Touching Hearts Boarding Care 1

Allegation investigated: Staff did not ensure that the resident's g-tube care needs were properly met by a skilled professional Staff were not able to communicate effectively with resident in care Staff handled resident in a rough manner

On 08/17/26, at 9:28am, Licensing Program Analyst (LPA) Gina Saucedo arrived at the facility to conduct an unannounced, subsequent complaint visit and was greeted by Margarita Mkrtchyan, Administrator. LPA explained the purpose of this visit was to gather additional information and deliver findings regarding this complaint. On 10/02/25, Licensing Program Analyst (LPA) Nadia Shahbazian conducted the initial, 10-day visit. On 08/17/26, LPA Saucedo asked for the census, staff, and resident rosters. On 08/17/26, at 10:35am, LPA Saucedo conducted a physical tour, interviewed staff and residents and delivered findings. LIC 9099C-continued Unsubstantiated Regarding the allegation: Staff did not ensure that the resident's (gastrostomy tube)-G-tube care needs were properly met by a skilled professional. It is alleged that Resident #1 (R1)’s g-tube was not monitored/cleaned by a skilled professional. During LPA’s interview with the reporting party (RP) they confirmed that R1 was not under Hospice Care but then during further interviewing, RP then stated R1 was under Hospice Care named “I Know Hospice Care” and RP also confirmed that R1 was transferred from a skilled nursing facility to the above facility and had already had a G-tube. The RP also stated the resident (R1) did not want to move out but the Power of Attorney (POA) requested to have R1 removed from the facility. LPA called R1’s POA but they did not answer. LPA also attempted to call R1 but RP did not want to provide LPA with R1’s location of residency and/or phone number to speak to them. During LPA’s interview with staff #1 (S1) they confirmed that R1 was transferred from a skilled nursing facility to their facility on 02/2025 under hospice care and already had a G-tube and was receiving services from “I know Hospice, Inc”. LPA reviewed and obtained the Hospice Enrollment for R1 that was sent to Community Care Licensing Department 02/01/2025. LPA obtained and reviewed R1’s Hospice notes that say staff were trained by them to check/monitor the G-tube and LPA received the sign-in and out of the Hospice Visits to R1. S1 and Staff #2 (S2) also confirmed that they were trained by the Hospice nurse to monitor and clean R1's G-tube. Furthermore, LPA obtained and reviewed R1’s Admission Agreement dated and signed 02/01/25, Identification and Emergency Information, Physician’s Report, Preplacement Appraisal Information, Resident Appraisal, Personal Rights, Telecommunications Device Notification and Appraisal Needs and Services Plan and the Unusual Incident/Injury Report that was sent to Community Care Licensing Department on 09/25/25 regarding R1's G-tube. Therefore, based on the interviews conducted and hospice documentation along with other relevant documents received the allegation(s) is UNSUBSTANTIATED at this time. Regarding the allegation: Staff were not able to communicate effectively with residents in care. It is alleged that the facility only speaks Armenian. During LPA’s interview with the reporting party (RP) they confirmed that they did not speak to the staff but was told the staff only speak Armenian and they don't speak English. During LPA’s interview with staff #1 (S1) and staff #2 (S2) it was confirmed that both staff speak English. In addition, to speaking English S1 also speaks and understands the Spanish and Armenian Language. S2 speaks both English and the Armenian language. During LPA’s interview with three (3) residents it was confirmed that staff at the facility do speak English and Spanish and there is no communication barrier between staff and residents. Therefore, based on the interviews conducted the allegation(s) is UNSUBSTANTIATED at this time. LIC 9099C-continued Regarding the allegation: Staff handled resident in a rough manner. It is being alleged that resident #1 (R1) was handled in a rough manner. During LPA’s interview with the reporting party (RP) they stated that it was reported to them that R1 was handled in a rough manner but when they went to the facility they did not notice them being rough with anyone. During LPA’s interview with staff #1 (S1) and staff #2 (S2) it was confirmed that they have never mistreated any residents and have never been rough to anyone. During LPA’s interview with three (3) residents they all confirmed that they have never been mistreated and/or handled in a rough manner. During LPA’s physical tour, LPA did not observe any residents being mistreated and/or handled in a rough manner. Therefore, based on the interviews conducted the allegation(s) is UNSUBSTANTIATED at this time. An exit interview was conducted, no citation(s) were issue, and a copy of this report was given to the Administrator.the state’s words, verbatim · CDSS document, Aug 17, 2026 · control 31-AS-20250929083531

