435202744-8-12-2026-26-AS-RMAO-DXY2FX-20260915172212

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 435202744
Report Date: 08/12/2026
Date Signed: 08/12/2026 03:46:24 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

This is an official report of an unannounced visit/investigation of a complaint received in our office on
04/07/2026 and conducted by Evaluator Manuel Monter

COMPLAINT CONTROL NUMBER: 26-AS-20260407085234

FACILITY NAME:	IVY PARK AT MILPITAS		FACILITY NUMBER:	435202744
ADMINISTRATOR:	MEGHIAN GEUL		FACILITY TYPE:	740
ADDRESS:	80 CEDAR WAY		TELEPHONE:	(408) 770-9575
CITY:	MILPITAS	STATE: CA	ZIP CODE:	95035
CAPACITY:	225	CENSUS: 212	DATE:	08/12/2026
		UNANNOUNCED	TIME BEGAN:	09:30 AM
MET WITH:	Health Services Director Cathy Lourdes Platon		TIME COMPLETED:	04:00 PM

ALLEGATION(S):

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Staff do not ensure residents' needs are being met due to lack of staff.
Staff does not ensure residents' showering needs are being met.
Staff does not provide adequate meal service to residents.
Staff does not ensure residents' laundry services are being met in a timely manner.

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Monter conducted an unannounced complaint inspection to deliver the findings on the above allegations. LPA met with Health Services Director Cathy Lourdes Platon

On April 07, 2026, the Department received a complaint alleging Staff does not ensure residents' laundry services are being met in a timely manner.

On April 10, 2026, Licensing Program Analyst Steve Chang residents R1-R5. 4 Out of 5 residents (R1, R2, R4 R5) stated they received laundry services from staff, but did not provide additional information regarding the allegation due to neurocognitive disorder. R3 did not provide any relevant information regarding the allegation due to neurocognitive disorder.

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Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Romeo Manzano
LICENSING EVALUATOR NAME: Manuel Monter
LICENSING EVALUATOR SIGNATURE:	DATE: 08/12/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/12/2026

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 7

Control Number 26-AS-20260407085234

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

FACILITY NAME: IVY PARK AT MILPITAS	FACILITY NUMBER: 435202744
	VISIT DATE: 08/12/2026

NARRATIVE

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On May 22, 2026, Licensing Program Analyst Manuel Monter and Steve Chang interviewed staff S1-S5. 3 Out of 5 staff (S2-S4) stated they are not aware of any issue or instance of neglect in regards to the facility not following the laundry schedule or doing the laundry for the residents in general.

S1 stated there have also been instances, like 1-2 individual instances a month where facility staff are so busy, and they are not able to do all the residents scheduled laundry for that individual day. S1 stated this happens due to lack of staffing, instances where a staff call out.

S5 stated he/she has observed residents’ laundry stacked up 5 days past the laundry scheduled date. S5 stated this happening to individual residents 1-2x a week. S5 stated the he/she has told the memory care director and the ADM, but it’s not being addressed.

On May 22, 2026, Licensing Program Analyst Manuel Monter interviewed resident R6-R9. 4 out of 4 residents (R6-R9) stated they are not aware of any instance where a residents laundry needs were neglected.

On May 22, 2026, Licensing Program Analyst Manuel Monter toured the following bedrooms with Administrator Meghian Geul. LPA toured the following but not limited to: 105 A+B, 104 A+B, 109, 110, 103 A+B, 111, 102 A+B, 101 A+B, 114, 100 A+B, 115 A+B, 125, 126, 127 A+B, 141, 128, 140, 129, 130, 139, 138 A+B, 137, 132, 133, 136A, 134 B, 135, 113, 272, 263. During the tour LPA did not observe any instance where a residents laundry needs were neglected.

On June 16, 17, and July 23, 2026, Licensing Program Analyst Manuel Monter interviewed staff S6- S10. 5 out of 5 staff (S6-S10) stated they are not aware of any instance where a residents laundry needs were neglected.

On July 23, 2026, Licensing Program Analyst Manuel Monter interviewed resident R10-R20. 11 Out of 11 residents (R10-R20) stated they have not had any issues with their laundry services or experienced any instances where their laundry needs were neglected.

