<meta name="robots" content="noindex">
Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197608694
Report Date: 08/25/2025
Date Signed: 08/25/2025 02:00:37 PM

Substantiated


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
08/20/2025 and conducted by Evaluator Erica Mosley
COMPLAINT CONTROL NUMBER: 29-AS-20250820110652
FACILITY NAME:VILLAGE AT SHERMAN OAKS, THEFACILITY NUMBER:
197608694
ADMINISTRATOR:GRACE HARTNETTFACILITY TYPE:
740
ADDRESS:5450 VESPER AVETELEPHONE:
(818) 994-7900
CITY:SHERMAN OAKSSTATE: CAZIP CODE:
91411
CAPACITY:179CENSUS: 123DATE:
08/25/2025
UNANNOUNCEDTIME BEGAN:
09:50 AM
MET WITH:Grace Hartnett - Executive Director TIME COMPLETED:
02:10 PM
ALLEGATION(S):
1
2
3
4
5
6
7
8
9
Facility staff did not ensure residents responsible parties received written notice of rate increase.
INVESTIGATION FINDINGS:
1
2
3
4
5
6
7
8
9
10
11
12
13
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 who informed LPA that the Executive Director (ED) will not be in until 11 a.m. and stated they would called the ED to inform them of the visit. At 10:10 a.m. LPA met with Director of Assisted Living, Yamilette Caprilla and the reason for the visit was explained. Entrance interview conducted.

On 08/20/2025, the Department received a complaint regarding the following allegation, Facility staff did not ensure residents responsible parties received written notice of rate increase. During today's visit at 10:12 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 10:28 a.m. conducted a file review for Resident #1 (R1), At 10:50 a.m. and 11:00 a.m. conducted two (2) in-person interviews, with the Business Manager and Executive Director (ED), and obtained copies of pertinent documents relevant to the investigation.Report continued on LIC 9099-C PAGE 2...
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Erica Mosley
LICENSING EVALUATOR SIGNATURE:

DATE: 08/25/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/25/2025
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-20250820110652
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: VILLAGE AT SHERMAN OAKS, THE
FACILITY NUMBER: 197608694
VISIT DATE: 08/25/2025
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 2) Report continued from LIC 9099...On the allegation Facility staff did not ensure Residents Responsible Parties (RRP) received written notice of rate increase, it is the concern of the Reporting Party (RP) that R1’s RRP received a bill dated 07/23/2025 with a $500 rent increase without proper notice. To investigate this complaint, LPA Byrne contacted R1's RRP on 08/22/2025 at 10:25 a.m., on 08/25/2025 starting at 10:28 a.m. LPA Mosley conducted a file review for Resident #1 (R1) starting at 10:50 a.m. conducted two (2) in-person interviews, with the Business Manager and at 11:00 a.m. with the ED, and obtained copies of pertinent documents relevant to the investigation. Interview with R1's RRP revealed that they were out of the country and got a bill via email with an invoice reflecting an increase of $500 however never received a notice. R1's RRP stated once they got back from vacation they went in person to ask why there was an increase in August and was told by the finance manager that it was a yearly increase. R1's RRP informed the finance manager that they never got a notice. Interview with Business Manager revealed that an official notice was sent on 06/13/2025 via mail reflecting the rate change to $9,255 effective 08/12/2025 giving a 90-day notice as stated in the admission agreement. It was later noted that there was a mistake and the date was auto populated with a 60 day vs 90 day notice. Interview with the ED revealed that the rent increase notice was sent on 06/13/2025 however there must have been a glitch as they adhere to the 90 day notice per regulation. LPA reviewed facility’s Admission Agreement. Per the admission agreement, under section PART B. 6 Fees, subsection d adjustments to fees: Generally we give sixty (60) days' written notice of any change in the Monthly fee... During today’s visit, LPA clarified that, pursuant to updated Health and Safety regulation effective January 2025, on and after January 1, 2025, a licensee must provide no less than 90 days written notice for rate increases. The written notice must include the amount of the increase, the reason or reasons for the increase, and a description of the additional costs, except for an increase in the rate due to a change in the level of care of the resident (PIN 24-08-ASC page 4-5). LPA requested a revised version of facility’s admission agreement under PART B. 6 Fees, subsection d adjustments to fees: to reflect new changes. It was noted that a 60 day notice was given however a 90 notice is required per regulation. Based on information gathered during the course of the investigation, there is sufficient evidence to determine that “Facility staff did not ensure residents responsible parties received written notice of rate increase” is deemed SUBSTANTIATED at this time.

Pursuant to Title 22, California Code of Regulations and/or CA Health and Safety Code, the following deficiencies were cited (refer to LIC 9099-D.) Administrator was informed that failure to correct the deficiencies may result in civil penalties.

Exit interview conducted, appeal rights discussed, and a copy of this report and appeal rights were provided.

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

DATE: 08/25/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/25/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 29-AS-20250820110652
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: VILLAGE AT SHERMAN OAKS, THE
FACILITY NUMBER: 197608694
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 08/25/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
09/08/2025
Section Cited
HSC
1569.655
1
2
3
4
5
6
7
1569.655 (a) If a licensee of a residential care facility for the elderly increases the rates of fees for residents...the licensee shall provide no less than 90 days' prior written notice...the amount of the increase...This requirement is not met as evidenced by:
1
2
3
4
5
6
7
Executive Director will rescind letter issue to RRP and issue a new one with correct effective date and submit proof that the admission agreement section Fees has been updated to reflect 90 days instead of 60 days.
(POC cleared on site)
8
9
10
11
12
13
14
Based on interviews and record review, the licensee did not comply with the section cited above when they issued a general rate increase with less than 90 days’ notice, which posed a potential personal rights risk to residents in care.
8
9
10
11
12
13
14
1
2
3
4
5
6
7
1
2
3
4
5
6
7
1
2
3
4
5
6
7
1
2
3
4
5
6
7
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: Kasandra Lopez
LICENSING EVALUATOR NAME: Erica Mosley
LICENSING EVALUATOR SIGNATURE:

DATE: 08/25/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/25/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 3