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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306004192
Report Date: 11/18/2025
Date Signed: 11/18/2025 04:07:53 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 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
12/11/2023 and conducted by Evaluator Andrea Mendivil
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20231211105431
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: 113DATE:
11/18/2025
UNANNOUNCEDTIME BEGAN:
08:30 AM
MET WITH:Faye Shen- COO TIME COMPLETED:
11:45 AM
ALLEGATION(S):
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9
Staff are not responding to resident's requests in a timely manner
Staff used offensive language in the presence of resident and resident's family.
INVESTIGATION FINDINGS:
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3
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5
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10
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13
On this day, Licensing Program Analyst (LPA) Andrea Mendivil made an unannounced visit to deliver complaint findings. LPA was greeted and granted entry into the facility by staff and explained the reason for the visit. Chief Operating Officer (COO) Faye Shen and Administrator Steve Shen arrived at 11:00 am

The Department recieved a complaint on 12/11/2023 and LPA Mendivil conducted the initial 10 day visit on 12/15/2023. LPA Mendivil obtained copies of pertinent documents such as physician report, needs and services plan and admission agreement and interviewed staff and residents. Regarding the allegations staff are not responding to resident's request in a timely manner, staff used offensive language in the presence of resident and resident's family, the investigation revealed the following:

It was reported that Resident 1 (R1) request are not answered in a timely manner. Per review R1 was diagnosed with Mild Cognitive Impairment based on physician's report dated 03/28/2023.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Andrea Mendivil
LICENSING EVALUATOR SIGNATURE:

DATE: 11/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/18/2025
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 4
Control Number 22-AS-20231211105431
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
FACILITY NAME: WHITTEN HEIGHTS ASSISTED LIVING AND MEMORY CARE
FACILITY NUMBER: 306004192
VISIT DATE: 11/18/2025
NARRATIVE
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It was also noted that R1 was confused but was able to follow directions and was able to communicate their needs.Per interviews with 2 out of 2 residents stated that staff are responding to their request for assistance. 3 out of 3 staff stated the calls from pendants are received at the front desk, then the front desk will notify staff of the request for assistance. Based on interviews with staff they indicated the response time is within 5 minutes or less.

It was reported on or around 12/08/2023 a staff member used profanity in front of R1 and their family. Per interviews with 2 out of 2 staff denied using profanity, Interviews with COO Faye Shen stated that staff denied using profanity but may have been loud. LPA was unable to interview R1 as they are not currently oriented to time and space as they could not answer LPA's questions.

Therefore based on the records reviewed and interviews the allegations Staff are not responding to resident's requests in a timely manner and Staff used offensive language in the presence of resident and resident's family are determined to be UNSUBSTANTIATED, meaning that although the allegation may have happened or are valid, there is not a preponderance of evidence to prove that the alleged violation occurred.
No deficiencies cited.

An exit interview was conducted and a copy of this report and confidential names list was provided.

SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Andrea Mendivil
LICENSING EVALUATOR SIGNATURE:

DATE: 11/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/18/2025
LIC9099 (FAS) - (06/04)
Page: 4 of 4
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 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
12/11/2023 and conducted by Evaluator Andrea Mendivil
COMPLAINT CONTROL NUMBER: 22-AS-20231211105431

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: 113DATE:
11/18/2025
UNANNOUNCEDTIME BEGAN:
08:30 AM
MET WITH:Faye Shen- COO TIME COMPLETED:
11:45 AM
ALLEGATION(S):
1
2
3
4
5
6
7
8
9
Facility is refusing to take resident back
Facility is overcharging resident
INVESTIGATION FINDINGS:
1
2
3
4
5
6
7
8
9
10
11
12
13
On this day, Licensing Program Analyst (LPA) Andrea Mendivil made an unannounced visit to deliver complaint findings. LPA was greeted and granted entry into the facility by staff and explained the reason for the visit.

The Department recieved a complaint on 12/11/2023 and LPA Mendivil conducted the initial 10 day visit on 12/15/2023. LPA Mendivil obtained copies of pertinent documents such as physician report, needs and services plan and admission agreement and interviewed staff and residents. Regarding the allegations, facility is refusing to take resident back and facility is overcharging resident, the investigation revealed the following:

Per review of R1's physician report dated 03/23/2023 R1 was confused but was able to follow directions and was able to communicate their needs.

Unfounded
Estimated Days of Completion:
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Andrea Mendivil
LICENSING EVALUATOR SIGNATURE:

DATE: 11/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/18/2025
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 2 of 4
Control Number 22-AS-20231211105431
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868
FACILITY NAME: WHITTEN HEIGHTS ASSISTED LIVING AND MEMORY CARE
FACILITY NUMBER: 306004192
VISIT DATE: 11/18/2025
NARRATIVE
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Per interviews with staff R1 was sent out to the hospital on 12/10/2023 due to difficulty breathing and weakness and R1 was admitted back to the facility on 12/15/2023 with updated medication. Based on interview with COO Faye stated they never denied R1 back into the facility. Per review no incident report was sent for R1's hospitalization, issue will be cited via case management dated 11/18/2025.

Per review of R1's file and based on interviews R1's care plan has not been updated on paper in the 10 years that R1 has resided in the facility. Per review of current rates and the amount R1 is paying for care at a level lower than his stated care needed.

Therefore based on records reviewed and interviews the allegations Facility is refusing to take resident back
Facility is overcharging resident are determined to be UNFOUNDED, meaning that the allegations were false, could not have happened and/or is without a reasonable basis.

An exit interview was conducted and a copy of this report and LIC 811 was provided.
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Andrea Mendivil
LICENSING EVALUATOR SIGNATURE:

DATE: 11/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/18/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 4