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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 197608888
Report Date: 09/17/2026
Date Signed: 09/17/2026 05:01:08 PM

Unsubstantiated


STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
This is an official report of an unannounced visit/investigation of a complaint received in our office on
09/08/2026 and conducted by Evaluator Troy Watson
PUBLIC
COMPLAINT CONTROL NUMBER: 11-AS-20260908083514
FACILITY NAME:WEST PICO TERRACE ASSISTED LIVING CENTER LPFACILITY NUMBER:
197608888
ADMINISTRATOR:AZUCENA REYES SERRANOFACILITY TYPE:
740
ADDRESS:6050 W PICO BLVDTELEPHONE:
(323) 653-5565
CITY:LOS ANGELESSTATE: CAZIP CODE:
90035
CAPACITY:136CENSUS: 88DATE:
09/17/2026
UNANNOUNCEDTIME BEGAN:
08:50 AM
MET WITH:RESIDENT CARE COORDINATOR - MELANIE HEARDTIME COMPLETED:
05:00 PM
ALLEGATION(S):
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Staff are not meeting a resident's dental needs.
Staff do not provide adequate food service.
Staff do not keep the facility free from pests.
Staff do not properly assist the residents while in care.
Staff do not provide transportation service for the residents.
INVESTIGATION FINDINGS:
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On 09/17/2026 LPA Watson conducted a subsequent complaint visit to the facility listed above. LPA Watson was greeted by the Resident Care Coordinator Heard Melanie Heard and explained the purpose of the visit. LPA Watson was granted entry into the facility.

Investigation consisted of the following:

On 09/16/2026 the department requested and obtained the following documents: Resident Roster, Staff Roster, Rockport Competency Dietary Tests dated 04/08/26, Meal Alternatives Menu for Breakfast, Lunch & Dinner, Sysco Food Invoices dated 08/18/26 – 09/11/26, Daily Weekly Cleaning Schedule 2026, Rainbow Produce Sales Invoice dated 09/02/26, Dairy King Invoice dated 03/07/27 – 09/08/26, Sysco Food Invoices dated 08/18/26-09/11/26, Assisted Living Resident Agreement, Excel Pest Management Invoices dated 04/15/26 – 04/23/26,

CONTINUED ON LICE9099-C
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Troy Watson
LICENSING EVALUATOR SIGNATURE:

DATE: 09/17/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/17/2026
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 6
Control Number 11-AS-20260908083514
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: WEST PICO TERRACE ASSISTED LIVING CENTER LP
FACILITY NUMBER: 197608888
VISIT DATE: 09/17/2026
NARRATIVE
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Care Staff Assignment dated 09/01/26 – 09/14/2026, Monthly ADL Charting Documents for Residents dated 09/2026, Service Plan Reports for R2, R9, R10 dated 08/20/25, 08/21/26 and 08/28/24, Physicians Reports for R10,R2, Medical Assessment for R9. Elite Mobile Dental for R1 dated 06/17/26, Transportation Log Calendar dated 09/2026. The department conducted interviews with Staff #1-#5 and Residents #1-#8. An attempt to interview R9 and R10 was made but both residents refused to be interviewed.
Investigation revealed the following:

Allegation: Staff are not meeting a resident's dental needs

It is alleged that staff are not meeting residents’ dental needs, by failing to repair dentures or arrange timely dental care.
On 09/16/2026 between 09:40AM and 04:45PM the department conducted an interview with Staff #1 (S1) Administrator Azucena Reyes. During the interview the department asked S1, how does the facility ensure residents’ dental needs (dentures, repairs, appointments, follow ups) are identified, scheduled, and completed? S1 said that we have our in-house dental services, they serve all our residents, and they will do a check up on everyone. They come here on a monthly or biweekly basis to address complaints, such as tooth aches, root canals etc. and they schedule their appointments for all their dental needs such as denture repairs or replacement. They also do follow-ups on residents who are having progressive or ongoing dental work until it is completed.

