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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198320197
Report Date: 03/14/2024
Date Signed: 09/30/2024 04:16:57 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/11/2024 and conducted by Evaluator David Espana
PUBLIC
COMPLAINT CONTROL NUMBER: 11-AS-20240311144357
FACILITY NAME:PLAZA AT WESTWOOD, THEFACILITY NUMBER:
198320197
ADMINISTRATOR:VIRGINIA ZENTENOFACILITY TYPE:
740
ADDRESS:2228 WESTWOOD BLVDTELEPHONE:
(323) 217-7877
CITY:LOS ANGELESSTATE: CAZIP CODE:
90064
CAPACITY:136CENSUS: 62DATE:
03/14/2024
UNANNOUNCEDTIME BEGAN:
08:00 AM
MET WITH:Executive Director, Luz RoseTIME COMPLETED:
04:45 PM
ALLEGATION(S):
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Staff do not keep a resident's room free from mold and chemicals
Staff do not properly maintain a resident's room
Staff verbally abused a resident while in care
Staff do not seek emergency assistance for the residents
Staff abused the residents while in care
Staff did not safeguard a resident's personal belongings
Staff unlawfully evicted a resident
Staff refused to provide requested documentation to requesting agencies
INVESTIGATION FINDINGS:
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** This report serves as an amendment to clarify findings. It does not supersede the complaint investigation findings reflected on report created 03/14/2024. **
On 03/14/2024 at 8:00 am Licensing Program Analyst (LPA) David España conducted an unannounced complaint subsequent visit to Plaza at Westwood to initiate investigation for the above-mentioned complaint allegations and was greeted by Executive Director, Luz Rose. LPA explained the purpose of this visit is to gather information and conduct interviews with staff for the allegations mentioned above.
The investigation consisted of the following: LPA Espana conducted interviews with residents and staff. LPA Espana requested and received the following: Staff and Resident roster, SIR reports, physician's report, ALW appraisal, Summons for Eviction and other pertinent records associated with this complaint where gathered. A tour of the facility was conducted on 03/13/2024 and 03/14/2024.

Continue LIC9099C on next page


Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: David Espana
LICENSING EVALUATOR SIGNATURE:

DATE: 03/14/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/14/2024
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 12
Control Number 11-AS-20240311144357
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: PLAZA AT WESTWOOD, THE
FACILITY NUMBER: 198320197
VISIT DATE: 03/14/2024
NARRATIVE
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Allegation: Staff did not safeguard a resident's personal belongings.

On 03/13/2024 LPA España interviewed the Administrator who stated that they are aware of residents' personal rights and confirmed that no personal belongings are missing. They also stated that staff are not stealing residents' belongings. LPA España interviewed 6 residents, of those interviewed 6 out of 6 stated they were aware of their personal rights and reported no missing belongings or theft by staff. LPA España interviewed 6 staff members, of those interviewed, 6 out of 6 who confirmed their awareness of residents' rights and denied any involvement in theft.
Based on interviews and observations there is insufficient evidence to support the allegation: Staff did not safeguard a resident's personal belongings. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is Unsubstantiated
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: David Espana
LICENSING EVALUATOR SIGNATURE:

DATE: 03/14/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/14/2024
LIC9099 (FAS) - (06/04)
Page: 2 of 12
Control Number 11-AS-20240311144357
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: PLAZA AT WESTWOOD, THE
FACILITY NUMBER: 198320197
VISIT DATE: 03/14/2024
NARRATIVE
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Allegation: Staff abused the residents while in care.