Allegation investigated: Staff did not provide a safe environment for residents in care

On 08/10/26, at 9:45am, Licensing Program Analyst (LPA) Gina Saucedo arrived at the facility to conduct an unannounced, initial complaint visit and was greeted by Margarita Mkrtchyan, Administrator. LPA explained the purpose of this visit was to information and deliver findings for this complaint. On 08/10/26, LPA Saucedo asked for the census, staff, and resident rosters. On 08/10/26, at 10:35am, LPA Saucedo conducted a physical tour, interviewed staff, residents and delivered findings. LIC 9099C-continued Unsubstantiated Regarding the allegation: Staff did not provide a safe environment for residents in care. It is alleged that Resident #1 (R1)'s daughter is visiting the facility and creating an unsafe environment for residents in care. During LPA's interview wtih R1, R1 admitted that they get visits from all their daughters and none of them create an unsafe environment. Let it be noted, R1 is verbal and alert. LPA asked R1 if they want all of their daughters to visit them and R1 stated, "yes." LPA interviewed two (2) staff that confirmed that R1 does get visits from all their daughters with no issues. LPA reviewed and obtained R1's Face Sheet, Medical Assessment and Appraisal/Needs and Services Plan. R1's medical assessment does state that R1 is not to leave the facility unassisted and R1 was asked by LPA if they know they are not supposed to leave unassisted and R1 stated, "yes." LPA interviewed three (3) other residents that are happy living at the facility and have no issues with anyone and/or have not had an unsafe environment at the above facility. LPA also interviewed a witness on 08/07/26 who confirmed that the complaint was not supposed to be against the above facility but for one (1) of R1's daughters via APS-Adult Protective Services but because of the relationship to R1 they also had to confirm the welfare of R1. The witness along with the two (2) staff that were interviewed also confirmed that the Police Department showed up to do a welfare check and left due to no concerns. Therefore, based on the interviews conducted the allegation(s) is UNSUBSTANTIATED at this time. An exit interview was conducted, no citation(s) were issue, and a copy of this report was given to the Administrator.the state’s words, verbatim · CDSS document, Aug 10, 2026 · control 31-AS-20260804115602

Type of visit: Required - 1 Year

On 07/29/26, at 8:05AM, Licensing Program Analyst (LPA) Gina Saucedo met with Margarita Mkrtchyan, Administrator and Erna Gevoryan, Administrator Designee for a Required One (01) Year, Annual visit. LPA explained the reason for the visit. A tour of the physical plant was conducted at around 09:30AM and the following was noted: The facility is fire cleared for six (06) non-ambulatory of which one (01) may be bedridden and has hospice waiver of six (6). The facility is currently occupying six (06) residents. Bedrooms/Bathrooms: The facility has three (03) bedrooms and two (02) bathrooms. The three (3) bedrooms are shared and one of the bedrooms has a private bathroom. The living and dining room are neat and clean. The resident's rooms are adequately furnished with appropriate lighting. Hallways are well lit. Residents have enough personal hygiene products provided by the licensee. The bathroom was observed and had grab bars and slip mats. There are two (2) closets in the hallway with extra linen and hygiene. The kitchen is sufficiently stocked with at least seven (07) days perishable and seven (07) days non-perishable food. Frozen foods are wrapped and stored appropriately. Food storage and preparation areas are clean and inaccessible to pests. Knives and sharps are observed to be locked and inaccessible to residents in one (1) of the upper cabinets of the kitchen. Laundry detergents, cleaning agents and other toxins are locked away in the hallway in one (1) of the closets. The medication is locked and inaccessible to residents in the upper cabinets of the kitchen. Continue to LIC809-C The facility maintains a comfortable temperature at 72°F. The smoke and carbon monoxide detectors are hardwired, interconnected and observed to be operational. Fire extinguisher is located in the kitchen and observed to be fully charged and last inspected 01/2026. The hot water temperature was measured at 117.6°F. Laundry Room: The washer and dryer is in the kitchen Garage: LPA observed there to be no garage located within the premises. Backyard: The backyard of the facility is equipped with a designated shaded area with outdoor furniture for residents. The facility has outdoor furniture with a covered shaded area for residents, staff and visitors. The facility has swimming pool/body of water with appropriate locked fencing. The pool was empty and locked at the time of the visit. Smoke detectors and carbon monoxide observed to be working properly and were tested. Residents/Staff Records: LPA conducted a complete file review of six (6) resident records and four (4) staff records. Administration: LPA observed required postings such as Ombudsman,YES, Personal Rights, The liability insurance expires on 01/2027 and the Administrative Certificate expires on 10/2027. The last fire drill was July 2026. Exit interview conducted and a copy of this report was provided to the Administrator with no citation (s).the state’s words, verbatim · CDSS document, Jul 29, 2026

