PM

Substantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.RO, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364
This is an official report of an unannounced visit/investigation of a complaint received in our office on
11/06/2025 and conducted by Evaluator Angelica Segovia
PUBLIC
COMPLAINT CONTROL NUMBER: 31-AS-20251106095711
FACILITY NAME:DURANDO HOME IIFACILITY NUMBER:
197604989
ADMINISTRATOR:JAMES DURANDOFACILITY TYPE:
740
ADDRESS:38757 37TH STREET EASTTELEPHONE:
(661) 266-0551
CITY:PALMDALESTATE: CAZIP CODE:
93552
CAPACITY:4CENSUS: 4DATE:
11/12/2025
UNANNOUNCEDTIME BEGAN:
09:40 AM
MET WITH:James Durando- AdministratorTIME COMPLETED:
01:40 PM
ALLEGATION(S):
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Staff are not meeting residents’ health needs.
INVESTIGATION FINDINGS:
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On 11/12/2025 at approximately, 9:40 AM, Licensing Program Analyst (LPA), Angelica Segovia conducted an unannounced initial complaint visit to the facility to investigate the above allegation(s). LPA was greeted by staff and stated the reason for their visit. Administrator, James Durando along with facility’s manager, Nancy Magallanes arrived shortly after to assist with today’s meeting.

At 09:45 AM, LPA requested census, resident and staff roster. At approximately 10:00 AM, LPA conducted a physical plant tour, to ensure the health and safety of the residents. At 11:00 AM, LPA requested pertinent documentation pertaining to the investigation such as but not limited to: Admission Agreement, Needs and Services and Physician’s Report. In between 11:30 AM – 1:30 PM, LPA attempted interviews with four (4) residents (R1-R4), eight (8) staff members (S1-S8) and conducted record review.

(continue to LIC 9099-C)
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Troy Agard
LICENSING EVALUATOR NAME: Angelica Segovia
LICENSING EVALUATOR SIGNATURE:

DATE: 11/12/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/12/2025
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 5
Control Number 31-AS-20251106095711
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.RO, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364
FACILITY NAME: DURANDO HOME II
FACILITY NUMBER: 197604989
VISIT DATE: 11/12/2025
NARRATIVE
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Regarding the allegation: Staff are not meeting residents’ health needs. It was alleged that residents are not receiving their health and dental needs as needed. To investigate the allegation, LPA attempted to interview four (4) residents and eight (8) staff members. LPA’s interview with R1 revealed that they have been requesting their dental appointment due to their teeth hurting. R1 stated that S1 and S2 have told them that they are in the process of working out the insurance to be able to book an appointment. LPA attempted to interview R2, R3 and R4 but due to their inability to communicate due to various medical reasons, LPA terminated the interviews. LPA’s interview with four (4) of the eight (8) staff members confirmed that R1 has been requesting to go to the dentist. LPA’s interview with both S1 and S2 revealed that R1 has not gone to the dentist due to R1’s dental insurance needing to be changed over to Medical. LPA questioned if there are documentation showcasing the process of switching R1’s dental insurance over to Medical where both S1 and S2 could not provide. LPA’s record review revealed that three (3) of the four (4) residents were missing their updated medical assessment since February of 2025. LPA’s interview with S2 revealed that the physician who oversees all four (4) residents would not complete their updated medical assessment until later this year (November 2025). When questioned if there was any documentation of all four (4) residents’ dental visits within the last two (2) years, both S1 and S2 could not provide documentation.

Based on interviews and record review, staff have not ensured that residents are receiving their medical appointments as needed, therefore the allegation is SUBSTANTIATED at this time.

Citation issued, please refer to 9099-D.

No other immediate health and safety hazards observed during the time of the visit.

Exit interview conducted, Appeal Rights given, and a copy of this report was provided to the Administrator.

