Cloisters Of The Valley, Llc

Licensing Program Analyst (LPA), Natasha Persaud conducted an unannounced visit regarding the above mentioned allegation. LPA met with Executive Director (ED), Tia Suuronen-Goodwin and Business Office Director (BOD), Susie Dizon. During the investigation, the facility was briefly toured, records reviewed and interviews conducted with staff and outside sources. It was alleged staff did not issue resident's responsible party a refund. It was reported Resident #1 (R1) went to the hospital on 07/02/24 and did not return to the facility. On 07/16/24, R1's belongings were removed from the facility. Outside Source (OS) reported they were made aware of the refunded portion on 10/24/24 with a balance of $2649.64 and unable to obtain the refund. OS also reported the BOD wanted the balance donated back to the facility. OS interview confirmed they did not agree to donate the balance and would like their refund. LPA reviewed an email sent from the BOD to OS indicating the balance amount owed and coRead the full finding— CDSS inspection report, September 10, 2025 · control 08-AS-20250902111313

Licensing Program Analyst (LPA) Hannah Rodgers conducted an unannounced visit to deliver findings regarding the above complaint allegation. LPA introduced thelf and disclosed the purpose of the visit to Executive Director Tia Suuronen-Goodwin. On April 3, 2025, it was alleged that staff did not ensure facility had hot water. The Department’s investigation consisted of an unannounced facility visit, records review, and staff, resident, and outside source interviews. According to the allegation, the facility did not have hot water for multiple consecutive days and the staff at the facility were aware that hot water was not working properly at the facility. [Continued on LIC9099-C] SubstantiatedRead the full finding— CDSS inspection report, August 7, 2025 · control 08-AS-20250403163513

Licensing Program Analyst (LPA) Hannah Rodgers conducted an unannounced visit to deliver findings regarding the above complaint allegation. LPA introduced self and disclosed the purpose of the visit to Executive Director Tia Suuronen-Goodwin. On May 5, 2025, it was alleged that staff did not issue a refund to the resident or authorized representative in a timely manner. The Department’s investigation consisted of an unannounced facility visit, records review, and staff, resident, and outside source interviews. According to the allegation, Resident #1 (R1) moved out of the facility on April 8, 2025, but did not receive a refund for the remaining days of the month. On May 16, 2025 R1’s representative received a refund, although on May 27, 2025 it was discovered that R1 received such refund as an accidental charge for May and did not receive a refund for April. [Continued on LIC9099-C] UnsubstantiatedRead the full finding— CDSS inspection report, August 7, 2025 · control 08-AS-20250509152921

Licensing Program Analyst (LPA) Juliana Barfield conducted a subsequent complaint visit via telephone call regarding the above-mentioned allegations. LPA was connected to, identified herself to, and discussed the purpose of the telephone call with Executive Director Tia Suuronen-Goodwin. The Department's investigation consisted of records reviews and interviews with staff and outside sources. It was alleged that the Cloisters of the Valley (facility) staff did not seek timely medical care for Resident one (R1). Based on record review and interviews, R1 complained of stomach pain on 12/12/20 and 12/14/20 and staff scheduled a doctor visit for 12/16/20. When R1 had stomach cramps the following week, nursing staff and former Executive Director visited R1 on the Christmas holiday. R1 complained of stomach cramps on 01/02/21 and the staff gave R1 Tylenol. R1 felt sick on 1/05/21 and facility called 911. Based on records reviews and interviews, there is not substantial evidence to support thRead the full finding— CDSS inspection report, May 30, 2025 · control 08-AS-20210326122703

Licensing Program Analyst (LPA) Debbie Correia conducted an unannounced visit to deliver findings regarding the above-mentioned allegations. LPA identified herself to Business Director Susan Dizon, was granted entrance, and met with Resident Service Director (RSD) River Pagala, and discussed the purpose of the visit. The Department’s investigation consisted of facility, resident, and outside source records reviews, a facility tour, and staff interviews. It was alleged that Resident 1 (R1) was served an unlawful eviction, facility staff were not meeting R1’s needs, and facility staff did not treat R1 with dignity. A resident records review revealed R1 moved into the facility on March 19, 2020, with a Primary diagnosis of Invasive Ductal Carcinoma of the right breast with metastasis. Resident records also revealed R1’s did not have a history of aggressive or inappropriate behaviors, was able to leave unassisted, could communicate needs, and followed instructions. UnsubstantiatedRead the full finding— CDSS inspection report, November 14, 2024 · control 08-AS-20210514092305

