306006195-2-19-2026-22-AS-APAO-DRL5Z2-20260223192313

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 306006195
Report Date: 02/19/2026
Date Signed: 02/19/2026 01:34:22 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
05/17/2024 and conducted by Evaluator Sabrina Calzada

PUBLIC

COMPLAINT CONTROL NUMBER: 22-AS-20240517164547

FACILITY NAME:	WESTMINSTER TERRACE		FACILITY NUMBER:	306006195
ADMINISTRATOR:	CRISTINA MILLER		FACILITY TYPE:	740
ADDRESS:	7571 WESTMINSTER BLVD		TELEPHONE:	(714) 891-6608
CITY:	WESTMINSTER	STATE: CA	ZIP CODE:	92683
CAPACITY:	152	CENSUS: 115	DATE:	02/19/2026
		UNANNOUNCED	TIME BEGAN:	01:00 PM
MET WITH:	Carmen Galicia, Administrator		TIME COMPLETED:	01:30 PM

ALLEGATION(S):

1
2
3
4
5
6
7
8
9

Staff did not provide adequate food service.
Residents are not treated with treated with respect and dignity.
Residents are not given a comfortable dining accommodation.

INVESTIGATION FINDINGS:

1
2
3
4
5
6
7
8
9
10
11
12
13

On February 19, 2026, Licensing Program Analyst (LPA) Sabrina Calzada contacted Administrator, Carmen Galicia, to deliver investigative findings to a complaint received on May 17, 2024.

During the investigation, the dining room and kitchen were toured on multiple occasions, resident interviews were conducted, and documentation was reviewed.

The results of the investigation are as follows:

Allegation: Staff did not provide adequate food service. The allegation states that at the April 29, 2024 Resident Council meeting, it was unanimously agreed that the kitchen is not properly serving the residents, and residents are dissatisfied with the kitchen and food service. Residents complained that hot food was not served hot, and cold food was served at room temperature.

*cont on 9099C-1.

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Maribeth Senty
LICENSING EVALUATOR NAME: Sabrina Calzada
LICENSING EVALUATOR SIGNATURE:	DATE: 02/19/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/19/2026

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-20240517164547

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: 02/19/2026

NARRATIVE

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32

9099C-1.. On May 22, 2024, the Ombusdman noted that residents complained at the recent Resident Council meeting that the food service and food temperature were the main conflicts of the discussion, with the food service being the first complaint and the temperature of the food being the second complaint. The Ombudsman stated residents also feel staff are rude in providing food service to them in the dining room, and staff don't clear dirty plates timely from the table. Specifically, residents state the hot food isn't always hot, and the cold food is always at room temperature.

The LPA toured the physical plan on May 24, 2024, and there were no issues noted during the tour.

A subsequent complaint was received on June 17, 2024, which included the allegation of: Dining areas are not maintained clean. On June 13, 2024, the LPA toured the dining room at the start and ending of the lunch period and noted the following observations:

During the facility visit conducted on June 13, 2024, Licensing Program Analyst (LPA) Kevin Saborit-Guasch conducted a tour of the facility's common areas and a sample of resident units. The dining room was visited at approximately 11:40am after lunch service was initiated. Floor surfaces appeared to be clean, and tables were also clean. Staff was observed bringing meals to the residents present. LPA and administrator also reviewed the facility's kitchen area which appeared clean and organized. LPA and administrator returned to the dining hall after conducting a tour of the facility at approximately 12:30pm. The room was clean overall, however used dishes were still in place in multiple locations.

On September 4, 2024, an additional tour of the dining hall was conducted, and the allegation was determined,to be Unsubstantiated, as follows: Regarding the allegation that Dining areas are not maintained clean, the following has been concluded: Based on two visits of the facility's physical plant, it was observed that the dining areas were being cleaned during and/or after the meal service had been provided.

LPA Calzada reviewed the Food Service Policy provided from the Resident Handbook which says in part: "All persons engaged in food service are knowledgeable and will observe personal hygiene and sanitary food service practices".

LPA Calzada contacted an Ombudsman Manager in January 2026 to request any relevant notes from May 2024, but none were provided to LPA after records were searched.

Based on information obtained, the Department finds this allegation to be UNSUBSTANTIATED- meaning that although the allegation may have happened or are valid, there is not a preponderance of evidence to prove or refute the alleged violations occurred. *cont on 9099C-2..

