306004192-2-3-2026-22-AS-SSAS-DRESL3-20260218125740

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 306004192
Report Date: 02/03/2026
Date Signed: 02/03/2026 09:55:13 AM

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
04/25/2024 and conducted by Evaluator Ruth Martinez

PUBLIC

COMPLAINT CONTROL NUMBER: 22-AS-20240425142757

FACILITY NAME:	WHITTEN HEIGHTS ASSISTED LIVING AND MEMORY CARE		FACILITY NUMBER:	306004192
ADMINISTRATOR:	STEVE SHEN		FACILITY TYPE:	740
ADDRESS:	200 WEST WHITTIER BLVD.		TELEPHONE:	(562) 691-1200
CITY:	LA HABRA	STATE: CA	ZIP CODE:	90631
CAPACITY:	196	CENSUS: 122	DATE:	02/03/2026
		UNANNOUNCED	TIME BEGAN:	07:40 AM
MET WITH:	Clara Ramirez, Activities Director		TIME COMPLETED:	10:15 AM

ALLEGATION(S):

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Staff did not ensure residents personal property was safely secured
Staff do not ensure residents receive personal mail correspondance
Staff does not ensure residents room has required bedroom furniture
Staff do not ensure reporting requirements are followed
Staff do not ensure transportation arrangements are made for residents
Staff don't ensure residents rooms are cleaned in a timely manner
Staff do not ensure facility has hot water for residents in care
Staff speak inappropriately to residents in care
Staff pushed resident in care
Staff do not ensure residents are kept free from humiliation, intimidation, ridicule, coercion, threat and mental abuse while in care

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Ruth Martinez conducted an unannounced visit to the facility to conclude investigation into the above identified complaint allegations. LPA arrived at the facility and was greeted and granted entry. LPA spoke with Clara Ramirez, Activities Director and explained the purpose of the visit.

Findings are based upon this investigation which included tour of the facility, resident file review, facility file review, and interviews conducted.

It is alleged that facility did not ensure residents personal property was safely secured, specifically items in an resident (R1) bedroom. Interview with 2 of 2 staff stated that when residents move in the facility the inventory sheets is completed when residents bring their own belongings. Residents have the right to go out

Continueed on LIC9099-C

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Armando J Lucero
LICENSING EVALUATOR NAME: Ruth Martinez
LICENSING EVALUATOR SIGNATURE:	DATE: 02/03/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/03/2026

This report must be available at Child Care and Group Home facilities for public review for 3 years.

LIC9099 (FAS) - (06/04)

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Control Number 22-AS-20240425142757

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: 02/03/2026

NARRATIVE

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into the community and purchase items or family brings them items. If a resident doesn’t notify the facility staff of they new items then facility is not aware of the items. Residents’ bedrooms have a door that can be locked when they leave out of the community. Staff have not received any complaints or information that any residents had any missing items and were not aware of it. Interview with 10 of 10 residents stated that they have not had any items missing from their bedroom. When they leave to the community they lock their doors.

It is alleged that staff do not ensure residents received personal mail correspondence. Interview with 2 of 2 staffed stated that when facility received resident mail they place it in residents inbox, take it to their room if residents request it or leave at the front desk so residents can pick it up. Interview with 10 of 10 residents stated that they get their mail when it gets to the facility. They normally pick it up from the front of the facility where their mailbox is.

It is alleged that staff does not ensure residents room has required bedroom furniture. LPA Tirre on May 2, 2024, while conducting the facility visit toured the physical pant of the facility and observed various rooms throughout the facility. LPA observed that resident bedrooms had required furnishings per required regulations. Interview with 10 of 10 residents stated that they have always had furnishing in their bedrooms to beds, closet, chairs and dressers. They stated that they had no any issues with not having furnishing in their bedroom.

It is alleged that staff do not ensure reporting requirements are followed, specifically to reporting incidents involving residents. Interview with 2 of 2 staff stated that when an incident happens at the facility staff report it to management and management fills out the LIC624 unusual incident report and send it to the Department. Complaint details does not state a specific date or incident to verify is such was reported. However, LPA Martinez verified through our reporting system that there are records of the Department receiving incident report from the facility.

