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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306006195
Report Date: 08/18/2025
Date Signed: 08/18/2025 05:48:13 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
05/21/2025 and conducted by Evaluator Michael Tea
COMPLAINT CONTROL NUMBER: 22-AS-20250521082740
FACILITY NAME:WESTMINSTER TERRACEFACILITY NUMBER:
306006195
ADMINISTRATOR:CRISTINA MILLERFACILITY TYPE:
740
ADDRESS:7571 WESTMINSTER BLVDTELEPHONE:
(714) 891-6608
CITY:WESTMINSTERSTATE: CAZIP CODE:
92683
CAPACITY:152CENSUS: 109DATE:
08/18/2025
UNANNOUNCEDTIME BEGAN:
01:00 PM
MET WITH:Carmen GaliciaTIME COMPLETED:
05:00 PM
ALLEGATION(S):
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- Staff did not provide adequate medication assistance to resdient in care
- Staff did not attend to resident's call in a timely manner
- Staff did not safeguard resident's personal belongings
INVESTIGATION FINDINGS:
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On this day, Licensing Program Analyst (LPA) Michael Tea made an unannounced visit to conclude and deliver findings for a complaint investigation. LPA Tea was greeted and granted entry by facility staff and explained the reason for the visit. Executive Director (ED) Carmen Galicia arrived shortly to assist with the visit.

The Department received a complaint on May 21, 2025, and LPA Tea conducted the initial 10-day visit the following week on May 30, 2025. LPA Tea spoke to residents and facility staff and reviewed and collected pertinent documents and information.

It was alleged that staff did not provide adequate medication assistance to residents in care. It was alleged that a resident did not receive their medication on time, specifically a purple steroid pill. The

(Complaint Report continued on LIC9099-C)
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:

DATE: 08/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/18/2025
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 5
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
05/21/2025 and conducted by Evaluator Michael Tea
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20250521082740

FACILITY NAME:WESTMINSTER TERRACEFACILITY NUMBER:
306006195
ADMINISTRATOR:CRISTINA MILLERFACILITY TYPE:
740
ADDRESS:7571 WESTMINSTER BLVDTELEPHONE:
(714) 891-6608
CITY:WESTMINSTERSTATE: CAZIP CODE:
92683
CAPACITY:152CENSUS: 109DATE:
08/18/2025
UNANNOUNCEDTIME BEGAN:
01:00 PM
MET WITH:Carmen GaliciaTIME COMPLETED:
05:00 PM
ALLEGATION(S):
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- Staff spoke inappropriately to resident in care
- Staff refused to take out trash from resident's room
INVESTIGATION FINDINGS:
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On this day, Licensing Program Analyst (LPA) Michael Tea made an unannounced visit to conclude and deliver findings for a complaint investigation. LPA Tea was greeted and granted entry by facility staff and explained the reason for the visit. Executive Director (ED) Carmen Galicia arrived shortly to assist with the visit.

The Department received a complaint on May 21, 2025 and LPA Tea conducted the initial 10-day visit the following week on May 30, 2025. LPA Tea spoke to facility staff and residents and reviewed and collected pertinent documents and information.

It was alleged facility staff spoke inappropriately to residents in care. Seven out of eight residents interviewed during the investigation agree that staff never spoke inappropriately to them. The residents feel staff treated them with respect and dignity and never had any staff yell at them and mock them. All
(Complaint Report continued on LIC9099-C)
Unfounded
Estimated Days of Completion:
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:

DATE: 08/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/18/2025
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 5
Control Number 22-AS-20250521082740
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: WESTMINSTER TERRACE
FACILITY NUMBER: 306006195
VISIT DATE: 08/18/2025
NARRATIVE
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staff interviewed said they never speak inappropriately to residents or about residents as well. All staff spoken to have said that every staff meeting has in-services and reiterate the importance of treating the residents with respect and how to speak to them with good communication.

