306006195-8-27-2026-22-AS-AINZ-DY2PH3-20260918111914

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 306006195
Report Date: 08/27/2026
Date Signed: 08/27/2026 05:47:08 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868

This is an official report of an unannounced visit/investigation of a complaint received in our office on
04/22/2026 and conducted by Evaluator Michael Tea

COMPLAINT CONTROL NUMBER: 22-AS-20260422115343

FACILITY NAME:	WESTMINSTER TERRACE		FACILITY NUMBER:	306006195
ADMINISTRATOR:	CARMEN GALICIA		FACILITY TYPE:	740
ADDRESS:	7571 WESTMINSTER BLVD		TELEPHONE:	(714) 891-6608
CITY:	WESTMINSTER	STATE: CA	ZIP CODE:	92683
CAPACITY:	152	CENSUS: 119	DATE:	08/27/2026
		UNANNOUNCED	TIME BEGAN:	02:30 PM
MET WITH:	Carmen Galicia		TIME COMPLETED:	05:00 PM

ALLEGATION(S):

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- Staff do not provide resident with comfortable furnishings
- Staff speaks inappropriately to residents
- Staff do not respond to resident's calls for assistance in a timely manner

INVESTIGATION FINDINGS:

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On this day, Licensing Program Analyst (LPA) Michael Tea conducted an unannounced visit to conclude the complaint investigation and deliver findings. LPA Tea was greeted and granted entry by Executive Director (ED) Carmen Galicia. LPA explained the purpose of the visit.

The Department received a complaint on April 22, 2026. During the investigation, LPA Tea interviewed Resident 1 (R1), other residents, facility staff, and relevant witnesses. LPA also reviewed and obtained pertinent records and documentation.

It was alleged that staff do not provide resident with comfortable furnishings. The investigation revealed the following: R1 reported that certain equipment provided by the facility was uncomfortable or did not meet R1's preferences, including the Hoyer lift sling, walker, and shower chair. R1 requested different equipment and expressed concerns regarding the sling used during transfers.
(Complaint Investigation Report continued on LIC9099C)

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 08/27/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/27/2026

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 4

Control Number 22-AS-20260422115343

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868

FACILITY NAME: WESTMINSTER TERRACE	FACILITY NUMBER: 306006195
	VISIT DATE: 08/27/2026

NARRATIVE

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Staff interviewed stated that the facility attempted to accommodate R1's changing care and mobility needs. Records reviewed identified R1 as non-ambulatory and requiring extensive assistance with activities of daily living. R1's service plan identified the use of a wheelchair, shower chair, mechanical lift, and two-person assistance with transfers.

Facility management acknowledged that R1 initially received a regular twin bed upon admission and that a hospital bed was provided approximately one and a half weeks later. Management also reported efforts to obtain additional equipment, including a more appropriate medical bed and air-loss mattress, based on R1's changing needs.

Resident interviews regarding furnishings and equipment were mixed. Some residents reported that the facility provided comfortable or appropriate accommodations, while others expressed concerns regarding the availability or timeliness of obtaining certain equipment. An outside witness also confirmed that R1 had expressed concerns regarding the Hoyer lift sling and communication with the facility regarding obtaining a different sling.

Although R1 expressed dissatisfaction with certain equipment, records and interviews showed that the facility provided equipment and continued to address R1's changing care and mobility needs. The evidence obtained was insufficient to establish that the facility did not provide R1 with comfortable furnishings and equipment.

It was alleged that staff speaks inappropriately to residents. The investigation revealed the following: R1 reported that staff made jokes and comments that R1 considered insulting or inappropriate. Six out of six (6 of 6) staff interviewed denied observing or engaging in inappropriate communication toward R1. Staff stated that residents are expected to be treated with dignity and respect. Staff also reported receiving training regarding residents' personal rights, customer service, dignity, and appropriate communication. Records reviewed confirmed that staff received training related to the respectful treatment of residents.

The majority of residents interviewed did not report witnessing staff speak inappropriately to R1 or other residents. One resident stated that staff were respectful toward R1 and had not heard staff make inappropriate comments toward R1. Another resident described staff as nice and denied hearing staff speak
(Complaint Investigation Report continued on LIC9099C)

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 08/27/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/27/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 4

Control Number 22-AS-20260422115343

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868

FACILITY NAME: WESTMINSTER TERRACE	FACILITY NUMBER: 306006195
	VISIT DATE: 08/27/2026

NARRATIVE

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inappropriately to R1. One resident reported not always feeling respected by staff and stated that staff sometimes joked with the resident; however, the resident denied observing staff yell at residents.
Although R1 reported inappropriate comments by staff, the allegation was not sufficiently corroborated through interviews, records, or other evidence obtained during the investigation.

It was alleged that staff do not respond to resident's calls for assistance in a timely manner. The investigation revealed the following: R1 expressed concerns regarding staff response times when calling for assistance. LPA reviewed information regarding the facility's call-pendant system and interviewed residents and staff regarding response times.

Staff interviewed reported responding to residents' calls for assistance as soon as possible but acknowledged that response times may vary when staff are assisting other residents. Management reported that, on some occasions, a call may remain active until the resident's requested assistance has been completed, which may affect the recorded duration of the call.

Resident interviews provided mixed information regarding staff response times. Some residents reported experiencing delays, including one resident who estimated that staff had taken approximately one hour to respond on some occasions. Other residents reported that staff generally attempted to respond quickly. One resident reported that staff responded immediately when assistance was needed following a fall. Another resident stated that staff response times had previously been slower but had greatly improved.

Records reviewed showed that residents are provided with an emergency pendant system designed to alert staff when assistance is requested. Although the investigation identified reports of occasional delays, the evidence obtained did not establish a consistent pattern demonstrating that staff failed to respond to R1's calls for assistance in a timely manner.

Based on interviews conducted and records reviewed, the allegations that staff do not provide R1 with comfortable furnishings, staff speak inappropriately to residents, and staff do not respond to R1's calls for assistance in a timely manner are determined to be UNSUBSTANTIATED, meaning that although the allegations may have happened or are valid, there is not a preponderance of evidence to prove that the alleged violations occurred.
(Complaint Investigation Report continued on LIC9099C)

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 08/27/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/27/2026

LIC9099 (FAS) - (06/04)

Page: 3 of 4

Control Number 22-AS-20260422115343

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868

FACILITY NAME: WESTMINSTER TERRACE	FACILITY NUMBER: 306006195
	VISIT DATE: 08/27/2026

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	No deficiencies are being cited regarding the above allegations at this time. An exit interview was conducted with Executive Director (ED) Carmen Galicia, and a copy of this report was provided to the facility.

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Michael Tea
LICENSING EVALUATOR SIGNATURE:	DATE: 08/27/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/27/2026

LIC9099 (FAS) - (06/04)

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