It is alleged that staff do not ensure that transportation arrangements are made for residents. Record review revealed that page 37 of the admissions agreements states the following for transportation: The van schedule will be posted at the front office on a daily basis. Transportation will be provided to medical appointments within a five (5) mile radius, and must be scheduled by front office personnel. Transportation to non-medical

Continued on LIC9099-C

SUPERVISORS NAME: Armando J Lucero
LICENSING EVALUATOR NAME: Ruth Martinez
LICENSING EVALUATOR SIGNATURE:	DATE: 02/03/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/03/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 4

Control Number 22-AS-20240425142757

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: 02/03/2026

NARRATIVE

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appointments or events may be provided at the discretion of front office personnel. Participation in generally scheduled transportation to events such as shopping and banking is on a first come basis and will be provided as posted. Extra fees may be charged for van transportation for (I) personal nonmedical appointments, (2) if the van is required to wait longer than fifteen (15) minutes at he destination for the resident, (3) if a community caregiver is required to escort a resident, or (4) for personal medical or non-medical transportation outside a five (5) mile radius. Should you require special transportation, other than the scheduled runs, please contact the front desk. It is requested that the facility have at least 24 hours advance notice of special transportation arrangements. Facility may coordinate transportation with other services such as senior transportation services, local transit services, ambulances, etc. Interview with 10 of 10 residents stated that when they needs transportation they look at the schedule and let the front office know that they need a ride and to where they are going. They have always been able to get transportation for their needs and never had an issue with doing so.

It is alleged that staff don’t ensure residents rooms are cleaned in a timely manner. Record review revealed that facility has a deep cleaning schedule and a housekeeping schedule. The deep cleaning schedule has each floor listed and divided by days which rooms will be cleaned throughout the week. The housekeeping schedule has what staff is assigned on what day and time. Admissions agreement page 32 states the following: Your room will be cleaned on a weekly basis. Housekeeping staff will inform you of the day that your room will be cleaned. Weekly cleaning service is complimentary for all residents and includes: making of bed, emptying trash, tidying up room and fresh towels, dusting, vacuuming, cleaning bathrooms and kitchenettes, (if you have valuable "breakables" you are asked to take them off of your furniture tops before housekeeping staff begins to dust. Special arrangements are made for cleaning carpets, walls, etc. Should you have special concerns, please feel free to contact housekeeping. Interview with 10 of 10 residents stated that their room gets cleaned all the time when it suppose to get cleaned and if they require additional services or for trash to be taken out then they call the front desk or let staff know. Then staff come to take our trash or clean room.

It is alleged that staff do not ensure facility has hot water for residents in care. LPA Tirre on May 2, 2024, conducted a tour of the physical plant of the facility and measure the hot water temperature throughout the facility. Various resident bathrooms were tested for hot water temperature and water temperature measured

Continued on LIC9099-C

SUPERVISORS NAME: Armando J Lucero
LICENSING EVALUATOR NAME: Ruth Martinez
LICENSING EVALUATOR SIGNATURE:	DATE: 02/03/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/03/2026

LIC9099 (FAS) - (06/04)

Page: 3 of 4

Control Number 22-AS-20240425142757

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: 02/03/2026

NARRATIVE

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between 118.2 -119.8 Fahrenheit degrees. Interview with 10 0f 10 residents stated that they have not had issues with not having hot water in the bathrooms.

It is alleged that staff speak inappropriately to residents in care. Interview with 10 of 10 residents stated that they have never seen staff be rude or threaten any other resident. They have seen residents being rude and disrespectful to staff. Staff is nice and speak to them with care. Interview with 2 of 2 staff stated that they have not gotten any complaints of staff observed that they were threatening or speaking inappropriate to residents.

It is alleged that staff pushed resident in care. Records review staff roster for all employees of the facility do not reflect staff (S1) in question. However, roster reflects staff (S2) in question. Interview with S2 stated that they did not have any problem with any residents and that there are times that residents are difficult with staff. S2 stated that she doesn’t know recall any staff by the name of S1. Interview with 10 of 10 residents stated that they have no seen any staff push or treat any resident badly but that they have seen residents being difficult with staff often.

It is alleged that staff do not ensure residents are kept free from humiliation, intimidation, ridicule, coercion, threat and mental abuse while in care. Interview with 2 of 2 staff stated that residents tend to have behavior when they don’t get things as they want them or how they want them. Staff try hard to keep residents happy all the time despite the challenges. Staff have not seen other staff treating residents badly or speaking to them bad. Staff stated that the required dress code at work is scrubs at all times. Interview with 10 of 10 residents have not seen staff yelling at anyone and there is residents that gets upset and yells all the time and is disruptive. Resident stated they like the staff, and they have a good relationship with them. They have not seen any of the staff be abusive to anyone, talk badly or make fun of anyone and they treat them very well. Residents stated that staff were hospital looking for clothes to work all the time.

Based on the information mentioned above, the Department is unable to ascertain if the allegations occurred as reported. Although the allegations may have happened or is valid, there is not a preponderance of evidence to prove or refute the alleged violations occurred; therefore, these allegations are deemed Unsubstantiated.
An exit interview was conducted with the facility representative and a copy of this LIC9099 report was left at facility.

SUPERVISORS NAME: Armando J Lucero
LICENSING EVALUATOR NAME: Ruth Martinez
LICENSING EVALUATOR SIGNATURE:	DATE: 02/03/2026

I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/03/2026

LIC9099 (FAS) - (06/04)

Page: 4 of 4