<meta name="robots" content="noindex">
Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306006223
Report Date: 04/29/2026
Date Signed: 04/29/2026 11:26:32 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
12/17/2024 and conducted by Evaluator Joseph Alejandre
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20241217161129
FACILITY NAME:IVY PARK AT LAGUNA WOODSFACILITY NUMBER:
306006223
ADMINISTRATOR:TURGEON, JENNIFERFACILITY TYPE:
740
ADDRESS:24441 CALLE SONORATELEPHONE:
(949) 830-8057
CITY:LAGUNA WOODSSTATE: CAZIP CODE:
92637
CAPACITY:233CENSUS: 184DATE:
04/29/2026
UNANNOUNCEDTIME BEGAN:
09:00 AM
MET WITH:Jessica HernandezTIME COMPLETED:
11:15 AM
ALLEGATION(S):
1
2
3
4
5
6
7
8
9
Residents Room is not cleaned
Silverware not sanitized
Food is being served cold
Facility is short staffed caregivers and housekeepers
INVESTIGATION FINDINGS:
1
2
3
4
5
6
7
8
9
10
11
12
13
Licensing Program Analyst (LPA) Joseph Alejandre made an unannounced visit to deliver the findings into the complaint investigation into the allegations listed above. LPA met with Business Office Manager Jessica Hernandez and explained the reason for the visit.

The investigation into the allegation, resident's room is not cleaned, revealed the following. It was reported that Resident 1’s (R1) room was not cleaned for over a week and the floor in the bathroom was not cleaned under the bath mats. No other details were provided regarding R1’s room not being cleaned. It was alleged a housekeeper (no name provided) reported that rooms were not cleaned thoroughly because of a lack of staff and due to time constraints. This report could not be verified. 3 out of 3 housekeeping staff reported that they clean anywhere from 8 to 10 rooms a day and have not missed any of the residents’ rooms. R1 reported that their room was not cleaned properly, especially the floors.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Joseph Alejandre
LICENSING EVALUATOR SIGNATURE:

DATE: 04/29/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/29/2026
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 3
Control Number 22-AS-20241217161129
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: IVY PARK AT LAGUNA WOODS
FACILITY NUMBER: 306006223
VISIT DATE: 04/29/2026
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
LPA toured R1’s room and observed that the room and the floors were clean. R1 reported that they wanted the carpet cleaned with a machine. R1 reported that they have not requested that service from housekeeping. The House keeping director reported that all resident rooms are cleaned once a week and if residents require another cleaning or want something specific done such as carpet cleaning it must be requested. The House keeping director reported that staff do not move furniture or personal items when cleaning a room. 4 out of 4 residents interviewed reported that their rooms are cleaned regularly and they have no issues with housekeeping. None of the evidence gathered supports the allegation, resident's room is not cleaned, therefore the allegation is deemed unsubstantiated, although the allegation may have happened or is valid, there is no preponderance of evidence to prove the alleged violation did or did not occur.

The investigation into the allegation, silverware not sanitized, revealed the following. It was reported that after residents finish their meal, glasses and silverware are re-used. It was reported that there are water spots on silverware and lipstick on glasses that are given to residents to use. LPA toured the dining room during lunch. LPA did not observe any silverware or glasses that had water spots or lipstick. LPA interviewed the head chef who reported that all tables are cleared after a resident leaves and all items are washed and sanitized in accordance with Orange County Health Care Agency standards. LPA observed the dishwashing station which includes an automatic dishwasher. LPA observed the dining room and kitchen were clean and organized. LPA interviewed 4 residents who reported that they have never seen or used any silverware or glassware that wasn’t clean. The head chef reported that all silverware is replaced whenever someone leaves the table even if they didn’t use it, as per Orange County Health Care Agency guidelines. LPA interviewed 3 dining room staff who reported that if they see any silverware or glassware that is not clean, they return it to the kitchen. 3 out of 3 dining room staff reported that they make sure all items served to residents are clean. None of the evidence gathered supports the allegation, therefore the allegation is deemed unsubstantiated, although the allegation may have happened or is valid, there is no preponderance of evidence to prove the alleged violation did or did not occur.

SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Joseph Alejandre
LICENSING EVALUATOR SIGNATURE:

DATE: 04/29/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/29/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 22-AS-20241217161129
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: IVY PARK AT LAGUNA WOODS
FACILITY NUMBER: 306006223
VISIT DATE: 04/29/2026
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
The investigation into the allegation, food is being served cold, revealed the following. It was reported that the facility serves cold food to residents. It was alleged that numerous residents have complained about the temperature of the food being served. No names were provided of the individuals who reported receiving cold food. LPA observed lunch being served in the dining room. After residents order lunch and it has been prepared the kitchen staff put it on the server station and then dining room staff take it to the residents. LPA observed that all of the orders placed during the visit were all served to residents within 3 minutes of being put on the server station. LPA interviewed 5 residents. 5 out of 5 residents reported that they had no complaints about the food except they wish there was a bigger selection of menu items. 3 out of 3 dining room staff reported that they never leave food on the server station for longer than a few minutes because they are not supposed to keep the residents waiting and the food would get cold. None of the evidence gathered supports the allegation, therefore the allegation is deemed unsubstantiated, although the allegation may have happened or is valid, there is no preponderance of evidence to prove the alleged violation did or did not occur.

The investigation, facility is short staffed caregivers and housekeepers, revealed the following. It was reported that 4 housekeepers quit in December 2024, and it caused a delay in the cleaning of rooms. The housekeeping director reported that staff occasionally leave for other opportunities, but 4 staff did not leave in December 2024 and there are enough housekeeping staff (3) to clean all the residents rooms in a timely manner. The Executive Director reported that there haven’t been any drastic changes in staff and there are enough staff to take care of all the residents. No specific details were provided concerning the allegation the facility is short staffed caregivers. LPA interviewed 5 residents who reside in assisted living. 5 out of 5 residents reported they have no issues or concerns with the caregivers. 3 out of 3 caregivers reported there is enough staff to provide care to all the residents. During the visit LPA did not observe any concerns regarding the health and safety of the residents. None of the evidence gathered supports the allegation, therefore the allegation is deemed unsubstantiated, although the allegation may have happened or is valid, there is no preponderance of evidence to prove the alleged violation did or did not occur. An exit interview was conducted, and a copy of the report provided.

SUPERVISORS NAME: Sheila Santos
LICENSING EVALUATOR NAME: Joseph Alejandre
LICENSING EVALUATOR SIGNATURE:

DATE: 04/29/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/29/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 3