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

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198603515
Report Date: 11/21/2023
Date Signed: 11/21/2023 03:39:28 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
11/01/2023 and conducted by Evaluator Rosaura Valenzuela
COMPLAINT CONTROL NUMBER: 31-AS-20231101113303
FACILITY NAME:TOUCHING HEARTS BOARDING CAREFACILITY NUMBER:
198603515
ADMINISTRATOR:MKRTCHYAN, MARGARITAFACILITY TYPE:
740
ADDRESS:1010 LINDEN AVETELEPHONE:
(424) 216-0864
CITY:GLENDALESTATE: CAZIP CODE:
91201
CAPACITY:6CENSUS: 5DATE:
11/21/2023
UNANNOUNCEDTIME BEGAN:
10:10 AM
MET WITH:Margarita Mkrtchyan, AdministratorTIME COMPLETED:
02:11 PM
ALLEGATION(S):
1
2
3
4
5
6
7
8
9
Staff are not allowing resident to seek medical attention while in care.

Staff did not seek medical attention for resident in care in a timely manner.
INVESTIGATION FINDINGS:
1
2
3
4
5
6
7
8
9
10
11
12
13
Licensing Program Analysts (LPAs) Rosaura Valenzuela and Antonia Avizar conducted an unannounced subsequent visit to deliver the findings for the above noted allegations. LPA met with Administrator Margarita Mkrtchyan and explained the reason for the visit.

It was reported that staff are not allowing a resident to seek medical attention while in care. To investigate this allegation on 11/07/2023, between 11:05am and 12:00pm, LPA initiated staff interviews. Interviews revealed that Resident #1 (R1) developed stage 3 and 4 pressure injuries while in care. According to facility records, which were reviewed on 11/13/2023, between 3:00pm and 4:00pm, R1 had a pressure injury where tendons were visible. On November 1, 2023, R1's family called 911 requesting that R1 be immediately taken to the hospital. The administrator did not allow the ambulance to take R1 because they had arranged for a private ambulance.

Continue on 9099-C
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Naira Margaryan
LICENSING EVALUATOR NAME: Rosaura Valenzuela
LICENSING EVALUATOR SIGNATURE:

DATE: 11/21/2023
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/21/2023
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 31-AS-20231101113303
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: TOUCHING HEARTS BOARDING CARE
FACILITY NUMBER: 198603515
VISIT DATE: 11/21/2023
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 on interview and records review there is sufficient information to support this allegation. Therefore, this allegation is SUBSTANTIATED at this time.

It was alleged that staff did not seek medical attention for resident in care in a timely manner. To investigate this allegation, on 11/07/2023, between 11:05am and 12;00pm, staff interviews were initiated. Interviews revealed that R1 developed stage 3 and 4 pressure injuries while in care. On 11/13/2023, between 3:00pm and 4:00pm, LPA reviewed facility records. Records revealed that R1 was being treated by a wound care specialist nurse. The nurse told the facility that R1 had to go to the ER on Nov. 1, 2023, but the facility did not allow an ambulance arranged by R1's family to take R1 to the hospital. Instead, the Licensee arranged for a private ambulance and that ambulance took several hours to arrive. In the meantime, R1 was in pain. Their leg was red, swollen, and the tendons were visible.

Based on interviews and records review there is sufficient information to verify this allegation. Thus, this allegation is SUBSTANTIATED at this time.

Pursuant to the California Code of Regulations, Title 22, the following deficiencies were cited on 9099-D. Exit interview conducted and a copy of the report was issued.
SUPERVISORS NAME: Naira Margaryan
LICENSING EVALUATOR NAME: Rosaura Valenzuela
LICENSING EVALUATOR SIGNATURE:

DATE: 11/21/2023
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/21/2023
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 31-AS-20231101113303
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: TOUCHING HEARTS BOARDING CARE
FACILITY NUMBER: 198603515
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 11/21/2023
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type A
12/05/2023
Section Cited
CCR
87468.1(a)(16)
1
2
3
4
5
6
7
87468.1 Personal Rights of Residents in All Facilities (a) Residents in all residential care facilities for the elderly shall have the followig personal rights (16) To received medical care or other services.
This requirement was not met as evidenced by:
1
2
3
4
5
6
7
The licensee shall submit in writing by Dec. 5, 2023 to Licensing how they will ensure that residents receive medical care when they request it.
8
9
10
11
12
13
14
The Licensee did not allow an ambulance to take R1 to the hospital immediately and receive medical care. This poses an immediate health and safety risk to residents in care.
8
9
10
11
12
13
14
Type A
12/05/2023
Section Cited
CCR
87465(g)
1
2
3
4
5
6
7
87465(g) Incidental Medical and Dental Care-The telephone 9-1-1 if an injury or other circumstance has resulted in an imminent threat to a resident's health including, but not limited to, an apparent life-threathening medical crisis...
This requiement was not met as evidenced by:
1
2
3
4
5
6
7
The licensee shall submit in writing to CCLD by Dec. 5, 2023, how they will ensure that all residents in care are provided timely medical care when a medical crisis arises.
8
9
10
11
12
13
14
Based on inherviews and records review, the Licensee failed to allow the 911 ambulance to take R1 to the hospital. Instead the Licensee called a private ambulance that took several hours to arrive to take R1 to the hospital. This poses an immediate health and safety risk to residents in care.
8
9
10
11
12
13
14
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: Naira Margaryan
LICENSING EVALUATOR NAME: Rosaura Valenzuela
LICENSING EVALUATOR SIGNATURE:

DATE: 11/21/2023
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/21/2023
LIC9099 (FAS) - (06/04)
Page: 3 of 3