374603778-10-28-2025-08-AS-SMOA-DQQT4A-20260127132336

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 374603778
Report Date: 10/22/2025
Date Signed: 10/28/2025 03:36:15 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108

This is an official report of an unannounced visit/investigation of a complaint received in our office on
06/04/2025 and conducted by Evaluator Sarah Hurt

COMPLAINT CONTROL NUMBER: 08-AS-20250604102601

FACILITY NAME:	HERITAGE HILLS		FACILITY NUMBER:	374603778
ADMINISTRATOR:	MICHAEL MCCOY		FACILITY TYPE:	740
ADDRESS:	2108 EL CAMINO REAL		TELEPHONE:	(760) 206-7930
CITY:	OCEANSIDE	STATE: CA	ZIP CODE:	92054
CAPACITY:	78	CENSUS: 75	DATE:	10/22/2025
		UNANNOUNCED	TIME BEGAN:	04:00 PM
MET WITH:	Administrator, Michael Mccoy		TIME COMPLETED:	04:30 PM

ALLEGATION(S):

1
2
3
4
5
6
7
8
9

Neglect/Lack of Supervision resulting in serious bodily injury
Staff hit a resident in care.
Staff did not dispose of resident's diapers.
Staff are not allowing a resident to receive phone calls.

INVESTIGATION FINDINGS:

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

Licensing Program Analyst (LPA) Sarah Hurt conducted a phone visit to deliver findings on the above allegations.

Regarding the allegation Neglect/Lack of Supervision resulting in serious bodily injury records show the Resident 1 had multiple hospital admissions between May and June 2025 for agitation and aggressive behavior. On June 1, 2025, the resident was admitted and diagnosed with an age-indeterminate nasal fracture. The hospital documentation and Investigations Branch report did not identify how or when the injury occurred. Interviews with the facility’s Resident Service Director and the Durable Power of Attorney (DPOA) indicated that the resident had dementia, exhibited combative behavior, and frequently ran into objects. The DPOA confirmed no suspicion of staff abuse or neglect. Law enforcement conducted a call for service but did not take a report. Based on the evidence, there is no indication that staff neglect or lack of supervision caused the injury. Although the allegation may have occurred or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur. Therefore, the allegation is UNSUBSTANTIATED.

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: See Moua
LICENSING EVALUATOR NAME: Sarah Hurt
LICENSING EVALUATOR SIGNATURE:	DATE: 10/21/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/21/2025

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 08-AS-20250604102601

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
SAN DIEGO RO, 7575 METROPOLITAN DR. #109
SAN DIEGO, CA 92108

FACILITY NAME: HERITAGE HILLS	FACILITY NUMBER: 374603778
	VISIT DATE: 10/22/2025

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

Regarding the allegation staff hit a resident in care. There were no witnesses or documentation indicating that any staff physically harmed the resident. The facility reported the resident often exhibited aggressive behavior due to dementia, but staff utilized de-escalation methods and denied using force. The DPOA reported visiting frequently and expressed confidence in the care provided. Medical documentation showed no injury pattern consistent with assault. Law enforcement found no evidence of abuse when contacted. 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. Therefore, the allegation is UNSUBSTANTIATED.

Regarding the allegation staff did not dispose of residents’ diapers. Facility staff denied failing to dispose of diapers and stated that soiled briefs are immediately placed in designated waste bins. The DPOA reported that the facility maintained cleanliness and had no concerns about hygiene. No supporting documentation or witness statements corroborated the allegation. Due to the resident’s passing in July 2025, direct observation was not possible, and no evidence was located to support that neglect occurred. Although the allegation may have occurred or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur. Therefore, the allegation is UNSUBSTANTIATED.

Regarding the allegation Staff are not allowing a resident to receive phone calls. Interviews were conducted with the Resident Service Director and the Durable Power of Attorney (DPOA). The facility Resident Service Director stated facility Medication technicians reported when Reporting Party called the facility it was mainly to yell at the medication technicians and Reporting Party would not even ask to speak to Resident 1. Resident Service Director stated facility staff never intentionally denied Resident 1 from speaking to Reporting Party. There was no evidence that staff isolated the resident. Although the allegation may have occurred or is valid, there is not a preponderance of evidence to prove the alleged violation did or did not occur. Therefore, the allegation is UNSUBSTANTIATED.

No deficiencies cited Per Title 22 Regulations. Exit interview conducted with and a copy of this report provided.

SUPERVISORS NAME: See Moua
LICENSING EVALUATOR NAME: Sarah Hurt
LICENSING EVALUATOR SIGNATURE:	DATE: 10/22/2025

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 10/22/2025

LIC9099 (FAS) - (06/04)

Page: 2 of 2