306006195-3-26-2026-22-AS-AORZ-DSP7LC-20260330214518

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 306006195
Report Date: 03/26/2026
Date Signed: 03/26/2026 05:53:28 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
12/02/2025 and conducted by Evaluator Michael Tea

COMPLAINT CONTROL NUMBER: 22-AS-20251202140517

FACILITY NAME:	WESTMINSTER TERRACE		FACILITY NUMBER:	306006195
ADMINISTRATOR:	CARMEN GALICIA		FACILITY TYPE:	740
ADDRESS:	7571 WESTMINSTER BLVD		TELEPHONE:	(714) 891-6608
CITY:	WESTMINSTER	STATE: CA	ZIP CODE:	92683
CAPACITY:	152	CENSUS: 116	DATE:	03/26/2026
		UNANNOUNCED	TIME BEGAN:	01:00 PM
MET WITH:	Carmen Galicia		TIME COMPLETED:	06:00 PM

ALLEGATION(S):

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- Staff mismanage resident's medications

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 Executive Director (ED) Carmen Galicia and explained the reason for the visit.

The Department received a complaint on December 2, 2025. LPA Tea spoke to residents and facility staff and reviewed and collected pertinent documents and information.

It was alleged that staff mismanage residents’ medications. While 2 out of 7 residents reported concerns regarding medication timeliness and availability of PRN medications, the information obtained during the investigation does not substantiate medication mismanagement by staff.

Regarding Resident 1 (R1), it was alleged that medication was not provided. However, facility progress
(Complaint Investigation Report continued on LIC9099C)

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 03/26/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/26/2026

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-20251202140517

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: 03/26/2026

NARRATIVE

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notes confirmed that R1 did receive the medication on the same day prior to being transported to the hospital. The Wellness Director (WD) Veronica Mata explained that delays were related to challenges in obtaining physician orders and prescriptions, including receiving incorrect medication from the provider. Documentation and staff statements indicate that the facility made ongoing and reasonable efforts to resolve the issue by contacting the physician and pharmacy through multiple methods.

All staff interviewed acknowledged that delays can occur due to factors outside of the facility’s control, particularly with physician response times. Staff reported following established protocols, including consistent follow-up via phone, fax, email, and delegation to ensure timely resolution.

Based on documentation, staff interviews, and corroborating information, the facility demonstrated due diligence in managing resident medications. Therefore, the allegation mentioned above has been determined to be UNSUBSTANTIATED meaning that although the allegation may have happened or is valid, there is not a preponderance of the evidence to prove that the alleged violation occurred.

No deficiencies cited at this time and an exit interview was conducted with the facility. A copy of the report and list of confidential names were provided to the facility.

SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 03/26/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/26/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 4

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
12/02/2025 and conducted by Evaluator Michael Tea

COMPLAINT CONTROL NUMBER: 22-AS-20251202140517

FACILITY NAME:	WESTMINSTER TERRACE		FACILITY NUMBER:	306006195
ADMINISTRATOR:	CARMEN GALICIA		FACILITY TYPE:	740
ADDRESS:	7571 WESTMINSTER BLVD		TELEPHONE:	(714) 891-6608
CITY:	WESTMINSTER	STATE: CA	ZIP CODE:	92683
CAPACITY:	152	CENSUS:	DATE:	03/26/2026
		UNANNOUNCED	TIME BEGAN:	01:00 PM
MET WITH:	Carmen Galicia		TIME COMPLETED:	06:00 PM

ALLEGATION(S):

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- Staff did not seek timely medical attention for residents

INVESTIGATION FINDINGS:

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The Department received a complaint on December 2, 2025. LPA Tea spoke to residents and facility staff and reviewed and collected pertinent documents and information.

The investigation determined the following: Evidence obtained, including video footage, interviews, and records review, does not support the claim that staff failed to seek timely medical attention for Resident 2 (R2).

Video evidence shows staff, including the Wellness Director (WD) Veronica Mata, actively encouraging R2 to seek medical evaluation at the hospital due to reported pain. Staff clearly advised that the facility could not diagnose the condition and emphasized the need for further medical assessment. R2 declined to go to the hospital despite multiple prompts and instead requested medication. Staff explained that medication

(Complaint Investigation Report continued on LIC9099C)

Unfounded

Estimated Days of Completion:

SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 03/26/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/26/2026

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

LIC9099 (FAS) - (06/04)

Page: 3 of 4

Control Number 22-AS-20251202140517

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: 03/26/2026

NARRATIVE

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administration would require a physician’s order. Facility records, including progress notes, document that R2 refused hospital care. In accordance with protocol, staff notified both the resident’s family and primary care physician also noted in the facility progress notes. WD Mata confirmed that R2 stated that they believe their symptoms would go away on their own and declined further intervention, despite staff concern and continued encouragement to seek care.

All staff interviewed stated that they promptly seek medical attention when needed and document refusals while placing residents on alert charting. Additionally, 6 out of 7 residents interviewed reported that the facility responds quickly to medical needs, including contacting emergency services when appropriate.

Based on the evidence, staff took appropriate and timely action to address R2’s condition, and the delay in medical treatment was due to the resident’s refusal. Therefore, the allegation mentioned above 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 along with the list of confidential names.

SUPERVISORS NAME: Alisa Ortiz
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 03/26/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 03/26/2026

LIC9099 (FAS) - (06/04)

Page: 4 of 4