SUPERVISORS NAME: Maribeth Senty
LICENSING EVALUATOR NAME: Sabrina Calzada
LICENSING EVALUATOR SIGNATURE:	DATE: 02/19/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/19/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 4

Control Number 22-AS-20240517164547

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: 02/19/2026

NARRATIVE

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32

9099C-2. Allegation: Residents are not treated with respect and dignity. The allegation states staff are rude and inattentive, often causing them to wait for over a half hour or longer to be served dinner, and residents are frequently told that the facility had run out of food items. Residents felt that this was not always the case and that the problems started about 6 months ago, on/around December 2023 or January 2024.

A subsequent complaint was received by the Department on June 17, 2024, with the allegation that Kitchen management does not treat residents with dignity and respect. After multiple staff and resident interviews were conducted in June 2024 and September 2024, the allegation was determined to be Unsubstantiated.

The report findings delivered on September 4, 2024 specifically read: Regarding the allegation that Residents are not treated with respect and dignity, the following has been concluded: Based on observations conducted in the facility as well as interviews with residents, no residents' statements indicated that they felt they were not receiving adequate treatment in respect of their personal rights.

LPA Calzada contacted an Ombudsman Manager in January 2026 who indicated she didn't have access to the previously assigned Ombudsman's notes, but she would look in their database to see if she could locate any. No notes were provided to LPA as of this report being written.

On February 19, 2026, LPA discussed with the Administrator about providing periodic staff training on resident's Personal Rights, as this is an area the Department receives significant complaints about. LPA also suggested the administrator reach out to their local Ombudsman to provide this training, which the Administrator agreed to do. The Administrator stated she provides a lot of in-person staff training, opposed to on-line training, to ensure staff's understanding.

*cont on 9099C-3.

SUPERVISORS NAME: Maribeth Senty
LICENSING EVALUATOR NAME: Sabrina Calzada
LICENSING EVALUATOR SIGNATURE:	DATE: 02/19/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/19/2026

LIC9099 (FAS) - (06/04)

Page: 3 of 4

Control Number 22-AS-20240517164547

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: 02/19/2026

NARRATIVE

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32

9099C-3... Allegation: Residents are not given a comfortable dining accommodation. The allegation states that all residents who attended the Resident Council meeting on April 29,2024 complained that they are not always allowed to sit at their table of choice. Residents also felt that the food was not as good as it used to be. On May 1, 2024, the Ombudsman spoke to the facility Administrator about the resident’s concerns, but the concerns have not improved.

On February 11, 2026, Administrator, Carmen Galicia, confirmed that residents are able to sit at the dining table of their choice and it is on a "first come, first served basis". The administrator commented that "it has always been this way- residents prefer to have open seating", explaining that a few residents get there early to get the table they prefer. Additionally, the administrator stated that residents are "good at communicating with dining staff if another resident will be joining their table".

Additionally, the Administrator stated, on February 11, 2026, that the Resident Council President at the time approached her twice with the Ombudsman, but she never received the Resident Council meeting notes following the meetings. Additionally, the administrator indicated she then began doing Town Hall meetings with residents and continued doing so through November, 2025, at which time the Resident Council officers began inviting her to their meetings. Additionally, the Ombudsman was invited to attend the meetings and is currently providing support, as needed.

LPA Calzada reviewed the Food Service Policy provided from the Resident Handbook which says in part: "All food is of good quality and is stored and prepared in a healthy attractive manner."

LPA also reviewed the Seven Day Sample Snack Menu and observed it to offer a variety of snack foods, including fruits, vegetables and yogurt. The Daily Menu was reviewed from April 28, 2024 to June 1, 2024. In addition to offering a variety of entrees for each meal, there is also a Soup of the Day. Additionally, the menu is written very clearly, with dinner specifically noting the starch, vegetable and dessert being served.

LPA Calzada contacted an Ombudsman Manager in January 2026 who indicated she didn't have access to the previously assigned Ombudsman's notes, but she would look in their database to see if she could locate any. No notes were provided to LPA as of this report being written.

Based on information obtained, the Department finds this allegation to be UNSUBSTANTIATED- meaning that although the allegation may have happened or are valid, there is not a preponderance of evidence to prove or refute the alleged violations occurred.

Exit interview. Report was emailed to the Administrator to sign and return today, February 19, 2026.

SUPERVISORS NAME: Maribeth Senty
LICENSING EVALUATOR NAME: Sabrina Calzada
LICENSING EVALUATOR SIGNATURE:	DATE: 02/19/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 02/19/2026

LIC9099 (FAS) - (06/04)

Page: 4 of 4