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SUPERVISORS NAME: Romeo Manzano
LICENSING EVALUATOR NAME: Manuel Monter
LICENSING EVALUATOR SIGNATURE:	DATE: 08/12/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/12/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 7

Control Number 26-AS-20260407085234

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

FACILITY NAME: IVY PARK AT MILPITAS	FACILITY NUMBER: 435202744
	VISIT DATE: 08/12/2026

NARRATIVE

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Based on investigation, records reviewed, and interviews conducted, the Department found that the above allegation as UNSUBSTANTIATED. An unsubstantiated finding indicates that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove that the allegations did or did not occur.

Staff does not provide adequate meal service to residents.

On April 07, 2026, the Department received a complaint alleging Staff does not provide adequate meal service to residents.

On April 10, 2026, Licensing Program Analyst Steve Chang residents R1-R5. 2 Out of 5 residents (R1, R5) stated they received laundry services from staff but did not provide additional information regarding the allegation due to neurocognitive disorder. 3 Out of 5 residents (R2-R4) did not provide any relevant information regarding the allegation due to neurocognitive disorder.

On May 22, 2026, Licensing Program Analyst Manuel Monter and Steve Chang interviewed staff S1-S5. Staff S2 and S4 stated they are not aware of any instances where residents did not receive their meals. Staff S1, S3, and S4 stated they are not aware of any time when residents breakfast was delayed until 10am. Staff S1 and S3 stated they heard about a resident not receiving their meal, but doesn’t know the details.

S5 stated breakfast has been delayed, when served to the residents. S5 stated when they are short staffed, and only have 2 care givers and 1 medtech for over 30 residents, its not feasible to get every resident up, dressed and ready for breakfast by 8:00-8:30am.

On May 22, 2026, Licensing Program Analyst Manuel Monter interviewed resident R6-R9. 4 out of 4 residents (R6-R9) stated they are not aware of any instance where a residents meal was not given and or is aware of any issues with the facility’s meal service.

On June 16, 17, and July 23, 2026, Licensing Program Analyst Manuel Monter interviewed staff S6- S10. 5 out of 5 staff (S6-S10) stated they are not aware of any instances where residents did not receive their meals. Page 3 Out of 7

SUPERVISORS NAME: Romeo Manzano
LICENSING EVALUATOR NAME: Manuel Monter
LICENSING EVALUATOR SIGNATURE:	DATE: 08/12/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/12/2026

LIC9099 (FAS) - (06/04)

Page: 3 of 7

Control Number 26-AS-20260407085234

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

FACILITY NAME: IVY PARK AT MILPITAS	FACILITY NUMBER: 435202744
	VISIT DATE: 08/12/2026

NARRATIVE

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On July 23, 2026, Licensing Program Analyst Manuel Monter interviewed resident R10-R20. 9 Out of 11 residents (R10- R16, R19-R20) stated they are not aware of any instance where a residents meal was not given and or is aware of any issues with the facility’s meal service.

R17 and R18 stated they have had issues with the meal deliver service, resulting in their meal being delayed. R17 and R18 stated they had made an order at 3:30pm, but it was not delivered until 6:15pm, after R18 went to the front desk to question the whereabouts of their meal.

Based on investigation, records reviewed, and interviews conducted, the Department found that the above allegation as UNSUBSTANTIATED. An unsubstantiated finding indicates that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove that the allegations did or did not occur.

Staff does not ensure residents' showering needs are being met.

On April 07, 2026, the Department received a complaint alleging Staff does not ensure residents' showering needs are being met.

On April 10, 2026, Licensing Program Analyst Steve Chang residents R1-R5. 4 Out of 5 residents (R1, R2, R4 R5) stated they shower services from staff, but did not provide additional information regarding the allegation due to neurocognitive disorder. R3 did not provide any relevant information regarding the allegation due to neurocognitive disorder.

On May 22, 2026, Licensing Program Analyst Manuel Monter and Steve Chang interviewed staff S1-S5. 3 Out of 5 staff, (S2 S4 S5) stated there hasn’t been a time when a resident was neglected their shower.