On 03/13/2024 LPA España interviewed 6 staff members of those interviewed 6 out of 6 denied the above allegation and reported being unaware of any resident being physically abused while in care. LPA España interviewed 6 residents of those interviewed, 6 out of 6 denied the allegation. LPA conducted a file review and there were no incident reports on file for the above allegation staff abused residents while in care.
Based on interviews and observations there is insufficient evidence to support the allegation: Staff abused the residents while in care. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is Unsubstantiated.
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: David Espana
LICENSING EVALUATOR SIGNATURE:

DATE: 03/14/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/14/2024
LIC9099 (FAS) - (06/04)
Page: 3 of 12
Control Number 11-AS-20240311144357
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: PLAZA AT WESTWOOD, THE
FACILITY NUMBER: 198320197
VISIT DATE: 03/14/2024
NARRATIVE
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Allegation: Staff do not properly maintain a resident's room.

On 03/13/2024, LPA España interviewed the Administrator and confirmed that maintenance oversees the housecleaning schedule, which includes daily cleaning of residents' bedrooms, except when refused. The facility employs 3 housekeepers and plans to hire more. LPA Espana interviewed 6 staff members regarding the allegation. All 6 stated housekeeping services where available to residents daily. LPA Espana interviewed 6 residents, who all indicated that housekeeping is available on weekdays and weekends.
Based on interviews and observations there is insufficient evidence to support the allegation: Staff do not properly maintain a resident's room. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is Unsubstantiated.
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: David Espana
LICENSING EVALUATOR SIGNATURE:

DATE: 03/14/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/14/2024
LIC9099 (FAS) - (06/04)
Page: 4 of 12
Control Number 11-AS-20240311144357
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: PLAZA AT WESTWOOD, THE
FACILITY NUMBER: 198320197
VISIT DATE: 03/14/2024
NARRATIVE
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 The investigation revealed the following:

Allegation: Staff do not keep a resident's room free from mold and chemicals.


On 03/13/2024, LPA España inspected the facility's grounds. LPA Espana toured 10 rooms and did not find any mold or chemicals present. The Executive Director, Luz Rose, stated there were no mold or chemicals present. LPA España interviewed 6 staff members and 6 residents of those interviewed, all stated they had no issues with mold or chemicals. Both the 6 staff and the 6 residents disagreed with the allegation, consistently stating that there were no problems with mold or chemicals in the facility.

Based on interviews and observations there is insufficient evidence to support the allegation: Staff do not keep a resident's room free from mold and chemicals. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is Unsubstantiated.
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: David Espana
LICENSING EVALUATOR SIGNATURE:

DATE: 03/14/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/14/2024
LIC9099 (FAS) - (06/04)
Page: 5 of 12
Control Number 11-AS-20240311144357
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: PLAZA AT WESTWOOD, THE
FACILITY NUMBER: 198320197
VISIT DATE: 03/14/2024
NARRATIVE
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Allegation: Staff do not seek emergency assistance for the residents.

On 03/13/2024 LPA Espana interviewed Executive Director, Luz Rose, who explained that staff immediately call EMS and document incidents in SIRs when emergency assistance is needed. The facility contacts relevant parties, such as the resident's physician and family. A pull cord system alerts staff when a resident requires immediate help, and caregivers check on residents every two hours. On 3/13/2024 LPA España interviewed 6 staff members of those interviewed, 6 confirmed that the facility promptly calls EMS and provides necessary medical care. LPA España interviewed 6 residents of those interviewed, 6 stated that they feel confident in the facility's prompt response to emergencies.
Based on interviews and observations there is insufficient evidence to support the allegation: Staff do not seek emergency assistance for the residents. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is Unsubstantiated.
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: David Espana
LICENSING EVALUATOR SIGNATURE:

DATE: 03/14/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/14/2024
LIC9099 (FAS) - (06/04)
Page: 6 of 12
Control Number 11-AS-20240311144357
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: PLAZA AT WESTWOOD, THE
FACILITY NUMBER: 198320197
VISIT DATE: 03/14/2024
NARRATIVE
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Allegation: Staff verbally abused a resident while in care.