On 09/16/2026 between 08:00AM and 02:30PM the department conducted interviews with Staff #1-#5 and Residents #1-#8. Out of those interviewed 5 out of 5 Staff denied the above allegation. Out of 8 residents interviewed, 5 out of 8 residents denied the above allegation. On 09/17/26 the department reviewed Elite Mobile Dental logs for R1, dated 06/17/26 and it showed a dental evaluation and assessment was performed for teeth impressions in order to construct a new pair of dentures that according to Elite Mobile Dental will take at least three weeks for delivery.
Based on the information gathered, interviews conducted, and an analysis of records reviewed, the department found no evidence to support the allegation mentioned above. 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.

CONTINUED ON LIC9099-C

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Troy Watson
LICENSING EVALUATOR SIGNATURE:

DATE: 09/17/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/17/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 6
Control Number 11-AS-20260908083514
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: WEST PICO TERRACE ASSISTED LIVING CENTER LP
FACILITY NUMBER: 197608888
VISIT DATE: 09/17/2026
NARRATIVE
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Allegation: Staff do not provide adequate food service

It is alleged that staff do not provide adequate food resulting in poor food quality and resident dissatisfaction.

On 09/16/2026 between 09:40AM and 04:45PM the department conducted an interview with Staff #1 (S1) Administrator Azucena Reyes. During the interview the department asked S1, what is the facility’s process for preparing meals, addressing food quality complaints, and ensuring residents receive adequate nutrition? S1 explained that the facility serves meals in the dining room and that they have a menu and meal substitutions available. If residents don’t want what is being served S1 said our server will adjust meals to accommodate the residents upon request. S1 also said that our meals are served to the residents by our dietician who ensures that they follow the resident’s meal plans that have been prescribed by their doctors. The dietician makes sure that all meals served are nutritious for all the residents.

On 09/16/2026 between 08:00AM and 02:30PM the department conducted interviews with Staff #1-#5 and Residents #1-#8. Out of those interviewed 5 out of 5 Staff denied the above allegation. Out of 8 residents interviewed, 6 out of 8 residents denied the above allegation.
On 09/17/26 the department reviewed the facilities breakfast, lunch and dinner Menus, Meal Alternative Menu, Rainbow Produce Sales Invoice dated 09/02/26, Dairy King Invoice dated 03/07/27 – 09/08/26, and Sysco Food Invoices dated 08/18/26-09/11/26, and it showed that a large variety of foods including seafood were being served the residents at the facility. It also showed that an adequate amount of fresh vegetables, fruit and protein was ordered and served on a daily, weekly, and monthly basis at the facility.
Based on the information gathered, interviews conducted, and an analysis of records reviewed, the department found no evidence to support the allegation mentioned above. 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.
Allegation: Staff do not keep the facility free from pests

It is alleged that staff do not respond with corrective action when residents report that the facility has pests.
On 09/16/2026 between 09:40AM and 04:45PM the department conducted an interview with Staff #1 (S1) Administrator Azucena Reyes. During the interview the department asked S1,

CONTINUED ON LIC9099-C
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Troy Watson
LICENSING EVALUATOR SIGNATURE:

DATE: 09/17/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/17/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 6
Control Number 11-AS-20260908083514
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: WEST PICO TERRACE ASSISTED LIVING CENTER LP
FACILITY NUMBER: 197608888
VISIT DATE: 09/17/2026
NARRATIVE
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when were pest control services last performed, and what steps do staff take when residents report bugs or other pests?
S1 reported that pest control services were performed the morning of 09/16/2026. The pest control service uses chemical treatments and a canine detection dog specifically for bed bugs. S1 also said that the facility sprays for roaches on a regular basis as well. S1 also stated that staff respond to residents reports of pests by contacting pest control and addressing issues immediately. S1 also said that they have a fumigation service that fumigates on a regular basis.
On 09/16/2026 between 08:00AM and 02:30PM the department conducted interviews with Staff #1-#5 and Residents #1-#8. Out of those interviewed 5 out of 5 Staff denied the above allegation. Out of 8 residents interviewed, 5 out of 8 residents denied the above allegation.
On 09/17/26 the department reviewed pest control invoices from Excel Pest Management Invoices dated 04/15/26 – 04/23/26 and it showed services administered to the facility for bed bugs and pest fumigation. On 09/17/2026 the department observed heat treatment for bed bugs and pest fumigation services being performed in the facility in various rooms.
Based on the information gathered, interviews conducted, and an analysis of records reviewed, the department found no evidence to support the allegation mentioned above. 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.