Type of visit: Required - 1 Year

Licensing Program Analyst (LPA) Abeye Duguma met with Margarita Mkrtchyan for a Required One (01) Year visit. LPA explained the reason for the visit. A tour of the physical plant was conducted at around 09:15 AM and the following was noted: The facility has outdoor furniture with a covered shaded area for residents and visitors. The facility has swimming pool/body of water with appropriate locked fencing. The pool was empty and locked at the time of the visit. The facility is fire cleared for six (06) non-ambulatory of which one (01) may be bedridden. The facility is currently occupying six (06) residents. The facility has a total of three (03) bedrooms and two (02) bathrooms. The living and dining room are neat and clean. The residents' rooms are adequately furnished with appropriate lighting. Hallways are well lit. Residents have enough personal hygiene products provided by the licensee. The bathroom was checked for cleanliness and proper operation. Towels and washcloths are not shared. There was enough clean linen available. The kitchen is sufficiently stocked with at least two (02) days perishable and seven (07) days non-perishable food. Frozen foods are wrapped and stored appropriately. Food storage and preparation areas are clean and inaccessible to pests. Knives and sharps are observed to be locked and inaccessible to residents. Laundry detergents, cleaning agents and other toxins are locked away. (continued on LIC 809-C) The facility maintains a comfortable temperature at 75°F. The smoke and carbon monoxide detectors are hardwired, interconnected and observed to be operational. Fire extinguisher is located in the kitchen and observed to be fully charged and last inspected 05/07/2025. The hot water temperature was measured at 110.4°F. LPA observed medication to be locked and inaccessible to residents. Facility maintains a complete first aid kit. No health and safety hazards noted during the visit. Exit interview conducted. Copy of this report issued.the state’s words, verbatim · CDSS document, Sep 27, 2025

Allegation investigated: Staff handled resident roughly. Staff did not change resident. Staff did not meet residents hygiene needs.

Licensing Program Analyst (LPA) Abeye Duguma conducted an unannounced initial complaint visit to this facility to investigate the above allegations. LPA met with Margarita Mkrtchyan and explained the reason for the visit. ---Staff handled resident roughly. It was alleged that Resident #1 (R1) was in the facility a day or two (02) when staff got aggressive, hit R1's knees against a wall while trying to change a diaper and beat R1 up. To investigate the allegation, on 07/09/2025 LPA conducted a physical plant tour at around 11:00 AM and interviewed one (01) staff from 12:00 PM to 12:30 PM and attempted to interview six (06) out of six (06) residents from 1:00 PM to 2:00 PM. On 09/26/2025, LPA interviewed one (01) additional staff and three (03) out of six (06) residents. (CONT. on LIC9099-C) Unsubstantiated During the physical plant tour, LPA did not observe any signs of abuse. During interviews with staff, all staff stated they have never handled the residents in a rough manner or banged their knees against a wall. During interviews with residents, three (03) out of six (06) residents stated they are not handled roughly or abused by staff. LPA was unable to interview other residents due to current health condition. Based on interviews and observations, there is not enough information to verify the allegation. Therefore, the allegation is UNSUBSTANTIATED at this time. ---Staff did not change resident. ---Staff did not meet residents hygiene needs. It was alleged that R1 was not provided any baths or hygiene support while at the board and care. To investigate the allegation, on 07/09/2025 LPA conducted a physical plant tour at around 11:00 AM and interviewed one (01) staff from 12:00 PM to 12:30 PM and attempted to interview six (06) out of six (06) residents from 1:00 PM to 2:00 PM. On 09/26/2025, LPA interviewed one (01) additional staff and three (03) out of six (06) residents. During the physical plant tour, LPA residents were clean and well groomed. LPA did not experience any malodor. During interviews with staff, all staff stated they change residents a minimum four (04) times a day or more if needed. Staff added facility has a shower schedule and residents are bathed every other day or more if needed. During interviews with residents, three (03) out of six (06) residents stated they are not left soiled for an extended time and have a shower schedule that facility follows. LPA was unable to interview other residents due to current health condition. Based on interviews and observations, there is not enough information to verify the allegation. Therefore, the allegation is UNSUBSTANTIATED at this time. No health and safety hazards noted during the visit. Exit interview conducted. Copy of this report issued.the state’s words, verbatim · CDSS document, Sep 26, 2025 · control 31-AS-20250703093729

Allegation investigated: Staff did not ensure resident's emergency care needs were met in a timely manner.

