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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306004192
Report Date: 01/29/2025
Date Signed: 01/29/2025 04:10:30 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
This is an official report of an unannounced visit/investigation of a complaint received in our office on
01/24/2025 and conducted by Evaluator Jenifer Tirre
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20250124104826
FACILITY NAME:WHITTEN HEIGHTS ASSISTED LIVING AND MEMORY CAREFACILITY NUMBER:
306004192
ADMINISTRATOR:STEVE SHENFACILITY TYPE:
740
ADDRESS:200 WEST WHITTIER BLVD.TELEPHONE:
(562) 691-1200
CITY:LA HABRASTATE: CAZIP CODE:
90631
CAPACITY:196CENSUS: 125DATE:
01/29/2025
UNANNOUNCEDTIME BEGAN:
08:48 AM
MET WITH:Chief Operating Officer Faye ShenTIME COMPLETED:
04:30 PM
ALLEGATION(S):
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Staff are not ensuring that residents have hot water
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Jenifer Tirre conducted an unannounced inspection visit to deliver findings for complaint investigation into the above allegations. LPA explained the reason for the visit with Wellness Director Angie Rentutar and Chief Operating Officer (COO) Faye Shen.
During the course of the investigation LPA toured facility, reviewed records, conducted interviews with residents & staff, made observations and requested pertinent documentation such as Notification Memos, Hot Water Temperature log, utilities log, Repair Invoice, Resident Physician’s reports, Unusual Incident Report dated 1/22/2025, Resident and Staff Rosters.
During investigation LPA conducted interviews with staff, residents and Family Member. Interviews conducted with staff revealed the following: Seven of Nine staff interviewed stated that hot water was temporarily out. Four of Nine staff confirmed that water boiler was broken and that Maintenance Director had to order parts in order to repair boiler. Staff Interviews revealed that staff notified residents of hot water being out via signs posted throughout facility common areas and elevator as well as staff making update announcements on facility PA system and front desk notifying residents that parts needed were on order.
CONTINUED 9099-C
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Jenifer Tirre
LICENSING EVALUATOR SIGNATURE:

DATE: 01/29/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/29/2025
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 2
Control Number 22-AS-20250124104826
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
FACILITY NAME: WHITTEN HEIGHTS ASSISTED LIVING AND MEMORY CARE
FACILITY NUMBER: 306004192
VISIT DATE: 01/29/2025
NARRATIVE
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Interviews conducted with residents revealed that seven out of fourteen residents stated that facility was out of hot water last week beginning January 22, 2025. Resident interviews revealed that remaining seven of fourteen residents stated they did not have any issues with water in their apartments. Seven of fourteen residents stated they were made aware of hot water issue via posted signs inside facility as well as information provided by front desk. Interview with family member revealed that facility was out of hot water for three days. Interviews with nine staff members and seven of fourteen residents have confirmed that hot water was restored as of Friday January 24, 2025.

During investigation, LPA conducted water temperature checks on each three floors and observed water temperature measured between 114.6 to 117.5 degrees Fahrenheit inside resident restrooms. Common area restrooms water temperature measured at 114.6 degrees Fahrenheit. Water Temperatures observed today are within Title 22 Regulations.

Records reviewed revealed that facility has a Hot Water Temperature Check log and notates when facility has Hot water issues. Temperature Check log revealed that on January 22, 2025 facility boiler needed to be rebuilt. Temperature Check log notated that on the following day January 23, 2025 the following was replaced: Heat exchanger, new burners, and two new blower pressure switch. An invoice reviewed from Etna Heat Transfer Products revealed that a tube bundle kit was ordered on January 22, 2025. On January 23, 2025 an additional invoice reviewed, revealed that facility replaced a burner kit, Ignitor kit and flame sensor probe kit. On January 24, 2025 an additional invoice reviewed, confirms facility ordered a Air pressure switch. Facility provided copies of posted signs notifying residents that Hot water is currently off and maintenance is addressing problem and that parts on order from January 22, 2025 1:00PM to January 23, 2025 11:28AM.

Based on Interviews conducted, and records reviewed the timeline of events of hot water temperature out due to facility ordering replacement parts for water boiler and invoices of parts ordered varies from one to three days. Although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violations did or did not occur, therefore the following allegations: Staff are not ensuring that residents have hot water is deemed UNSUBSTANTIATED.


An exit interview was conducted with Chief Operating Officer Faye Shen and a copy of this report was reviewed and provided to facility.
SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Jenifer Tirre
LICENSING EVALUATOR SIGNATURE:

DATE: 01/29/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 01/29/2025
LIC9099 (FAS) - (06/04)
Page: 2 of 2