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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 366426055
Report Date: 11/25/2025
Date Signed: 11/25/2025 05:08:09 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BERNARDINO, 1650 SPRUCE ST STE 200 MS29-27
RIVERSIDE, CA 92507
This is an official report of an unannounced visit/investigation of a complaint received in our office on
11/07/2024 and conducted by Evaluator Paola Guerrero
PUBLIC
COMPLAINT CONTROL NUMBER: 56-AS-20241107140947
FACILITY NAME:BRIGHTWATER SENIOR LIVING OF HIGHLAND (DBA)FACILITY NUMBER:
366426055
ADMINISTRATOR:MARGUERITE CROCKEMFACILITY TYPE:
740
ADDRESS:28807 BASELINE STREETTELEPHONE:
(909) 742-7353
CITY:HIGHLANDSTATE: CAZIP CODE:
92346
CAPACITY:115CENSUS: 97DATE:
11/25/2025
UNANNOUNCEDTIME BEGAN:
03:10 PM
MET WITH:Marguerite Crockem- AdministratorTIME COMPLETED:
05:20 PM
ALLEGATION(S):
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Licensee does not ensure sufficient staffing to meet residents’ care needs.
Licensee does not ensure staff are appropriately trained to provide care to residents.
INVESTIGATION FINDINGS:
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Licensing Program Analyst (LPA) Paola Guerrero conducted an unannounced visit to deliver findings on the allegations listed above. LPA met with Facility Administrator and explained the purpose of the visit. The investigation consisted of interviews, review of records, and observations.

First allegation: Licensee does not ensure sufficient staffing to meet residents’ care needs. Regarding the allegation LPA reviewed facilities staff directory and observed that the facility has sufficient staff that will meet resident care needs daily. LPA conducted interviews with R#1, R#2, R#3, R#4, and R#5, regarding the alleged allegation and five out of five residents informed LPA that facility has enough care support to meet their care needs. In addition, five out of five residents informed LPA that facility provides good laundry services as well as housekeeping services. R#1-5 informed LPA that they feel safe and caregivers respond to their call services right away. R#1-5 denied witnessing staff not providing proper care and denied witnessing residents being mistreated by caregivers while in care. Five out of five residents informed LPA that their showering needs along with their incontinence needs are met daily and they have no concerns to report.
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Efren Malagon
LICENSING EVALUATOR NAME: Paola Guerrero
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 2
Control Number 56-AS-20241107140947
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN BERNARDINO, 1650 SPRUCE ST STE 200 MS29-27
RIVERSIDE, CA 92507
FACILITY NAME: BRIGHTWATER SENIOR LIVING OF HIGHLAND (DBA)
FACILITY NUMBER: 366426055
VISIT DATE: 11/25/2025
NARRATIVE
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Second allegation: Licensee does not ensure staff are appropriately trained to provide care to residents. Regarding the allegation, LPA conducted a record review pertaining to catheter training LPA observed that facility utilizes Home Health services to assist with catheter flushing, removal, and catheter insertion. LPA conducted interviews with S#1 and S#2 regarding catheter training and S#1, and S#2 informed LPA that caregivers are only provided training on how to only drain catheters and observe for any change of condition. LPA conducted interviews with R#1-5 LPA went over the alleged allegation and all residents informed LPA that they feel safe and all staff that provide care seem aware of what they are doing and provide care as trained professionals. Based on corroborating evidence obtained during the course of the investigation, LPA has determined that the above allegations are Unsubstantiated.

Unsubstantiated: meaning that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur.

An exit interview was conducted where this report (LIC 9099) was discussed, and a copy was provided to Facility Administrator at the end of the visit.
SUPERVISORS NAME: Efren Malagon
LICENSING EVALUATOR NAME: Paola Guerrero
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: 2 of 2