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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306005211
Report Date: 05/06/2024
Date Signed: 05/06/2024 12:55:42 PM

Substantiated


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
03/29/2024 and conducted by Evaluator Sean Haddad
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20240329153408
FACILITY NAME:ARDENT CAREFACILITY NUMBER:
306005211
ADMINISTRATOR:MELINDA FLORESFACILITY TYPE:
740
ADDRESS:1665 SOUTH BROOKHURST STREETTELEPHONE:
(714) 991-0991
CITY:ANAHEIMSTATE: CAZIP CODE:
92804
CAPACITY:27CENSUS: 24DATE:
05/06/2024
UNANNOUNCEDTIME BEGAN:
11:45 AM
MET WITH:Melinda FloresTIME COMPLETED:
01:10 PM
ALLEGATION(S):
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Facility did not ensure residents are not being overcharged
INVESTIGATION FINDINGS:
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This unannounced inspection is being conducted by Licensing Program Analyst (LPA) Sean Haddad for the purpose of delivering findings for the investigation into the above identified complaint allegation. LPA met with Administrator (AD) Melinda Flores and explained the reason for today’s inspection.
The investigation into the allegation that the facility did not ensure residents are not being overcharged revealed the following: During the course of the investigation, LPA inspected the facility, interviewed AD, staff, and witnesses, and obtained and reviewed copies of the resident roster, staff roster, the facility’s brochure, Resident #1’s (R1) Appraisal dated July 1, 2020, R1’s Individual Service Plan dated May 11, 2020, R1’s Admission Agreement dated July 2, 2020, and the facility’s Plan of Operation.
Regarding the allegation that the facility did not ensure residents are not being overcharged: it was alleged that residents whose incontinence supplies are covered by insurance are now being charged by the facility for incontinence supplies. LPA interviewed AD who reported that residents’ incontinence supplies are provided either by vendors who charge insurance or by the facility itself and if the facility provides the supplies there is an additional monthly charge in addition to the rate for basic services.
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Armando J Lucero
LICENSING EVALUATOR NAME: Sean Haddad
LICENSING EVALUATOR SIGNATURE:

DATE: 05/06/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/06/2024
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 22-AS-20240329153408
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: ARDENT CARE
FACILITY NUMBER: 306005211
VISIT DATE: 05/06/2024
NARRATIVE
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LPA reviewed the facility’s brochure which indicates the additional charge for incontinence supplies is currently $450 per month. Staff interviewed reported that there have been issues with incontinence supplies for R1. Per AD, R1 was getting incontinence supplies from a vendor, but there was an issue with R1’s insurance and between October 2023 and February 2024 the facility did not receive incontinence supplies for R1. Because R1 still needed incontinence care, facility staff began using the facility’s incontinence supplies, but AD was not made aware of this change by staff for about two months. R1’s family was charged the additional monthly charge for this five-month period and R1 is back to receiving incontinence supplies from a new vendor. LPA interviewed R1’s family who stated they had had not been made aware that the vendor had stopped delivering R1’s incontinence supplies and that the facility had begun using its own supplies until February 20, 2024 when the facility sent them the invoice for February 2024 via email. Information obtained was conflicting regarding whether the original vendor was coordinated by R1’s family or the facility, the number of months for which the additional charge for incontinence supplies was demanded, and whether the facility attempted to charge late fees for back-owed fees. AD and the licensee corroborated that the facility first notified R1’s family on February 20, 2024 that R1 had begun using the facility’s incontinence supplies and they would be charged an additional fee. LPA reviewed R1’s Appraisal dated July 1, 2020 and R1’s Individual Service Plan dated May 11, 2020 which indicate R1 needs assistance with toileting and incontinence care and interviews revealed that since entering the facility R1 received incontinence supplies from a vendor. However, in October 2023 the situation changed and R1 began needing to use the facility’s incontinence supplies. The facility did not properly notify R1’s family of this change in care and services provided by the facility or that R1’s family would have to pay an additional charge because no notice was provided until February 20, 2024. Regarding late fees, LPA reviewed R1’s Admission Agreement dated July 2, 2020 which states Invoices are … due by the 10th of each month” and “Late fees will occur after the 10th,” but does not specify how the late fee is calculated. However, LPA reviewed the facility’s Plan of Operation, which includes the facility’s approved admission agreement which does not include the language regarding late fees, meaning the facility cannot charge a late fee
During the course of the investigation, the Department obtained sufficient evidence to substantiate the allegation mentioned above. The preponderance of evidence standard has been met; therefore, the above allegation is Substantiated. See LIC9099D for cited deficiencies per Title 22 Division 6 of the California Code of Regulations. An exit interview was conducted and a copy of this report and appeal rights was discussed with and provided to facility representative.
SUPERVISORS NAME: Armando J Lucero
LICENSING EVALUATOR NAME: Sean Haddad
LICENSING EVALUATOR SIGNATURE:

DATE: 05/06/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/06/2024
LIC9099 (FAS) - (06/04)
Page: 2 of 5
Control Number 22-AS-20240329153408
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: ARDENT CARE
FACILITY NUMBER: 306005211
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 05/06/2024
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type B
06/03/2024
Section Cited
CCR
87507(g)(4)(B)
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87507 Admission Agreements … (g) … (4) … (B) The conditions under which a licensee may increase or change rates shall be specified in the admission agreement, pursuant to Health and Safety Code sections 1569.655 and 1569.657… This requirement was not met as evidenced by:
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Licensee stated they will refund or waive any charges for incontinence supplies for R1 incurred prior to February 16, 2024 as well as any late fees and will submit proof to LPA by POC due date.
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Based on interviews and documents, the licensee did not provide notice of a rate increase based on a change in the level of care of R1 within 2 business days after initially providing services at the new level of care, which poses a potential personal rights risk to persons in care.
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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: Armando J Lucero
LICENSING EVALUATOR NAME: Sean Haddad
LICENSING EVALUATOR SIGNATURE:

DATE: 05/06/2024
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/06/2024
LIC9099 (FAS) - (06/04)
Page: 3 of 5
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
03/29/2024 and conducted by Evaluator Sean Haddad
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20240329153408

FACILITY NAME:ARDENT CAREFACILITY NUMBER:
306005211
ADMINISTRATOR:MELINDA FLORESFACILITY TYPE:
740
ADDRESS:1665 SOUTH BROOKHURST STREETTELEPHONE:
(714) 991-0991
CITY:ANAHEIMSTATE: CAZIP CODE:
92804
CAPACITY:27CENSUS: 24DATE:
05/06/2024
UNANNOUNCEDTIME BEGAN:
11:45 AM
MET WITH:Melinda FloresTIME COMPLETED:
01:10 PM
ALLEGATION(S):
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Administrator is not on the premises a sufficient number of hours to adequately manage the facility
INVESTIGATION FINDINGS:
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This unannounced inspection is being conducted by Licensing Program Analyst (LPA) Sean Haddad for the purpose of delivering findings for the investigation into the above identified complaint allegation. LPA met with Administrator (AD) Melinda Flores and explained the reason for today’s inspection.

The investigation into the allegation that the administrator is not on the premises a sufficient number of hours to adequately manage the facility revealed the following: During the course of the investigation, LPA inspected the facility, interviewed AD, staff, and witnesses, and obtained and reviewed copies of the resident roster and staff roster.

CONTINUED
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Armando J Lucero
LICENSING EVALUATOR NAME: Sean Haddad
LICENSING EVALUATOR SIGNATURE:

DATE: 05/06/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/06/2024
This report must be available at Child Care and Group Home facilities for public review for 3 years.
LIC9099 (FAS) - (06/04)
Page: 4 of 5
Control Number 22-AS-20240329153408
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: ARDENT CARE
FACILITY NUMBER: 306005211
VISIT DATE: 05/06/2024
NARRATIVE
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Regarding the allegation that the administrator is not on the premises a sufficient number of hours to adequately manage the facility: it was alleged that AD is not at the facility and will not be at the facility until the third week of April 2024. LPA interviewed staff who corroborated that AD has been on leave from work due to medical issues since last week and the leave is expected to continue for a few more weeks, but stated that AD is reachable by phone. LPA interviewed AD via telephone who stated that they are currently on medical leave, but they still go to the facility twice a week, they manage the facility from home while recovering and are available by phone, the licensee is also available to be present at the facility, and the medication technicians are in charge while AD is not present at the facility. LPA confirmed during the inspection that, while AD was not physically present, AD is reachable by phone and knowledgeable about the situation at the facility. LPA observed the facility to be clean and organized and observed no health and safety issues, the residents were in good health and good spirits, the staff were responsive to the residents, and the medication technicians were knowledgeable and responsive to residents, pharmacies, and visiting medical professionals to coordinate resident care. Apart from the fact that AD is on medical leave, witness interviews did not reveal information that the facility is not being properly managed or that residents are not receiving proper care and supervision. While AD is temporarily unable to be present at the facility as often as usual, the facility is adequately managed by AD remotely and in-person and by the medication technicians while AD is not present.

Based on the information gathered during the investigation and review of all documents obtained, the Department is unable to ascertain if the above allegation occurred as reported. Although the allegation may have happened or is valid, there is not a preponderance of evidence to prove or refute the alleged violation occurred; therefore, this allegation is deemed Unsubstantiated. An exit interview was conducted and a copy of this report was discussed with and provided to facility representative.
SUPERVISORS NAME: Armando J Lucero
LICENSING EVALUATOR NAME: Sean Haddad
LICENSING EVALUATOR SIGNATURE:

DATE: 05/06/2024
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/06/2024
LIC9099 (FAS) - (06/04)
Page: 5 of 5