SUPERVISORS NAME: Troy Agard
LICENSING EVALUATOR NAME: Angelica Segovia
LICENSING EVALUATOR SIGNATURE:

DATE: 11/12/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/12/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 5
Control Number 31-AS-20251106095711
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.RO, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364

FACILITY NAME: DURANDO HOME II
FACILITY NUMBER: 197604989
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 11/12/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
12/03/2025
Section Cited
CCR
87465(a)(1)
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87465 Incidental Medical and Dental Care.(a) ...routine medical and dental care and provide for assistance in obtaining such care... (1)The licensee shall arrange, or assist in arranging, for medical and dental care...
This requirement is not met as evidenced by:
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The licensee will review the regulation and email LPA Segovia a statment of understanding including documentation confirming the process of updating R1's dental insurance by POC due date.
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Based on interviews and Record review the licensee did not ensure that four of the four residents received their health appointments as needed which poses/posed a potential health, safety or personal rights risk to persons 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: Troy Agard
LICENSING EVALUATOR NAME: Angelica Segovia
LICENSING EVALUATOR SIGNATURE:

DATE: 11/12/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/12/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 5
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.RO, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364
This is an official report of an unannounced visit/investigation of a complaint received in our office on
11/06/2025 and conducted by Evaluator Angelica Segovia
PUBLIC
COMPLAINT CONTROL NUMBER: 31-AS-20251106095711

FACILITY NAME:DURANDO HOME IIFACILITY NUMBER:
197604989
ADMINISTRATOR:JAMES DURANDOFACILITY TYPE:
740
ADDRESS:38757 37TH STREET EASTTELEPHONE:
(661) 266-0551
CITY:PALMDALESTATE: CAZIP CODE:
93552
CAPACITY:4CENSUS: 4DATE:
11/12/2025
UNANNOUNCEDTIME BEGAN:
09:40 AM
MET WITH:James Durando- AdministratorTIME COMPLETED:
01:40 PM
ALLEGATION(S):
1
2
3
4
5
6
7
8
9
Staff are not treating residents with dignity and respect.
INVESTIGATION FINDINGS:
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On 11/12/2025 at approximately, 9:40 AM, Licensing Program Analyst (LPA), Angelica Segovia conducted an unannounced initial complaint visit to the facility to investigate the above allegation(s). LPA was greeted by staff and stated the reason for their visit. Administrator, James Durando along with facility’s manager, Nancy Magallanes arrived shortly after to assist with today’s meeting.

At 09:45 AM, LPA requested census, resident, and staff roster. At approximately 10:00 AM, LPA conducted a physical plant tour, to ensure the health and safety of the residents. At 11:00 AM, LPA requested pertinent documentation pertaining to the investigation such as but not limited to: Admission Agreement, Needs and Services and Physician’s Report. In between 11:30 AM – 2:30 PM, LPA attempted interviews with four (4) residents (R1-R4), eight (8) staff members (S1-S8) and conducted record review.

(LIC 9099-C)
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Troy Agard
LICENSING EVALUATOR NAME: Angelica Segovia
LICENSING EVALUATOR SIGNATURE:

DATE: 11/12/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/12/2025
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 4 of 5
Control Number 31-AS-20251106095711
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS S.RO, 21731 VENTURA BLVD., STE. 250
WOODLAND HILLS, CA 91364
FACILITY NAME: DURANDO HOME II
FACILITY NUMBER: 197604989
VISIT DATE: 11/12/2025
NARRATIVE
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Regarding the allegation: Staff are not treating residents with dignity and respect. It was alleged that staff members are not speaking to residents in an appropriate manner and ignoring them. To investigate the allegation, LPA attempted interviews with four (4) residents and eight (8) staff members. LPA’s interview with R1 revealed that staff raise their voices towards them but do not yell. LPA attempted to interview R2, R3 and R4 but due to their inability to communicate due to various medical reasons, LPA terminated the interviews. LPA’s interviews with six (6) of the eight (8) staff members stated that they have not nor witnessed any staff members being disrespectful towards any of the residents.

Based on interviews, there is not enough information to verify the allegation. Therefore, the allegation is UNSUBSTANTIATED at this time.

No other immediate health and safety hazards observed during the time of the visit.

Exit interview conducted and a copy of this report was provided to the Administrator.

SUPERVISORS NAME: Troy Agard
LICENSING EVALUATOR NAME: Angelica Segovia
LICENSING EVALUATOR SIGNATURE:

DATE: 11/12/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/12/2025
LIC9099 (FAS) - (06/04)
Page: 5 of 5