Licensing Program Analyst (LPA) Iby Strong conducted an unannounced visit to initiate a complaint investigation on the above-mentioned allegation. LPA identified herself and discussed the purpose of the visit with Business Director Suzie Dizon. On September 26, 2024, Community Care Licensing (CCL) received a complaint alleging licensee financially abused Resident 1 (R1). During the investigation, LPA Strong collected pertinent resident records as well as facility documentation and conducted interviews. According to the allegation, R1 is expected to pay roughly $1398 per month out of pocket but is only receiving $1261 monthly from Social Security Income and the remaining balance of $137 per month is accumulating an ongoing balance for R1. Admissions Agreement reviewed revealed that R1 and responsible party agreed to a total monthly expense of $5,450 per month on October 24, 2023. UnsubstantiatedRead the full finding— CDSS inspection report, October 2, 2024 · control 08-AS-20240926070542

On 8/21/24, at about 9:00 AM, Licensing Program Analyst (LPA) Daniel Pena conducted a complaint investigation visit to the facility. After identifying himself, and explaining the purpose of the visit, LPA was allowed inside the facility. LPA discussed the elements of the complaint with Business Office Director, Suzie Dizon. On 07/31/2024, the Department received this complaint which alleged staff did not notify the responsible party of a resident's change in care. The Department's investigation included facility visits, interviews with residents, staff and outside sources and review of pertinent facility and outside agency records. Information obtained showed that staff transferred Resident 1 (See LIC811 to identify R1) from a private room to a shared room on July 22, 2024. Interviews with staff and an outside source revealed that on May 16, (CONTINUED ON LIC9099D) SubstantiatedRead the full finding— CDSS inspection report, August 21, 2024 · control 08-AS-20240731124908

Licensing Program Analyst (LPA) Daniel Pena conducted an unannounced visit to initiate a complaint investigation. LPA introduced himself and disclosed the purpose of the visit to Tia Suuronen-Goodwin, Executive Director. Upon completion of the visit and investigation, LPA delivered to Director Suuronen-Goodwin, the findings. On June, 4, 2024, CCLD received this complaint. It was alleged the Licensee did not provide Resident 1 (R1) or their representative a comprehensive description and fee schedule for services, as per the admission agreement. The Department’s investigation consisted of an unannounced facility visit, review of facility and resident records, and interviews with facility staff and outside sources. Staff interviews and record reviews provide evidence that the licensee transmitted, via electronic messaging, transaction records which listed the outstanding fees for R1’s care and services. (CONTINUED ON LIC9099-C) UnfoundedRead the full finding— CDSS inspection report, June 13, 2024 · control 08-AS-20240604153214

Licensing Program Analyst (LPA) Daniel Pena conducted an unannounced visit to deliver findings for the aforementioned allegations referenced in this complaint investigation. LPA identified himself and discussed the purpose of the visit with Executive Director, Tia Suuronen-Goodwin. On December 24, 2020, Community Care Licensing (CCL) received a complaint alleging resident medications were not administered by skilled professionals, staff did not follow physician medication orders; did not provide incontinence assistance and did not accord residents dignity. During the investigation, LPA conducted a facility tour, obtained and reviewed copies of resident and staff records and facility documentation and interviewed pertinent staff and outside sources. Three of the four employees named in this complaint no longer work for the facility. Efforts were made to interview the former employees but not all were cooperative. Those providing statements denied participating in or witnessing other staRead the full finding— CDSS inspection report, March 27, 2024 · control 08-AS-20201224134935

