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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 306006473
Report Date: 11/25/2025
Date Signed: 11/25/2025 04:28:37 PM

Unsubstantiated


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
11/23/2025 and conducted by Evaluator Claudia Gutierrez
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20251123164608
FACILITY NAME:CRESCENDO SENIOR LIVINGFACILITY NUMBER:
306006473
ADMINISTRATOR:GALAL, LAURELFACILITY TYPE:
740
ADDRESS:351 EAST PALM DRIVETELEPHONE:
(714) 528-4990
CITY:PLACENTIASTATE: CAZIP CODE:
92870
CAPACITY:210CENSUS: 72DATE:
11/25/2025
UNANNOUNCEDTIME BEGAN:
08:40 AM
MET WITH:Laurie GalalTIME COMPLETED:
04:45 PM
ALLEGATION(S):
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9
Staff does not ensure facility plumbing is in good repair.
INVESTIGATION FINDINGS:
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An unannounced Complaint Investigation was conducted on this day regarding the allegation mentioned above by Licensing Program Analyst (LPA) Claudia Gutierrez. LPA met with Executive Director (ED) Laurie Galal and Wellness Director (WD) Kim Mims

Interviews were conducted with four facility residents regarding the allegation, Staff does not ensure facility plumbing is in good repair. During their interview, Resident (R1) denied the allegation. During their interview, Resident 2 (R2) denied having any plumbing issues in their private bathroom, however, stated that Resident 3 (R3) has had plumbing issues due to their toilet being clogged and stated they believed R3 was flushing large wipes down the toilet. During their Resident 3 (R3) stated their toilet had been clogged but was immediately repaired by maintenance staff with no impact to their living accommodations. During their interview, R4 denied having any plumbing issues pertaining to their private bathroom, however, stated that R3's toilet had been clogged due to R3 flushing large wipes down the toilet. During the course of the investigation, LPA did not oobserve any plumbing issues at the facility. (Cont. LIC9099-C)
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Armando J Lucero
LICENSING EVALUATOR NAME: Claudia Gutierrez
LICENSING EVALUATOR SIGNATURE:

DATE: 11/25/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/25/2025
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 3
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
11/23/2025 and conducted by Evaluator Claudia Gutierrez
PUBLIC
COMPLAINT CONTROL NUMBER: 22-AS-20251123164608

FACILITY NAME:CRESCENDO SENIOR LIVINGFACILITY NUMBER:
306006473
ADMINISTRATOR:GALAL, LAURELFACILITY TYPE:
740
ADDRESS:351 EAST PALM DRIVETELEPHONE:
(714) 528-4990
CITY:PLACENTIASTATE: CAZIP CODE:
92870
CAPACITY:210CENSUS: 72DATE:
11/25/2025
UNANNOUNCEDTIME BEGAN:
08:40 AM
MET WITH:Laurie GalalTIME COMPLETED:
04:45 PM
ALLEGATION(S):
1
2
3
4
5
6
7
8
9
Staff does not ensure resident's flooring is clean and sanitized.
Staff did not answer resident's requests in a timely manner.
INVESTIGATION FINDINGS:
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13
An unannounced Complaint Investigation was conducted on this day regarding the allegations mentioned above by Licensing Program Analyst (LPA) Claudia Gutierrez. LPA met with Executive Director (ED) Laurie Galal and Wellness Director (WD) Kim Mims.

Interviews were conducted with four facility residents regarding the allegation, Staff does not ensure resident's flooring is clean and sanitized. During their interview, Resident 1 (R1) stated that their bedroom ceiling had begun leaking due to heavy rain on November 15, 2025, however, facility staff was called to clean the wet floors immediately and they have since been relocated to another room. During their interview, Resident 2 (R2) stated that their bedroom flooded with waste water on at least two occasions, during the week of November 17th, 2025. Per R2, Resident 3’s (R3’s) toilet became clogged and the waste water from the toilet ran down the hall and into her bedroom. (Cont. LIC9099-C)
Substantiated
Estimated Days of Completion:
SUPERVISORS NAME: Armando J Lucero
LICENSING EVALUATOR NAME: Claudia Gutierrez
LICENSING EVALUATOR SIGNATURE:

DATE: 11/25/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/25/2025
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 3
Control Number 22-AS-20251123164608
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: CRESCENDO SENIOR LIVING
FACILITY NUMBER: 306006473
VISIT DATE: 11/25/2025
NARRATIVE
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R2 stated their bedroom carpet became so saturated that their feet became submerged completely upon stepping on the carpet. Per R2, the carpet was cleaned by maintenance staff however, was not thoroughly cleaned or disinfected, as waste water debris remains on the carpet and hallway baseboards. R2 continues residing in the same bedroom which was flooded. During their interview, Resident 3 (R3) confirmed that their toilet had clogged but had only caused a puddle in their room. Per R3, R2’s room, however, did flood and were unsure how extensive the flooding had been in R2’s room. During their interview, Resident 4 (R4) also stated R2’s bedroom had flooded with waste water from R3’s toilet. Per R4, carpet in R2's room was cleaned by maintenance staff however, was not thoroughly cleaned or disinfected as debris from the waste water remained on the hallway baseboard and R2’s carpet. During the course of the investigation, LPA observed waste water residue on R2’s carpet and hallway baseboard.