On 03/13/2024 LPA España interviewed 6 of those interviewed, all 6 staff members reported no incidents of abuse in 2024, with any aggressive acts documented in Unusual Incident Reports. LPA España interviewed 6 staff of those interviewed 6 stated that any mistreatment is immediately reported to relevant authorities.
LPA España interviewed 6 residents of those interviewed, 6 revealed no concerns or experiences of verbal abuse, and they believed the allegation lacked merit. LPA España 6 residents, of those interviewed, 6 denied witnessing or being involved in any abuse incidents.
Based on interviews and observations there is insufficient evidence to support the allegation: Staff verbally abused a resident while in care. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is Unsubstantiated.

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: David Espana
LICENSING EVALUATOR SIGNATURE:

DATE: 03/14/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/14/2024
LIC9099 (FAS) - (06/04)
Page: 7 of 12
Control Number 11-AS-20240311144357
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: PLAZA AT WESTWOOD, THE
FACILITY NUMBER: 198320197
VISIT DATE: 03/14/2024
NARRATIVE
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Allegation: Staff unlawfully evicted a resident.

On 03/13/2024, LPA España interviewed Administrator who explained that evictions occur only for reasons such as unpaid rent, not taking medications, or multiple incidents with documented warnings. They noted that the last eviction notice was given in 2023, and that resident still resides at the facility. LPA España interviewed 6 staff members of those interviewed, all 6 stated no awareness of any unlawful evictions. LPA Espana interviewed 6 residents of those interviewed, all 6 stated no awareness of any unlawful evictions.
Based on interviews and observations there is insufficient evidence to support the allegation: Staff unlawfully evicted a resident. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is Unsubstantiated.
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: David Espana
LICENSING EVALUATOR SIGNATURE:

DATE: 03/14/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/14/2024
LIC9099 (FAS) - (06/04)
Page: 8 of 12
Control Number 11-AS-20240311144357
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: PLAZA AT WESTWOOD, THE
FACILITY NUMBER: 198320197
VISIT DATE: 03/14/2024
NARRATIVE
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THIS PAGE IS INTENTIONALLY LEFT BLANK
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: David Espana
LICENSING EVALUATOR SIGNATURE:

DATE: 03/14/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/14/2024
LIC9099 (FAS) - (06/04)
Page: 9 of 12
Control Number 11-AS-20240311144357
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: PLAZA AT WESTWOOD, THE
FACILITY NUMBER: 198320197
VISIT DATE: 03/14/2024
NARRATIVE
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THIS PAGE IS INTENTIONALLY LEFT BLANK
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: David Espana
LICENSING EVALUATOR SIGNATURE:

DATE: 03/14/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/14/2024
LIC9099 (FAS) - (06/04)
Page: 10 of 12
Control Number 11-AS-20240311144357
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: PLAZA AT WESTWOOD, THE
FACILITY NUMBER: 198320197
VISIT DATE: 03/14/2024
NARRATIVE
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Allegation: Staff refused to provide requested documentation to requesting agencies

On 03/13/2024 LPA España interviewed 6 staff of those interviewed, 6 staff revealed no awareness of such incidents, and 6 staff believed management addresses all requests. LPA interviewed 6 residents of those interviewed, 6 stated they had no awareness of such incidents, and 6 residents believed management addresses all requests. A file review found no incident reports supporting the allegation.


Based on interviews and observations there is insufficient evidence to support the allegation: Staff refused to provide requested documentation to requesting agencies. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore the allegation is Unsubstantiated.

No were no deficiencies cited on today's visit.



An exit interview with Luz Rose Executive Director and a copy of this report provided.
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: David Espana
LICENSING EVALUATOR SIGNATURE:

DATE: 03/14/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/14/2024
LIC9099 (FAS) - (06/04)
Page: 11 of 12
Control Number 11-AS-20240311144357
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: PLAZA AT WESTWOOD, THE
FACILITY NUMBER: 198320197
VISIT DATE: 03/14/2024
NARRATIVE
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THIS PAGE IS INTENTIONALLY LEFT BLANK
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: David Espana
LICENSING EVALUATOR SIGNATURE:

DATE: 03/14/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/14/2024
LIC9099 (FAS) - (06/04)
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