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

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198320197
Report Date: 03/27/2025
Date Signed: 03/27/2025 03:14:55 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 Sparkle Day
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: 64DATE:
03/27/2025
UNANNOUNCEDTIME BEGAN:
10:15 AM
MET WITH:Theresa PascualTIME COMPLETED:
03:15 PM
ALLEGATION(S):
1
2
3
4
5
6
7
8
9
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:
1
2
3
4
5
6
7
8
9
10
11
12
13
On 3/27/25 at 10:00am, Licensing Program Analyst (LPA) Sparkle Day conducted a “Subsequent” visit to ascertain additional information regarding the above-mentioned allegation(s) and for the purpose of rendering the findings. This report supersedes the report dated 3/14/2024, the purpose of this amendment is to provide clarification on the circumstance surrounding the allegations. although this report supersedes the previous report the complaint investigation findings remain the same: Unsubstantiated. LPA met with Theresa Pascual, Wellness Director who allowed entry into the facility and was later met by Administrator Luz Rose who assisted with the visit.
The investigation of this complaint consisted of the following: On 3/14/24 LPA David Espana conducted an unannounced complaint visit and met with Executive Director,Luz Rose and the following was conducted: LPA Espana conducted interviews of staff and residents. LPA Espana toured the facility and received the following documents: Staff and Resident roster, SIR reports, physician reports, ALW appraisal, Summons for eviction.
During todays visit LPA Sparkle Day toured the facility including rooms#226,224,207,206,341,340
,335,333,324 and 322. LPA interviewed staff and residents and received copy of court order for
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Sparkle Day
LICENSING EVALUATOR SIGNATURE:

DATE: 03/27/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/27/2025
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-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: 03/27/2025
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
eviction of resident #1.

Allegation #1: Staff do not keep a residents room free from mold and chemicals.

It is alleged that a resident lives in a room with mold and chemicals. On 3/27/25 at around 11:45am LPA interviewed the Administrator regarding the allegation, Administrator denied the allegation and stated there is no mold or chemicals in any of the rooms. On 3/27/25 between 12:00pm-1:30pm LPA Day interviewed 6 clients and 6 of the 6 clients denied the allegation. On 3/27/25, between 1:30 pm-2:30pm LPA interviewed 5 staff regarding the allegation. 5 of 5 staff interviewed denied the allegation. All interviewed including staff and residents were consistent in their statements that they have not seen nor smelled mold or chemicals in their rooms. On 3/27/25 during the visit LPA toured the facility and observed 10 rooms and did not observe any mold or chemicals .

Based upon this investigation, LPA finds that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegation is UNSUBSTANTIATED.

Allegation #2: Staff do not properly maintain a residents room.

It is alleged that maintenance in residents room is not properly handled . On 3/27/25 at betwenn 12:00pm - 1:30 pm LPA Day interviewed 6 clients and 6 of the 6 clients denied the allegation. On 3/27/25, between 1:30pm-2:30pm LPA interviewed 5 staff regarding the allegation. 5 of 5 staff interviewed denied the allegation. All interviewed including staff and residents were consistent in their statements that residents rooms are cleaned daily, which consists of: taking out trash, vacuum floors, making bed and cleaning bathroom .Deep cleaning is once a week, which consists of: Everything in daily cleaning plus: changing lining, cleaning windows and mirrors ,mopping floors and dusting .On 3/27/25 during the visit LPA toured the facility and observed 10 rooms and found the rooms to be cleaned and in order.

Based upon this investigation, LPA finds that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegation is UNSUBSTANTIATED

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Sparkle Day
LICENSING EVALUATOR SIGNATURE:

DATE: 03/27/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/27/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 5
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: 03/27/2025
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
Allegation #3 :Staff verbally abused a resident while in care

It is alleged that resident is being verbally abused by the entire staff including caregivers and managers. On 3/27/25 between 12:00pm - 1:30 pm LPA Day interviewed 6 clients and 6 of the 6 clients denied the allegation. Stating they have not witnessed any staff verbally abusing any resident. On 3/27/25, between 1:30 pm-2:30pm LPA interviewed 5 staff regarding the allegation. 5 of 5 staff interviewed denied the allegation and state they have not witnessed any staff being verbally abusive to any resident