It was alleged that staff refused to take out trash from resident’s room. Eight out eight residents confirmed that they have no problems with staff refusing to pick up trash. Residents stated that staff have been good at picking up their trash every day. They routinely pick it up at least twice a day, during the day and at night. ED Galicia and Wellness Coordinator Sharon Perez and all staff interviewed said that it is part of their job duties at the end of their shift to make their rounds on the floor to throw away the resident’s trash.

Therefore, based on LPA Tea's observations, interviews conducted, and records reviewed the allegation that staff spoke inappropriately to residents in care and staff refused to take out trash from resident’s room has been determined as UNFOUNDED, meaning the allegation is false, could not have happened and/or is without a reasonable basis.

No deficiencies cited at this time and an exit interview was conducted with Executive Director (ED) Carmen Galicia. A copy of the report was provided to the facility.
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:

DATE: 08/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/18/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 5
Control Number 22-AS-20250521082740
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: WESTMINSTER TERRACE
FACILITY NUMBER: 306006195
VISIT DATE: 08/18/2025
NARRATIVE
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Wellness Coordinator, Sharon Perez does not recall any residents taking a purple-colored steroid pill. Five out of eight residents interviewed agree that they are receiving great assistance from staff with their medication. The ones that disagree said that sometimes they do not receive their medication on time or have to remind staff about taking their medication. All MedTech staff interviewed said that they try their best to assist the residents with medication and giving it on time. Sometimes they are delayed or behind because they have things to attend like medical emergencies or a caregiver needs assistance with another resident. But they try to give the medication in a timely manner. Residents sometimes would talk a lot to them or get upset and refuse to take medication. They receive a great amount of training, and in-service in regard to effective communication with residents.

It was alleged that staff did not attend to residents’ call in a timely manner. Based on observations of the call log for when a resident’s push their pendants or the pull cords in their rooms, the staff responds within 15 minutes or less, which is an adequate time to respond to residents. There were times recorded when the call button time did not end because the residents did not allow them to push their pendants off for the call. The residents wanted the facility staff to complete their tasks before allowing them to turn off the call. Five out eight residents agreed that staff came to assist them in a timely manner. One resident said they come in pairs to help them. Other residents mention that on the nocturnal shift, the staff were slow to respond than the other shifts. A resident has mentioned that nocturnal shifts have been more attentive and have improved. Other residents have voiced their concerns that the facility is short-staffed. ED Galicia has confirmed that there is enough staff at the facility and she checks periodically on the nocturnal shift staff.

It was alleged that staff did not safeguard resident’s personal belongings. Five out of eight residents spoke to felt that the facility is safeguarding their personal belongings, they have no concerns. One resident stated that it was an issue with resident’s personal belongings stolen or missing. The resident states it is not just staff who are stealing, but residents are also stealing. Despite there are issues with safeguarding resident’s personal belongings, she does feel that staff are following protocols. Doing searches to check to make sure it was misplaced and giving them a form to list an inventory of their personal belongings. ED Galicia said that residents who report things were stolen, the staff would conduct a search and they would be able to find the items they misplaced, or it would reappear on the same day reported. She stated that many residents have declining cognitive memory.

(Complaint Report continued on LIC9099-C)
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:

DATE: 08/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/18/2025
LIC9099 (FAS) - (06/04)
Page: 4 of 5
Control Number 22-AS-20250521082740
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: WESTMINSTER TERRACE
FACILITY NUMBER: 306006195
VISIT DATE: 08/18/2025
NARRATIVE
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Therefore, based on LPA Tea's observations and interviews conducted and records reviewed the allegations that staff did not provide adequate medication assistance to resident in care, staff did not attend to resident’s call in a timely manner, and staff did not safeguard resident’s personal belongings has been determined to be UNSUBSTANTIATED meaning that although the allegations may have happened or is valid, there is not a preponderance of the evidence to prove that the alleged violations occurred.

No deficiencies cited at this time and an exit interview was conducted with Executive Director Carmen Galicia. A copy of the report and confidential names list were provided to the facility.
SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:

DATE: 08/18/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/18/2025
LIC9099 (FAS) - (06/04)
Page: 5 of 5