2 Out of 5 staff (S1, S3) stated there has been instances where a resident was scheduled to have a shower and wanted a shower, but was not given a shower, due to being short staffed. S3 stated this occurs at least once a month.

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SUPERVISORS NAME: Romeo Manzano
LICENSING EVALUATOR NAME: Manuel Monter
LICENSING EVALUATOR SIGNATURE:	DATE: 08/12/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/12/2026

LIC9099 (FAS) - (06/04)

Page: 4 of 7

Control Number 26-AS-20260407085234

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

FACILITY NAME: IVY PARK AT MILPITAS	FACILITY NUMBER: 435202744
	VISIT DATE: 08/12/2026

NARRATIVE

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On May 22, 2026, Licensing Program Analyst Manuel Monter interviewed resident R6-R9. 4 out of 4 residents (R6-R9) stated they are not aware of any instance where a resident’s shower was neglected.

On May 22, 2026, Licensing Program Analyst Manuel Monter toured the following bedrooms with Administrator Meghian Geul. LPA toured the following but not limited to: 105 A+B, 104 A+B, 109, 110, 103 A+B, 111, 102 A+B, 101 A+B, 114, 100 A+B, 115 A+B, 125, 126, 127 A+B, 141, 128, 140, 129, 130, 139, 138 A+B, 137, 132, 133, 136A, 134 B, 135, 113, 272, 263. During this tour, LPA did not observe any residents in a soiled or disheveled state.

On June 16, 17, and July 23, 2026, Licensing Program Analyst Manuel Monter interviewed staff S6- S10. 5 out of 5 staff (S6-S10) stated there hasn’t been a time when a resident was neglected their shower.

On July 23, 2026, Licensing Program Analyst Manuel Monter interviewed resident R10-R20. 4 Out of 11 residents (R11, R14, R16, R19) stated they are not aware of any instance where a resident’s shower was neglected. 7 Out of 11 residents (R10, R12, R13, R15, R17, R18, R20 ) stated they do not need assistance with showers.

Based on investigation, records reviewed, and interviews conducted, the Department found that the above allegation as UNSUBSTANTIATED. An unsubstantiated finding indicates that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove that the allegations did or did not occur.

Staff do not ensure residents' needs are being met due to lack of staff.

On April 07, 2026, the Department received a complaint alleging Staff do not ensure residents' needs are being met due to lack of staff.

On April 10, 2026, Licensing Program Analyst Steve Chang residents R1-R5. 5 Out of 5 residents (R1-R5) did not provide any relevant information regarding the allegation due to neurocognitive disorder.

On May 22, 2026, Licensing Program Analyst Manuel Monter and Steve Chang interviewed staff S1-S5. S4 stated there is enough staff to meet the needs of the residents. Page 5 Out of 7

SUPERVISORS NAME: Romeo Manzano
LICENSING EVALUATOR NAME: Manuel Monter
LICENSING EVALUATOR SIGNATURE:	DATE: 08/12/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/12/2026

LIC9099 (FAS) - (06/04)

Page: 5 of 7

Control Number 26-AS-20260407085234

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

FACILITY NAME: IVY PARK AT MILPITAS	FACILITY NUMBER: 435202744
	VISIT DATE: 08/12/2026

NARRATIVE

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S2 stated when the memory care unit is dealing with short staff, there might be some delay with care. S2 stated its hard to know when they will be short staff. S2 stated last minute call outs can make things difficult.

S1 stated there have been instances where a resident was scheduled to have a shower and wanted a shower, but was not given a shower, due to lack of staffing. S1 stated there have also been instances, like 1-2 individual instances a month where facility staff are so busy, and they are not able to do all the residents scheduled laundry for that individual day. S1 stated this happens due to lack of staffing, instances where a staff call out.

S3 stated there has been instances where a resident was scheduled to have a shower and wanted a shower, but was not given a shower that day. S3 stated this happens whenever they are short staffed.

S5 stated regarding the staffing in the memory care unit: there is supposed to be 4 care givers and 1 medtech during Am and PM shift. S5 stated the issue is when there is unexpected call outs it and the facility isn’t able to add a new staff immediately, it leaves the other staff with the responsibility of the other staffs work / groupings. S5 stated whenever they are short staffed, it results in a delay in care. S5 stated he/she isn’t happy that they had a pregnant employee who wasn’t able to help out as much as possible.