Allegation: Staff do not properly assist the residents while in care
It is alleged that staff do not properly assist residents in care, including failure to provide help with ADLs and requested support.
On 09/16/2026 between 09:40AM and 04:45PM the department conducted an interview with Staff #1 (S1) Administrator Azucena Reyes. During the interview the department asked S1, how do staff assist residents with ADLs (bathing, dressing, grooming, toileting, mobility), and how is this assistance documented?
S1 stated that caregivers and med techs provide assistance with ADLs, including bathing, dressing, grooming, toileting, and mobility. Each resident is assigned a med tech and a caregiver for every shift. S1 reported that assistance is documented by the staff assigned to each resident.

CONTINUED ON LIC9099-C
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Troy Watson
LICENSING EVALUATOR SIGNATURE:

DATE: 09/17/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/17/2026
LIC9099 (FAS) - (06/04)
Page: 4 of 6
Control Number 11-AS-20260908083514
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: WEST PICO TERRACE ASSISTED LIVING CENTER LP
FACILITY NUMBER: 197608888
VISIT DATE: 09/17/2026
NARRATIVE
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On 09/16/2026 between 08:00AM and 02:30PM the department conducted interviews with Staff #1-#5 and Residents #1-#8. Out of those interviewed 5 out of 5 Staff denied the above allegation. Out of 8 residents interviewed, 7 out of 8 residents denied the above allegation.
On 09/17/26 the department reviewed ADL Charting logs and Service Plans for R2, R9, R10 dated 08/20/25, 08/21/26 and 08/28/24 obtained from the facility and it showed that bathing, dressing, grooming, toileting, and mobility is a part of their daily care and is documented on ADL Charting Log on a monthly basis. The department also reviewed the residents Care Staff Assignment documents, and it showed that there were an adequate amount of care givers assigned to all of the residents on each floor.
Based on the information gathered, interviews conducted, and an analysis of records reviewed, the department found no evidence to support the allegation mentioned above. 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.
Allegation: Staff do not provide transportation services for the residents
It is alleged that staff do not provide transportation for residents, leaving them without safe or reliable access to medical and community resources.
On 09/16/2026 between 09:40AM and 04:45PM the department conducted an interview with Staff #1 (S1) Administrator Azucena Reyes. During the interview the department asked S1, what is the facility’s procedure for helping residents obtain transportation services, including Access, medical appointments, or other outings?
S1 explained that the facility has a social worker that helps the residents schedule their transportation ahead of time for their appointments. S1 also said that we have a van and driver who will take them to their appointments and our in-house social worker will assist them in getting set-up to use Access, which helps them get around to their personal outings and to their medical appointments on time as well.
On 09/16/2026 between 08:00AM and 02:30PM the department conducted interviews with Staff #1-#5 and Residents #1-#8. Out of those interviewed 5 out of 5 Staff denied the above allegation. Out of 8 residents interviewed, 7 out of 8 denied the above allegation.
On 09/17/26 the department reviewed an email that was scheduled for R2 to be transported for dialysis treatment by the facility’s social worker. The department also reviewed and transportation logs obtained from the facility, that showed scheduled transportation for R3 and various residents for scheduled medical appointments by the facilities social worker.

CONTINUED ON LIC9099-C
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Troy Watson
LICENSING EVALUATOR SIGNATURE:

DATE: 09/17/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/17/2026
LIC9099 (FAS) - (06/04)
Page: 5 of 6
Control Number 11-AS-20260908083514
STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)		CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
EL SEGUNDO ASC, 400 CONTINENTAL BLVD, STE 340
EL SEGUNDO, CA 90245
FACILITY NAME: WEST PICO TERRACE ASSISTED LIVING CENTER LP
FACILITY NUMBER: 197608888
VISIT DATE: 09/17/2026
NARRATIVE
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Based on the information gathered, interviews conducted, and an analysis of records reviewed, the department found no evidence to support the allegation mentioned above. 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.

An exit interview was conducted with the Administrator Azucena Reyes, and a copy of this report was provided.
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Troy Watson
LICENSING EVALUATOR SIGNATURE:

DATE: 09/17/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 09/17/2026
LIC9099 (FAS) - (06/04)
Page: 6 of 6