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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198320197
Report Date: 03/07/2025
Date Signed: 03/07/2025 03:17:26 PM

Substantiated


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
02/13/2024 and conducted by Evaluator Perry Scott
PUBLIC
COMPLAINT CONTROL NUMBER: 11-AS-20240213144456
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: 64DATE:
03/07/2025
UNANNOUNCEDTIME BEGAN:
11:46 AM
MET WITH:Luz RoseTIME COMPLETED:
03:45 PM
ALLEGATION(S):
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Staff did not accept resident back into care following hospitalization.

INVESTIGATION FINDINGS:
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**This report supersedes the previous report dated 10/25/24 to add additional information in the Complaint Investigation Report. **

On 3/7/25, at 12:00pm, the department conducted an unannounced subsequent complaint visit to add additional information in the complaint report. LPA was met by Administrator, Luz Rose, and the purpose of the visit was explained.

On 10/25/2024 the Department conducted a subsequent complaint visit to the facility to deliver findings for the allegations listed above. The Department was met by Luz Rose, Administrator, and the purpose of today’s visit was explained. The Department was granted access and allowed to enter the facility.

Complaint Investigation Report Continued On LIC9099-C
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Perry Scott
LICENSING EVALUATOR SIGNATURE:

DATE: 03/07/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/07/2025
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 11-AS-20240213144456
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: 03/07/2025
NARRATIVE
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The investigation consisted of the following: On 02/22/2024 and 03/28/2024, from 9:30am -11:00am, the department requested and received the following documents: Staff and Resident rosters, SIR reports, Physician's report, ALW appraisal, Summons for Eviction for residents, records from Southern California Hospital at Culver City, and other pertinent records associated with this complaint. The department conducted interviews with witnesses (W1-W3), residents (R1-R8) and staff (S1-S8). On 03/7/25, the department conducted interviews with (S1, S2, and S9).

Investigation Revealed the Following: Allegations #1: Staff did not accept resident back into care following hospitalization.

The details of the complaint alleged that the facility did not accept a resident back into care following their hospitalization. On 02/22/2024 and 03/28/2024, from 9:30am -11:00am, the department interviewed staff (S1-S8) and residents (R1-R8) and witnesses (W1-W3). On 3/7/25, from 12:00pm-1:00pm, the department interviewed S1, S2, and S9 regarding the allegation. 3 of 9 staff interviewed corroborated the allegation that Staff did not accept resident back into care following hospitalization. While 6 of 9 staff had no knowledge of the incident. 3 of the 9 staff that corroborated the allegation stated that the reason the resident was not admitted back to the facility was because the resident needed a higher level of care that the facility could not give. 3 of 3 witnesses interviewed corroborated the allegation Staff did not accept resident back into care following hospitalization, stating there was an issue with the resident returning to the facility.

The department interviewed residents R1-R8 about the allegation that Staff did not accept resident back into care following hospitalization. 7 of 8 residents interviewed stated they had no knowledge of the incident. Whereas 1 of 9 residents refused to be interviewed.

The department reviewed all documents received from the facility and found that the facility did not follow proper procedures according to Title 22 regulations when it comes to residents who need a higher level of care.

Based on interviews conducted and records reviewed, the preponderance of evidence standard has been met. Therefore, the above allegation Staff did not accept resident back into care following hospitalization, is found to be Substantiated. California Code of Regulations, Title 22, Division (6) and chapter (8) are being cited on the attached LIC 9099D.

Citations were issued on this visit.

Note: *Citations not cleared by the due date will have a $100 fine assessed for each citation until it is cleared. Civil penalties will continue to accrue until Proof of Corrections (POC) is cleared. If the facility plans to appeal, the plan of corrections must still be completed by the due date.

An exit interview was conducted, appeal rights were printed and discussed with Luz Rose, Administrator, and a hard copy of this Complaint Investigation Report was provided.

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Perry Scott
LICENSING EVALUATOR SIGNATURE:

DATE: 03/07/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/07/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 5
Control Number 11-AS-20240213144456
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
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 03/07/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
03/14/2025
Section Cited
CCR
87224(a)(1-5)
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87224 Eviction Procedures (a) The licensee may evict a resident for one or more of the reasons listed in Section 87224(a)(1) through (5). Thirty (30) days written notice to the resident is required except as otherwise specified in paragraph (5) ... This requirement was not met as evidence by:
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Administrator will review Title 22 regulations section 87224 and will outline a plan on how to adhere to eviction procedure and re-evaluate residents to reflect Title 22. Administrator will send copy by POC due date of 3/14/2025, to LPA Perry Scott by email at perry.scott@dss.ca.gov
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Based on interviews and analysis, the administrator did not take the appropriate reappraisal steps by documenting the re-appraisal and formerly evicting the resident. R1 was displaced at the hospital because the resident needed a higher level of care. This is a potential health and safety risk to clients 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: Janae Hammond
LICENSING EVALUATOR NAME: Perry Scott
LICENSING EVALUATOR SIGNATURE:

DATE: 03/07/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/07/2025
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
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
02/13/2024 and conducted by Evaluator Perry Scott
PUBLIC
COMPLAINT CONTROL NUMBER: 11-AS-20240213144456

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: 64DATE:
03/07/2025
UNANNOUNCEDTIME BEGAN:
11:46 AM
MET WITH:Luz RoseTIME COMPLETED:
03:45 PM
ALLEGATION(S):
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9
Staff attempted to administer resident’s medication by force.
INVESTIGATION FINDINGS:
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Allegation #2: Staff attempted to administer resident’s medication by force.

The details of the complaint alleged that the facility tried to force the resident to take their medication. On 02/22/2024 and 03/28/2024, from 9:30am -11:00am, the department interviewed staff (S1-S8), residents (R1-R8) and witnesses (W1-W3). On 3/7/25, from 12:00pm-1:00pm, the department interviewed S1, S2, and S9 regarding the allegation. 9 of 9 staff interviewed denied the allegation that Staff attempted to administer resident’s medication by force. All staff interviewed stated that it is the policy not to force residents to take their medication. They state that the residents have personal rights and if they choose not to take their medication as prescribed the facility does not force them. Further, they stated that all refusals are documented in the Medication Administration Record and their primary physician and family are notified.

Complaint Investigation Report Continued On LIC9099-C
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Perry Scott
LICENSING EVALUATOR SIGNATURE:

DATE: 03/07/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/07/2025
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 11-AS-20240213144456
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: 03/07/2025
NARRATIVE
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The department interviewed residents R1-R8 about the allegation that Staff attempted to administer resident’s medication by force. 7 of 8 residents interviewed stated that the facility does not force them to take their medication. The department reviewed all documents received from the facility and found no evidence that the facility forces residents to take their medication.

Based on interviews and observations there is insufficient evidence to support the allegation Staff attempted to administer resident’s medication by force. 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 citations were issued.

An exit interview was conducted and discussed with Luz Rose, Administrator, and a hard copy of this Complaint Investigation Report was provided.

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Perry Scott
LICENSING EVALUATOR SIGNATURE:

DATE: 03/07/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/07/2025
LIC9099 (FAS) - (06/04)
Page: 5 of 5