On May 22, 2026, Licensing Program Analyst Manuel Monter interviewed resident R6-R9. 3 out of 4 residents (R6, R8, R9) stated there is enough staff to meet the needs of the residents. R7 stated when all the staff go to work, then there is enough staff but if a staff member calls out sick, there is less staff, which causes a delay. R7 stated he/she is eventually assisted, but it takes longer.

On May 22, 2026, Licensing Program Analyst Manuel Monter toured the following bedrooms with Administrator Meghian Geul. LPA toured the following but not limited to: 105 A+B, 104 A+B, 109, 110, 103 A+B, 111, 102 A+B, 101 A+B, 114, 100 A+B, 115 A+B, 125, 126, 127 A+B, 141, 128, 140, 129, 130, 139, 138 A+B, 137, 132, 133, 136A, 134 B, 135, 113, 272, 263. 38 Out of 39 bedrooms were observed as clean/orderly and in good repair. 1 Out of 39 bedrooms were observed requiring housekeeping which was addressed during the visit.

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SUPERVISORS NAME: Romeo Manzano
LICENSING EVALUATOR NAME: Manuel Monter
LICENSING EVALUATOR SIGNATURE:	DATE: 08/12/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/12/2026

LIC9099 (FAS) - (06/04)

Page: 6 of 7

Control Number 26-AS-20260407085234

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CENTRAL COAST CR/RES, 2580 N. FIRST STREET, STE. 350
SAN JOSE, CA 95131

FACILITY NAME: IVY PARK AT MILPITAS	FACILITY NUMBER: 435202744
	VISIT DATE: 08/12/2026

NARRATIVE

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On June 16, 17, and July 23, 2026, Licensing Program Analyst Manuel Monter interviewed staff S6- S10. 4 out of 5 staff (S7 S8 S9-S10) stated there isn’t enough staff to meet the needs of residents in care. S9 stated there are 4 care givers during AM/PM shift and the facility has over 200 residents. S9 stated when they have call outs, it becomes difficult for the staff working to meet the needs of the residents. S10 stated staffing levels have decreased. S10 stated when he/she started, the assisted living side had 170 residents with 5 care givers in the AM/PM shift. S10 stated the assisted living AM/PM now operates with 4 care givers. 1 Out of 5 staff (S6) stated there is enough staff to meet the needs of the residents.

On July 23, 2026, Licensing Program Analyst Manuel Monter interviewed resident R10-R20. 10 Out of 11 residents (R10-R15, R17-R20) stated there is enough staff to meet the needs of the residents. Resident R16 stated sometimes there isn’t enough staff to help residents and respond to pendants. R16 stated they need to hire more staff to meet the needs of the residents.

On July 27, 2026, Licensing Program Analyst Manuel Monter interviewed Witness W1. W1 stated he/she has observed a pattern of staff calling out sick or being unable to report to work. W1 stated he/she observed on April 8, 2026 there were only 2 care givers on duty. W1 stated on April 20, 2026, he/she observed only 3 care givers working at the facility. LPA asked W1 how he/she determined there were only two or three staff present on the days he/she observed this. LPA also asked whether W1 knew if the other staff might have been assisting residents in their bedrooms with showers or changing. W1 stated that his/her observation was based on the number of staff he/she personally saw in the memory care unit and what staff had told him/her. W1 stated he/she has spoken to staff, who were upset due to under-staffing. W1 stated the staff have reported to him/her that the facility is short staffed.

Based on investigation, records reviewed, and interviews conducted, the Department found that the above allegation as UNSUBSTANTIATED. An unsubstantiated finding indicates that although the allegation may have happened or is valid, there is not a preponderance of evidence to prove that the allegations did or did not occur.

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SUPERVISORS NAME: Romeo Manzano
LICENSING EVALUATOR NAME: Manuel Monter
LICENSING EVALUATOR SIGNATURE:	DATE: 08/12/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 08/12/2026

LIC9099 (FAS) - (06/04)

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