Interviews were conducted with four facility residents regarding the allegation, Staff did not answer resident's requests in a timely manner. During their interview, R1 stated that upon being moved to another bedroom, facility maintenance staff assisted with moving their large furniture, however, were not responsive to other aspects of the move, including providing them with a chair. During their interview, R2 stated that upon their bedroom flooding with waste water on the second occasion during the week of November 17th, 2025, the carpet became so saturated they worried about water damage to their belongings and began to move items independently, as staff were unavailable to help. R2 stated that they were temporarily moved to another room on November 23, 2025, and were also not assisted by staff with that move. LPA obtained a copy of an email dated November 13, 2025, from R2’s responsible party, which stated R2 had been assisted by facility maintenance staff to move furniture and boxes, however, the email read in part, “[R2’s] room was impacted by water tonight for a second time this week due to a neighbor clogging [their] toilet with wipes… [R2] has been forced to sleep on [their couch] this week because many of [their] things are being temporarily stored on [their] bed while the fans dry the carpeting.” As of today’s date, R2 has returned to the same room which flooded and continues sleeping on their couch. During their interview, R4 corroborated the allegation and stated R2 had moved most, if not all, of their belongings on their own.

Based on resident interviews and records review, the preponderance of evidence standard has been met; therefore, the above allegations are found to be SUBSTANTIATED. Deficiencies are being cited 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 provided at the end today's inspection.
SUPERVISORS NAME: Armando J Lucero
LICENSING EVALUATOR NAME: Claudia Gutierrez
LICENSING EVALUATOR SIGNATURE:

DATE: 11/25/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/25/2025
LIC9099 (FAS) - (06/04)
Page: 1 of 1
Control Number 22-AS-20251123164608
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: CRESCENDO SENIOR LIVING
FACILITY NUMBER: 306006473
DEFICIENCY INFORMATION FOR THIS PAGE:
VISIT DATE: 11/25/2025
Deficiency Type
POC Due Date /
Section Number
DEFICIENCIES
PLAN OF CORRECTIONS(POCs)
Type A
11/26/2025
Section Cited
HSC
87470(a)(2)(C)
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(C) Spills of blood and other potentially infectious materials and surfaces shall be promptly cleaned and disinfected.

This requirement is not met as evidenced by:
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ED stated R2's carpet and hallway will be immediately disinfected and all waste water residue removed and proof provided to LPA via email by POC date.
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Based on resident interviews and observation, the Licensee did not comply with the section cited above as waste water residue was observed in R2’s carpet and hallway base board, which poses an immediately health and personal rights risk to person in care.
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Type A
11/26/2025
Section Cited
CCR
87468.1(a)
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(a) Residents in all residential care facilities for the elderly shall have all of the following personal rights: (2) To be accorded safe, healthful and comfortable accommodations, furnishings and equipment.

This requirement is not met as evidenced by:
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ED stated R2's bed and all furnishings will be made available to R2 and proof provided to LPA via email by POC date.
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Based on resident interviews and observation, the Licensee did not comply with the section cited above as R2 has been sleeping on their couch due their bed being inaccessible, which poses an immediate safety and 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: Claudia Gutierrez
LICENSING EVALUATOR SIGNATURE:

DATE: 11/25/2025
I acknowledge receipt of this form and understand my appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/25/2025
LIC9099 (FAS) - (06/04)
Page: 1 of 1
Control Number 22-AS-20251123164608
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: CRESCENDO SENIOR LIVING
FACILITY NUMBER: 306006473
VISIT DATE: 11/25/2025
NARRATIVE
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Due to the allegation being uncorroborated during interviews conducted, the Department is unable to determine if Staff does not ensure facility plumbing is in good repair. Although the above allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur, therefore at this time the above allegation is unsubstantiated.

An exit interview was conducted and copy of this report was provided at the end of the inspection.
SUPERVISORS NAME: Armando J Lucero
LICENSING EVALUATOR NAME: Claudia Gutierrez
LICENSING EVALUATOR SIGNATURE:

DATE: 11/25/2025
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 11/25/2025
LIC9099 (FAS) - (06/04)
Page: 3 of 3