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Department of
SOCIAL SERVICES

Community Care Licensing


COMPLAINT INVESTIGATION REPORT

Facility Number: 198320417
Report Date: 08/17/2026
Date Signed: 08/17/2026 03:57:57 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
06/17/2026 and conducted by Evaluator Felisa Shirley
PUBLIC
COMPLAINT CONTROL NUMBER: 11-AS-20260617125601
FACILITY NAME:BRITTANY HOUSEFACILITY NUMBER:
198320417
ADMINISTRATOR:ESPERANZA NAAKTGEBORENFACILITY TYPE:
740
ADDRESS:5401 E CENTRALIA STTELEPHONE:
(562) 421-4717
CITY:LONG BEACHSTATE: CAZIP CODE:
90808
CAPACITY:170CENSUS: 118DATE:
08/17/2026
UNANNOUNCEDTIME BEGAN:
03:45 PM
MET WITH:Esperanza NaaktgeborenTIME COMPLETED:
04:00 PM
ALLEGATION(S):
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9
Staff verbally abused resident
Staff did not report the incident to the appropriate agencies
Staff are not providing resident's authorized representative with written incident reports
INVESTIGATION FINDINGS:
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*This report serves as an amendment to clarify findings. It does not supersede the complaint investigation findings reflected on report created 6/25/26.

On 8/17/26, Licensing Program Analyst (LPA) Felisa Shirley conducted an unannounced visit to this facility. LPA was met by Esperanza Naaktgeboren, Executive Director and explained the purpose of the visit is to investigate and deliver findings for the allegations mentioned above. LPA was granted access to the facility.
The investigation consisted of the following:
On 06/23/26 LPA Shirley reviewed copies of the following records: Staff and Resident Roster, Identification and Emergency Information, Medical Assessment for Residential Care facilities for the Elderly, Service Plan, Resident assessment, Incident report, dated 6/13/26, S5 Human Resource Status Change, S6 Resignation letter, 24 Hour Communication Log. LPA Felisa Shirley conducted a tour of the facility. LPA Shirley interviewed Staff 1 – Staff 8 (S1 – S8), and Resident 2 – Resident 6 (R2-R6). Resident 1 (R1) is hospitalized and cognitively impaired, not available to be interviewed.
Con'd on 9099-C
Unsubstantiated
Estimated Days of Completion:
SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Felisa Shirley
LICENSING EVALUATOR SIGNATURE:

DATE: 08/17/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/17/2026
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 3
Control Number 11-AS-20260617125601
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: BRITTANY HOUSE
FACILITY NUMBER: 198320417
VISIT DATE: 08/17/2026
NARRATIVE
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The investigation revealed the following:

Allegation: Staff verbally abused resident

It is being alleged that R1 was verbally abused by a caregiver at Brittany House. Per interviews on 6/24/26, S5 stated that R1 was having behaviors, screaming and trying to fall to the floor. S5 stated that she called S6 for advice on how to assist R1 as R1 was upsetting other residents. S5 stated that S6 told her that it was okay to let R1 fall out on the floor as it was the best way to assist her. LPA Shirley interviewed S2 on 6/23/26, per interview, the Long Beach Police Department was called but no one came out to take a report.

LPA interviewed staff 1 – staff 8 (S1 – S8). Of those interviewed 3 out of 8 denied the allegation, 3 confirmed the allegation and 2 did not know. LPA interviewed resident 2 – resident 6 (R2 – R6). Of those who interviewed 5 out of 5 denied the allegation.

Based on information gathered, LPA did not find sufficient evidence to support the allegation “Staff verbally abused resident,” therefore, the allegation is unsubstantiated.

Allegation: Staff did not report the incident to the appropriate agencies

It is being alleged that facility staff failed to report incident information to required agencies such as Licensing and to the local ombudsman office. On 6/23/26, LPA Shirley observed the incident report regarding R1, dated 6/13/26. LPA Shirley also reviewed the fax confirmation sheet dated 6/15/26 for Community Care Licensing (CCL) and also the fax confirmation sheet dated 6/15/26 for the local ombudsman.

LPA interviewed staff 1 – staff 8 (S1 – S8). Of those interviewed 5 out of 8 denied the allegation, 2 staff confirmed the allegation and 1 was not sure. LPA interviewed resident 2 – resident 6 (R2 – R6). Of those who interviewed 5 out of 5 were not sure.

Based on information gathered, LPA did not find sufficient evidence to support the allegation “Staff did not report the incident to the appropriate agencies,” therefore, the allegation is unsubstantiated.

Con'd on 9099-C

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Felisa Shirley
LICENSING EVALUATOR SIGNATURE:

DATE: 08/17/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/17/2026
LIC9099 (FAS) - (06/04)
Page: 2 of 3
Control Number 11-AS-20260617125601
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: BRITTANY HOUSE
FACILITY NUMBER: 198320417
VISIT DATE: 08/17/2026
NARRATIVE
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Allegation: Staff are not providing residents authorized representative with written incident reports

It is being alleged that a family member requested that all incident reports and concerns be provided to them in writing and this request has not been fulfilled. The family member stated that they are only notified verbally. Per interview with S2 on 6/23/26, incident reports are confidential and internal only. Per S2, staff are required to notify family and responsible parties verbally only.

LPA interviewed staff 1 – staff 8 (S1 – S8). Of those interviewed 3 out of 8 denied the allegation, 2 staff confirmed the allegation and 3 did not know. LPA interviewed resident 2 – resident 6 (R2 – R6). Of those who interviewed 2 out of 5 denied the allegation and 3 were not sure.

Based on information gathered, LPA did not find sufficient evidence to support the allegation “Staff are not providing resident's authorized representative with written incident reports,” therefore, the allegation is unsubstantiated.

No deficiencies were cited for these allegations.

An exit interview was conducted and a copy of this report was provided to the Executive Director, Esperanza Naaktgeboren.

SUPERVISORS NAME: Stephanie Cifuentes
LICENSING EVALUATOR NAME: Felisa Shirley
LICENSING EVALUATOR SIGNATURE:

DATE: 08/17/2026
I acknowledge receipt of this form and understand my licensing appeal rights as explained and received.
FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/17/2026
LIC9099 (FAS) - (06/04)
Page: 3 of 3