Licensing Program Analyst (LPA) Rosaura Valenzuela delivered the finding for the above noted allegation. LPA met with Margarita Mkrtchyan during a non-compliance conference. It was reported that staff did not ensure resident’s emergency care needs were met in a timely manner. To investigate this allegation on 12/07/2023, LPA Valenzuela initiated staff interviews between 3:00pm and 4:00pm. Interviews revealed that Resident #1 (R1) called the paramedics, due to leg pain, without informing facility staff. When the paramedics arrived, facility staff did not know why they were there. Paramedics took R1 to the hospital and did not tell staff to what hospital they were transported to. R1 did not complain of leg pain or swelling to staff. R1 had surgery a month prior and wanted an external fixation device removed. According to staff, R1 wanted to be transported to the hospital to have exams performed and the device removed but did not want to pay for a non-emergency ambulance. On 9/19/2023, between 2:00pm and 3:00pm, LPA reviewed facility records. Records confirmed what staff told LPA. Continue on 9099-C Unsubstantiated Based on interviews and record review, there is not sufficient information to support this allegation. Thus, the allegation is UNSUBSTANTIATED at this time. Exit interview conducted and a copy of the report was issued.the state’s words, verbatim · CDSS document, Sep 27, 2024 · control 31-AS-20231207084843

Type of visit: Office

On 9/27/2024 an Informal Conference was conducted at the Woodland Hills South Regional Office. Attendees were: Licensing Program Manager Naira Margaryan, Licensing Program Analyst Rosaura Valenzuela, and Licensee Margarita Mkrtchyan. This issues discussed during this meeting is also reflecting other facility(s) Licensed and or operated by the same Licensee/Administrator Margarita Mkrtchyan . The purpose of this Informal Conference was to discuss recent deficiencies issued to the facility since Licensure as well the Unlicensed Operation conducted by the Licensee representative/Administrator at 8051 Troost Ave. North Hollywood, CA 91605. The facility was Licensed on 1/26/2022. Within the last 2 years, the following deficiencies were observed, and citations were issued. On 08/09/2024 Woodland Hills North Regional Office received a complaint alleging unlicensed care at 8051 Troost Ave. North Hollywood, CA 91605. · 08/15/2024-Complaint #29-AS-20240809153317 substantiated the allegation of unlicensed care being provided at 8051 Troost Ave. North Hollywood, 91605 which was operated by Margarita Mkrtchyan. One (01) former resident at the facility required care and supervision which would necessitate a license through Community Care Licensing (CCL). The operator was notified to cease operations immediately. · 11-21-2023-Complaint #31-AS-20231101113303 substantiated the allegations that staff are not allowing resident to seek medical attention while in care and that staff did not seek medical attention for resident in care in a timely manner. Continue on 809-C 12-04-2023-A subsequent visit was made to issue deficiencies observed during the course of the investigation that was not directly related to Complaint #31-AS-2023101113303. Two civil penalties of $500 each were assessed. One was for retaining a resident with a prohibited health condition and the other was for having an employee that was not fingerprint cleared. Other deficiencies noted and cited were for administrator lacking qualifications, administrator did not notify licensing that a resident had entered into hospice care, and no copy of the written certification statement from resident’s terminal illness signed by the hospice doctor was available. Community Care Licensing issued the following deficiencies: 11-21-2023-87468.1(a)(16)-Personal Rights of Residents in All Facilities-Type A 11-21-2023-87465(g)-Incidental Medical & Dental Care-Type A 11-21-2023-87411(g)-Personnel Requirements-Type A 11-21-2023-87211(a)(11)(B)-Reporting Requirement-Type B 11-21-2023-87405(d)(1)(2)-Administrator Qualifications and Duties-Type B 12-04-2023-87615(a)-Prohibited Health Conditions-Type A Licensee was told that she can not be involved in any unlicensed operation. Licensee acknowledged having received this information. Licensee explained that her brother is renting rooms to people and that she is just a translator. She denies being involved in unlicensed care. Licensee has been advised that failure to complete the above agreed upon actions by the dates will result in this Department taking the following action(s): 1. The Licensee voluntarily agreed to participate to the Technical Support Program (TSP) offered by CCLD. 2. TSP referral will be submitted by LPA as soon as possible. The training will be offered and provided for the following topics. 87468.1(a)(16)-Personal Rights of Residents in All Facilities. 87465(g)-Incidental Medical & Dental Care. 87411(g)-Personnel Requirements. 87211(a)(11)(B)-Reporting Requirement. 87405(d)(1)(2)-Administrator Qualifications and Duties. 87615(a)-Prohibited Health Conditions. Licensee has been advised that failure to complete the above agreed upon actions within the time frame discussed with TSP analyst, will result in this Department taking the other adverse actions. 1. The Licensee understands and acknowledges that the Department, at its discretion, will make un-announced case management visits to monitor the licensee’s compliance. 2. The Department is not deprived of its authority to take appropriate formal legal action under the Health and Safety Code when such action is deemed necessary by the Director.the state’s words, verbatim · CDSS document, Sep 27, 2024