Licensing Program Analyst (LPA), Daniel Pena, conducted an unannounced visit to the facility to initiate a complaint investigation. After introducing and identifying himself, LPA met with Executive Director of Operations, Chad Coleman, and discussed the elements of the complaint. On 03/08/2024, the Department received the following allegations: unlawful eviction of resident, facility did not safeguard a resident’s belongings, and the facility did not respond to communications with a resident’s authorized representative. The Department’s investigation consisted of record reviews, and interviews with facility staff and outside sources. Per facility records, Resident 1 (R1) was admitted to the facility on 12/10/2019. LPA reviewed the Facility Residence and Care Agreement (admission agreement). LPA observed R1’s electronic signature throughout the agreement. LPA also observed a section of the document titled, “Appendix J, Eviction Procedures, 22 CCR 87224(a).” R1’s electronic signature wasRead the full finding— CDSS inspection report, March 15, 2024 · control 08-AS-20240308090955

On 11/17/2023, at about 9:35 AM, Licensing Program Analyst (LPA) Daniel Pena conducted an unannounced visit to conclude a complaint. LPA identified himself, presented his department identification and discussed the allegations and findings with Disha Hall, Executive Director. On 6/2/2022, the Department received a complaint, alleging neglect resulted in resident pressure injuries, urinary tract infections, skin conditions and falls. Additionally, it was alleged the facility staff did not administer medications according to physician orders, had insufficient staffing and did not address pest infestations. The Department’s investigation consisted of facility inspection, record reviews, and interviews with staff and outside sources. According to this complaint, an outside source stated that facility staff did not turn a resident as required, resulting in pressure injuries. Per record reviews, the resident had several diagnoses, including Dementia, COPD and hypertension. Records also noteRead the full finding— CDSS inspection report, November 17, 2023 · control 08-AS-20220622093140

On 11/15/2023, at about 8:45 AM, Licensing Program Analyst (LPA) Daniel Pena conducted an unannounced visit to investigate a complaint. LPA identified himself and discussed the allegation mentioned above with River Pagala, Resident Services Director. On 11/9/2023, the Department received a complaint, alleging the licensee did not inform a resident's authorized representative they (the resident) had shingles. The Department’s investigation consisted of facility inspection, record reviews, and interviews with staff and outside sources. According to the complaint, red spots were observed on Resident 1's (R1) body in August 2023. The facility sent a text message to an authorized representative that the facility physician prescribed a medicated ointment to address a rash on R1's body. The staff did not inform the authorized representative that R1 was diagnosed with shingles. According to the complaint, on October 31, 2023, a facility contract physician verbally advised R1's authorized repreRead the full finding— CDSS inspection report, November 15, 2023 · control 08-AS-20231109092101

On 9/14/2023 at about 9:30 AM, Licensing Program Analyst (LPA), Daniel Pena, conducted an unannounced complaint visit to the facility. After introducing and identifying himself, LPA met with Executive Director, Disha Hall, and discussed the elements of the complaint and purpose of the visit. During today's visit, LPA met with Director Hall to deliver investigative findings. On August 2, 2023, CCLD received a complaint alleging the facility did not communicate with Resident 1's (R1) representative prior to changing the R1's Primary Care Physician (PCP). It was also alleged; changes were made to R1's medications through a community based physician rather than consulting with R1's provider. The Department's investigation consisted of interviews with staff and outside sources as well as facility inspection and record reviews. It is undisputed, facility staff consulted with a community based provider in reviewing R1’s behavioral changes and medications. Records and interviews revealed, howeRead the full finding— CDSS inspection report, September 14, 2023 · control 08-AS-20230802134650

Licensing Program Analyst (LPA) Natasha Persaud conducted an unannounced visit to commence a complaint investigation. LPA identified herself and discussed the allegations mentioned above with Business Director, Susan Dizon, Resident Services Director, River Pagala, and Maintenance Director, Isaac Martinez. During today's visit, LPA briefly toured the facility, requested records, and interviewed staff. It was alleged the licensee did not allow visitation. Outside source interviews disclosed a resident's room had bed bugs and resident visitation was not allowed. Staff interviews revealed the residents in the infected room were isolated for fourteen (14) days. Designated staff were assigned to the room with appropriate PPE. Additional staff interviews revealed visitation was not allowed in the resident's room as a precautionary measure. However, the residents were allowed to leave the facility with visitors or visit outside. Further staff interviews revealed the residents were encouragedRead the full finding— CDSS inspection report, May 5, 2023 · control 08-AS-20230428140220

