Staff are not permitting resident to have visitors- Complainant alleges staff sometimes allow visits from family and friends and sometimes they don't. Interview with Administrator revealed, POA visits 1 to 2X a week & family friends will come approximately once a week. Facility restricted access on the directive of the residents Power of Attorney (POA). This would include people who are attempting to contact R1 on behalf of individuals who have/had restraining orders. Review of power of attorney paperwork and legal documents pertaining to restraining order indicates facilities ability to comply with POA’s directive. There was no information obtained during the investigation that supported a violation had occurred. Therefore, the allegation staff are not permitting resident to have visitors is UNSUBSTANTIATED.

Staff are not permitting resident to receive phone calls- Complainant alleges facility staff sometimes don't let resident (R1) receive or make phone calls. Follow up interview with complainant provided conflicting information indicating they have daily phone conversations with R1 and is not sure of specific days, times, or of which staff do not allow calls to R1. LTCO records indicate multiple calls made to and received from R1. Documents obtained of R1’s daily activity log and Interviews conducted with facility and outside professionals revealed; R1 has their own cell phone and has used facility phone. From 2/16/2025 until 4/7/2025 R1 daily logs indicate some of R1’s either made calls or received calls to be approximately 20 times, including a call made to a family member on 4/1/2025. During said call, the police arrived due to a call indicating R1 was not being allowed to use the phone. Police report indicates R1 informed they are able to use the phone whenever and there is no issue. There was no information obtained during the investigation that supported a violation occurred. Therefore, the allegation Staff are not permitting resident to receive phone calls is UNSUBSTANTIATED.

Continue on LIC9099-C2

Staff did not assist resident with obtaining medical care - Complainant alleges that R1 had a doctor appointment on 4/4/25, and after calling doctor’s office to confirm appointment, stated they spoke to R1 on the phone and R1 allegedly indicated staff are refusing to let them go to appointment even though staff was to take R1 to appointment. The department’s investigation revealed on 4/8/2025 LPA conducted unannounced visit at facility and observed R1 to be in good health and hygiene, walking around facility with a walker and having conversations with other residents, staff and LPA. Interview with administrator revealed R1 did not have a doctors appointment on 4/4/25 but has taken R1 to doctors appointments along with POA. Per Police Report regarding R1, welfare checks on 4/3/2025 & 4/4/2025 alleging facility not allowing R1 to go to hospital on 4/4/2025 and all other allegations appear to be unfounded. There was no information obtained during the investigation that supported a violation occurred. Therefore, the allegation Staff did not assist resident with obtaining medical care is UNSUBSTANTIATED.

A finding that the complaint allegations are unsubstantiated means that although the allegations may have happened or are valid, there is not a preponderance of evidence to prove the alleged violation(s) did or did not occur, therefore the allegations are UNSUBSTANTIATED.