Type of visit: Required - 1 Year

Licensing Program Analyst (LPA) Abeye Duguma met with Margarita Mkrtchyan for a Required One (01) Year visit. LPA explained the reason for the visit. A tour of the physical plant was conducted at around 1:30 PM and the following was noted: There is one entrance being utilized at the facility. The facility has a total of three (03) bedrooms for residents and two (02) bathrooms. The facility is fire cleared for six (06) non-ambulatory of which one (01) may be bedridden. The facility is currently occupying four (04) residents. The facility has outdoor furniture with a covered shaded area for residents and visitors. The facility has a swimming pool/body of water with appropriate locked fencing. Laundry detergents, cleaning agents and other toxins are locked away. Kitchen is sufficiently stocked with at least two (02) days perishable and seven (07) days non-perishable food. Frozen foods are wrapped and stored appropriately. Food storage and preparation areas are clean and inaccessible to pests. Knives and sharps are observed to be locked and inaccessible to residents. The living and dining room are neat and clean. The facility maintains a comfortable temperature at 78°F. The smoke and carbon monoxide detectors are hardwired, interconnected and observed to be operational. Fire extinguisher is located in the kitchen, observed to be fully charged and last inspected on 01/11/2024. (continued on LIC 809-C) The residents' rooms are adequately furnished with appropriate lighting system. Hallways are well lit. Residents have enough personal hygiene product provided by the licensee. The bathroom was checked for cleanliness and proper operations. The hot water temperature was measured at 114.7°F. Towels and washcloths are not shared. There was enough clean linen available in the cabinets. LPA observed medication and first aid kit to be locked and inaccessible to residents. No health and safety hazards noted during the visit. Exit interview conducted. Copy of this report issued.the state’s words, verbatim · CDSS document, Aug 11, 2024

Allegation investigated: Staff not present to attend to residents.

Licensing Program Analyst (LPA) Abeye Duguma conducted an unannounced initial complaint visit to the facility to investigate the above allegation. LPA met with Licensee, Margarita Mkrtchyan, and explained the reason for the visit. --- Staff not present to attend to residents. It was alleged that residents are left unattended. To investigate the allegation on 02/09/2024 LPA conducted a physical plant tour at 12:30 PM, requested staff roster at 12:45 PM, interviewed 02 (two) staff at around 1:00 PM, interviewed two (02) out of (04) four residents at 1:30 PM and one (01) other party at 2:00 PM. During the physical plant tour, LPA observed that there were no cars parked in the driveway or in front of the house, however, staff was present in the facility. Staff roster shows that there is at least one (01) staff in the facility at all times. (CONT. on LIC9099-C) Unsubstantiated During interviews with staff, all staff stated resident are never left without care and supervision. Staff #1 (S1) added that because parking is limited, I have instructed staff not to park in the driveway so that visitors will have a place to park. During interviews with residents, two (02) out of four (04) residents stated they are never left unattended, and staff are available at all times. LPA was unable to interview the remaining two (02) out of four (04) residents. Other parties stated that they have never been inside the facility or witnessed residents being left unattended, but because no cars are parked at the house in the evening, suspects that residents are left unattended. Based on observations, record review and interviews, there is not enough information to verify the allegation. Therefore, the allegation is UNSUBSTANTIATED at this time. No health and safety hazards noted during the visit. Exit interview conducted and a copy of the report was issued.the state’s words, verbatim · CDSS document, Feb 9, 2024 · control 31-AS-20240201153254