Based upon this investigation, LPA finds that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegation is UNSUBSTANTIATED

Allegation #4: Staff do not seek emergency assistance for the residents

It is alleged that resident do not feel safe as the facility refuses to call 911 for anybody. On 3/27/25 at between 12:00pm - 1:30 pm LPA Day interviewed 6 clients and 6 of the 6 clients denied the allegation. On 3/27/25, between 1:30 pm -2:30 pm LPA interviewed 5 staff regarding the allegation. 5 of 5 staff interviewed denied the allegation .All interviewed including staff and residents were consistent in their statements that if emergency assistance is needed for residents the staff call immediately. On 3/27/25 during the visit LPA reviewed SIRs for the last 3 months ( January 2025 - March 2025) and found the Emergency Assistance was called (4) times.

Based upon this investigation, LPA finds that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegation is UNSUBSTANTIATED

Allegation #5: Staff abused the residents while in care

It is alleged that it was witnessed of a caregiver abusing 2 patients. On 3/27/25 between 12:00pm - 1:30 pm LPA Day interviewed 6 clients and 6 of the 6 clients denied the allegation. Stating they have not witnessed any staff abusing any residents. On 3/27/25, between 1:30 pm -2:30 pm LPA interviewed 5 staff regarding the allegation. 5 of 5 staff interviewed denied the allegation and state they have not witnessed any staff being abusive to any resident.

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Sparkle Day
LICENSING EVALUATOR SIGNATURE:

DATE: 03/27/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/27/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 5
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: 03/27/2025
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
Based upon this investigation, LPA finds that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegation is UNSUBSTANTIATED

Allegation #6: Staff did not safeguard a residents personal belongings

It is alleged that some of residents possessions were removed from their room. On 3/27/25 between 12:00pm - 1:30 pm LPA Day interviewed 6 clients and 6 of the 6 clients denied the allegation. Stating they have not had any of their personal belongings missing from their rooms. On 3/27/25, between 1:30 pm -2:30 pm LPA interviewed 5 staff regarding the allegation. 5 of 5 staff interviewed denied the allegation and state they have not heard of anything missing from a residents room

Based upon this investigation, LPA finds that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegation is UNSUBSTANTIATED

Allegation #7: Staff unlawfully evicted a resident

It is alleged that a resident was illegally evicted and possessions removed from their room. On 3/27/25 between 12:00pm - 1:30 pm LPA Day interviewed 6 clients and 6 of the 6 clients denied the allegation. Stating they have no knowledge of any residents being evicted. On 3/27/25, between 1:30 pm -2:30 pm LPA interviewed 5 staff regarding the allegation. 4 of 5 staff interviewed denied the allegation and state they had no knowledge of a resident being unlawfully evicted. The Administrator informed LPA Day that resident #1 was evicted per court order and not unlawfully. LPA Day obtained a copy of the court order and found it to be proper and within Title 22 guidelines.

Based upon this investigation, LPA finds that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegation is UNSUBSTANTIATED

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Sparkle Day
LICENSING EVALUATOR SIGNATURE:

DATE: 03/27/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/27/2025
LIC9099 (FAS) - (06/04)
Page: 4 of 5
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: 03/27/2025
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
Allegation #8: Staff refused to provide requested documentation to requesting agencies.

It is alleged that staff refuse to provide documentation needed to social security and other agencies. On 3/27/25 between 12:00pm - 1:30 pm LPA Day interviewed 6 clients and 6 of the 6 clients denied the allegation. Stating they have not encountered the staff not providing documentation to any of the Agencies that would request anything of them pertaining to any resident.. On 3/27/25, between 1:30 pm -2:30 pm LPA interviewed 5 staff regarding the allegation. 5 of 5 staff interviewed denied the allegation and state they have not witnessed any staff not providing requested documentation to any agency upon their request.

Based upon this investigation, LPA finds that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegation is UNSUBSTANTIATED

SUPERVISORS NAME: Janae Hammond
LICENSING EVALUATOR NAME: Sparkle Day
LICENSING EVALUATOR SIGNATURE:

DATE: 03/27/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/27/2025
LIC9099 (FAS) - (06/04)
Page: 5 of 5