Licensing Program Analyst (LPA) Rebecca Ruiz conducted an unannounced complaint visit to conduct follow up regarding the above mentioned allegation. LPA was greeted by, identified herself to, and explained the purpose of the visit and the basic elements of the complaint with Resident Services Director River Pagala. During today’s visit, LPA observed residents in care and interviewed residents and staff. The Department's investigation consisted of interviews with residents, staff, and outside sources, records review, and a tour of the facility. It was alleged that the Licensee did not treat resident with dignity. Interviews and records review revealed that Resident 1 (R1) had a physician prescribed diet. Interviews revealed that Staff 1 (S1) accused R1 of not complying with the physician prescribed diet and that S1 would cancel R1's outside grocery services. Continued on LIC9099-C page... SubstantiatedRead the full finding— CDSS inspection report, April 26, 2023 · control 08-AS-20220518151446

Licensing Program Analyst (LPA) Marisela Garcia-Centeno conducted an unannounced complaint investigation visit to open an investigation and deliver findings on the above allegation. LPA was granted entry by Executive Director, Disha Hall to whom LPA discussed the purpose of the visit and the basic elements of the allegation mentioned above with . The Department investigated the above listed complaint allegation. The investigation consisted of interviews with staff and outside sources, and records review, including electronic mail correspondence. On February 21, 2023, Community Care Licensing (CCL) received a complaint alleging that facility staff did not answer the facility’s phone. It was specifically alleged that an outside source had difficulties obtaining information from staff during a COVID-19 outbreak on December 27, 2022. According to outside sources they made multiple phone calls between December 28, 2022 and February 21, 2023 when facility staff did not return voice mail messRead the full finding— CDSS inspection report, February 27, 2023 · control 08-AS-20230221113754

Licensing Program Analyst (LPA) Dang Nguyen conducted an unannounced subsequent visit to deliver findings regarding the above prior complaint allegations. LPA was welcomed by and identified himself to Receptionist Rebecca Lane. LPA then met with and discussed the purpose of the visit with Business Office Director Susan Dizon. It was alleged facility staff did not give Resident #1 (R1) medication as prescribed, as illustrated by: a) staff “doubled” the Potassium Chloride and Bumex doses given to R1, leading to their hospitalization, and b) on other occasions, R1 entirely missed (staff did not give) prescribed doses. It was also alleged culinary Staff #1 (S1) did not treat R1 with dignity. CCLD’s investigation involved multiple unannounced facility tours/welfare checks, interviews of R1 and pertinent staff, and review of relevant facility care and administrative records. [CONTINUED ON LIC 9099-C, 1 of 3] SubstantiatedRead the full finding— CDSS inspection report, January 25, 2023 · control 08-AS-20210714132834

Licensing Program Analyst (LPA) Dang Nguyen conducted an unannounced subsequent visit to deliver findings regarding the above prior complaint allegations. LPA was welcomed by and identified himself to Receptionist Rebecca Lane. LPA then met with and discussed the purpose of the visit with Business Office Director Susan Dizon. It was alleged licensee did not provide Resident #1 (R1) needed personal care because on multiple occasions R1 was observed with unclean hair or wearing the same clothes over consecutive days. It was also alleged licensee restricted R1's right to receive visitors. CCLD’s investigation involved multiple unannounced facility tours/welfare checks and interviews of pertinent facility staff and outside sources. Relevant care and administrative records, hospice records, outside records, and digital images/videos were also reviewed. [CONTINUED ON LIC 9099-C, 1 of 3] SubstantiatedRead the full finding— CDSS inspection report, January 25, 2023 · control 08-AS-20211216150024