Sunrise Haven LLC

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The copy of the Department of Social Services complaint provided by Sunrise Haven has not approved by supervisor Lori Bertrand and the case has not been closed.  I spoke with Lori today who indicated that the investigation is ongoing.   The statement provided by Administrator [redacted] is absolutely untrue and inconsistent with what actually happened.  [redacted] evaluated [redacted] in her own home prior to admission.  [redacted] asked to see [redacted] get up, walk, etc.  [redacted] interviewed [redacted] for nearly an hour.  [redacted] was completely aware of [redacted]' condition prior to her move in date.We were given a tour of the facility by [redacted]'s mother, [redacted], who is also a caregiver at the facility.  We specifically asked [redacted] who would be available to assist [redacted] should she need to use the restroom at night.  [redacted] responded that they were there and available 24 hours a day to assist residents.  On the day my mother moved in, [redacted] informed us that [redacted] would not be permitted to use the restroom on her own as she was a fall risk.  After my mother moved in she was awake several times during the night, however, [redacted] assured us that they expect a period of adjustment with all patients.  [redacted], on the other hand, would scold [redacted], who was continually anxious and upset, causing her to have insomnia.  [redacted] stated, "Everyday I'm in trouble".   On the evening that my mother fell (approximately 9;00) [redacted] informed us that she was in the room with [redacted], who was sitting on the edge of the bed.  [redacted] exited the room, leaving my mother in a precarious position with her legs dangling off the side of the bed.  My mother fell off the bed landing on her face.  The statement that she was "found on the floor" is absolutely untrue.  After my mother was transported to the hospital, [redacted] contacted the ER after midnight and told them she would not accept [redacted] back at her facility because she was not able to provide her the care she needed.  The hospital case worker contacted [redacted] and informed her that she could not turn [redacted] out on the street in the middle of the night.  Only then did [redacted] agree to take [redacted] back that night on the condition that she be prescribed sleeping pills.  This information is detailed in the medical records.  [redacted]'s concern when [redacted] fell was not about her well-being - instead, [redacted] was in a panic because during her admission process she failed to provide us with all the proper forms, and there was not a Poist on file.  Once she was moved into a new facility, [redacted] began sleeping better, was not anxious or upset.  [redacted] never took the sleeping pills that [redacted] requested.  Her new caregivers reported the she only used the restroom once or twice a night, and that was consistent with their other residents.  After [redacted] fell, her health declined rapidly.  She was never ambulatory again, and died 3 weeks later.  The issue here was never the cost of care.  The issue was that [redacted] made daily comments about raising the monthly costs, yet would not provide a written itemization of the costs, would not tell us the amounts, and there was no mention of additional fees in the contract.  Once [redacted] informed the hospital staff that she would not accept [redacted] back we made other arrangements.   Then, [redacted] attempted to deducted additional fees from our refund amount.   We pointed out to her that we had a contracted cost of service and she could not arbitrarily make up additional fees without either a new contract or addendum.    Then [redacted] attempted to claim that we had broken the contract without giving her 30 day notice, when in fact SHE broke the contract when she called the ER and said she could not take [redacted] back as she was not capable of providing her with the care she needed.  
Regards,
[redacted]

Date: 9/23/17Sunrise Haven [redacted], Administrator25601 Minoa Dr Mission Viejo CA 92691714-809-7001[redacted]@gmail.comWe are a family business, we take pride in the service and care we provide to our residents. We always treat them with dignity and respect.  We have not failed to do any less for Ms [redacted].  Ms [redacted] was never neglected or scolded for anything.  [redacted] allegations are false.  This complaint was investigated by the licensing department and all these accusations were unfounded/unsubstantiated.  Please see the attached report. [redacted] never disclosed to us at any time during the pre assessment her mom’s true level of care needs even when asked. Basic rate was assessed based on the information gathered from [redacted] at the pre assessment time and the physician’s report that being that her mom is pretty independent and needs minimal assistance.  [redacted] was told that the rate could go up if her mom need for higher level of care will increase.  After working with Ms [redacted] our findings from the re-assessment were inconsistent with the information [redacted] provided. When [redacted] was faced with the fact that her mom needs additional night one on one care and incontinence care/supplies she refused to comprehend and refused to pay.  I feel that [redacted] withheld information about her mom’s true needs deliberately.  She did not want to pay for her mom’s true need of care.  She must have known her mom’s true needs. She took care of her mom for previous 5 years.  Ms [redacted] was walking on her own with a walker.  She was able to get from her bed to her chair on her own.  She was asked to use a call button for assistance.  [redacted] didn’t pay us to be night sitters at her mom’s bedside.  Medical assistance was called after Ms [redacted]’s fall.  Ms [redacted] was sent to the hospital after her fall.  ER nurse was asked that Ms [redacted] condition and her medication be re-assessed before Ms [redacted] is sent back at the facility.  Ms [redacted] was accepted back at the facility by the facility administrator and [redacted] herself brought her mom back to our facility in the middle of the night. The administrator of the facility continued to provide one on one bedside care for Ms [redacted] because the prescriptions she was sent back with, were not able to be fulfilled that night per [redacted].  [redacted] informed the administrator that she will fill the prescriptions when the pharmacy opens in the morning.  The prescriptions were never brought to the facility. [redacted] decided to move her mom out.  [redacted] was refunded all her money back despite the fact that she did not provide us with a 30 days written notice.  [redacted] was very upset when I told her that according to our contract she is supposed to give us a 30 days notice in order to give her a refund. We went above and beyond to accommodate this family and to resolve any discrepancies, however [redacted] took us for granted.  Liability insurance was already notified from the time Ms [redacted] left the facility because [redacted] threatened to go after the liability insurance. [redacted] was provided with the contact information before she left the facility with her mom. It’s unfortunate for such families that would withhold information just to avoid paying for true level of care. They don’t realize that the only people they hurt is their loved ones.  We continued to provide one on one care for Ms [redacted] until she left our facility, however, we did not get paid for it.They paid $3060 out of which $1936 was refunded back to [redacted].

Met with daughter [redacted] (DPOA), social worker [redacted] and [redacted], Memorial Care/Palliative Care nurse. Additional night time care and incontinence care situation was in discussion with all parties and made all parties aware that Sunrise Haven cannot meet mom's needs. Nurse [redacted] suggested to [redacted] a night sitter for her mom. Referral agent [redacted] was notified.Sunrise Haven [redacted], administrator 25601 Minoa Dr Mission Viejo CA 92691 949.916.9228

Also, please note that my mother passed away on 9-9-17.  She never fully recovered from the injuries she sustained when she was left unattended at Sunrise Haven.  I was unable to upload the contract through your online portal.  If you have questions please feel free to contract me...

at [redacted]