Touching Hearts Boarding Care

Type of visit: Required - 1 Year

Licensing Program Analyst (LPA) Michael Cava conducted an Annual Required visit and inspection of the facility. LPA met with the administrator, Margarita Mkrtchyan, and explained the reason for the visit. At approximately 10:00am, LPA took a tour of the physical plant. The facility is a one story building. Required postings were observed in the entry area. The smoke alarms and carbon monoxide are dual and interconnected. There is one fire extinguishers located in the kitchen. It was purchased on January 1, 2026. The last emergency/evacuation drill was conducted on February 10, 2026. Kitchen: The kitchen appliances and fixtures were functional. LPA found a sufficient amount of perishable and non-perishable food properly stored. Knives were stored in a locked drawer in the kitchen. Cleaning supplies were stored locked underneath the kitchen sink. Bedrooms: There are three (3) bedrooms designated for residents' use. All three bedrooms are shared. Bedroom #3 has the bedridden fire clearance. Exit ramp to bedroom was checked to insure it was fastened tight and in place. All three bedrooms were observed to be properly furnished with appropriate beddings and linens with sufficient lighting. Bathrooms: There are two (2) bathrooms. One bathroom is designated for resident use and the other is designated for staff. The bathroom designated for resident use is properly supplied and had functional fixtures, grab bars and non-skid mats. Hot water temperature was measured at 110 degrees Fahrenheit. No cleaning supplies were observed in the resident bathroom during the day of the inspection. Common Areas: Common areas include the living room and dining room. The living room is furnished with sufficient seating consisting of a couch, table and television. The dining room table is large enough to seat up to six (6) individuals. Floors were mopped and clean. Furniture is in good repair. Surrounding Grounds: Entry/exits to the front and back yards were free of obstruction. There is a small shaded area to hold outdoor activities with sufficient seating. There is no swimming pool or any other bodies of water. The outdoor area was free of hazards. Laundry area: The laundry area is located at the side of the home. Laundry room is kept locked at all times as detergents and softeners are stored there. Staff Workstation/Office: There is a staff workstation, with a computer and printer, located at the corner of the dining room where resident and staff records are kept. Resident Files: LPA conducted a file review of resident records to insure compliance of licensing forms. Staff Files: LPA also conducted a file review of staff records to insure forms and training are up to date and compliance with licensing forms. Medications: Medications are stored in a locked cabinet in the kitchen. Medication and Medication Records were reviewed for proper storage and documentation. Garage: There is no garage. Pursuant to Title 22 Division 6 of the CA Code of Regulations, there were no deficiencies observed during the visit. Exit Interview Conducted and a Copy of the Report Issued.the state’s words, verbatim · CDSS document, Feb 28, 2026

Allegation investigated: Unlawful eviction

On 01/14/26 at 10:20 am, Licensing Program Analyst (LPA) Lorena Casillas conducted an unannounced 10-day complaint visit to the facility to investigate the above mentioned allegation. LPA was greeted and granted access to the facility by staff. LPA met with Administrator, Margarita Mkrtchyan and LPA explained the reason for the visit. Entrance interview was conducted. At 10:45 am, LPA conducted a physical plant tour to ensure the health and safety of the clients are protected. At approximately 11:15 am, LPA requested copies of client and staff rosters, liability insurance and Administrator Certificate. LPA also requested copies of any documents relevant to the investigation. At approximately 12:00 pm LPA conducted a file review of documents provided. Between 10:20 am and 02:30 pm, LPA conducted interviews with Administrator, one (1) staff, and (4) out of four (4) clients. Continued on LIC9099-C Substantiated Allegation: Eviction notice was not provided to resident's responsible party It is alleged that an eviction notice was not provided to resident’s responsible party. Regarding this allegation it is reported that Resident #1 (R1) was given an eviction notice, however it is alleged that R1 cannot see well and could not read the notice. It is reported that eviction notice was found at a bedside table out of R1’s reach and was discovered by responsible party during a visit a few days later not because the responsible party was notified. Administrator stated that R1’s responsible party refused to communicate with Administrator in person so that notification could have been provided in person, therefore Administrator resorted to text messages. Administrator provided proof that a text message was sent on 12/11/25 at 6:23 pm to responsible party confirming that notice was picked up by them, the message also reiterates the date of the eviction. Furthermore, during LPA’s tour, it was noted that bedside table is in very close proximity to R1’s bed, placing the notice within reach. During LPA record review LPA located that although R1 has an eye condition, it also reflects that R1 does not have visual impairment and is able to communicate needs as well as follow instructions, no cognitive impairment was noted. Interview with Staff #1 (S1) revealed that due to family refusing to speak to Administrator in person, Administrator gave S1 the notice to provide to R1. S1 states that notice was handed to R1 who refused to take it, therefore it was placed on bedside table. S1 stated that they witnessed family retrieve the notice and immediately notified the Administrator, that is what prompted the Administrator to send responsible party a text. Therefore, based on interviews, observations and record reviews this allegation is deemed unsubstantiated. Exit interview conducted and copy of report provided to Administrator. Allegation: Unlawful eviction Regarding this allegation it is reported that the eviction notice that was provided to R1 was unlawful as it was missing a clear reason for eviction and the resources available to assist in identifying alternative housing and care options. During LPA’s investigation it was discovered that R1 was provided with an eviction notice dated 12/11/2025 and that Community Care Licensing (CCL) was notified on 12/15/2025 as per Tittle 22 regulations. However, Administrator was contacted by CCL on 12/15/25 at 2:20 pm and was informed that eviction notice provided did not include the reason for the eviction, a list of referral agencies, the right of the resident or resident’s legal representative to contact the department and the contact information for the local Long-Term Care Ombudsman nor did it include specific language in reference to the filing of an unlawful detainer as per SB 781 and 1569.683 H&S. In addition, Community Care Licensing (CCL) did not receive a resubmission with the required information. Based on the information obtained during the investigation the allegation is substantiated. Citation issued. Appeal rights discussed and provided. Exit interview conducted and copy of report provided to Administrator.the state’s words, verbatim · CDSS document, Jan 14, 2026 · control 31-AS-20260107154152

From the deficiency page — Deficiency type: Type B · Section cited: HSC 1569.683(a)(2-4) · Plan of correction due date: Jan 23, 2026

Eviction notices... (a) In addition to complying with other applicable regulations... (2) Resources available to assist... (3) Information about the resident's right... (4) The following statement: "In order to evict a resident who..." This requirement is not met as evidenced by: Based on interviews and record reviews, licensee did not comply with the section cited above, by issuing an anlawful eviction letter to R1, without providing required information which poses a potential health and safety risk to persons in care.the state’s words, verbatim · CDSS document, Jan 14, 2026

Plan of correction: Administrator discussed and agreedto providing a statement that moving forward they will abide by the regualtions. Statement will be emailed to LPA by POC due date.

Type of visit: Required - 1 Year

Licensing Program Analyst (LPA) Antonia Alvizar-Ettima conducted an unannounced Required (1) year inspection at this facility. LPA met with caregiver and gained entry. Later, Administrator arrived and explained the reason for the visit. A tour of the physical plant was conducted at 11:00a.m. and the following were noted: The facility has one main entrance being used. Required posting are observed to be complete and current and displayed properly. The facility has an approved mitigation and infection control plan on file. There are hand sanitizer and mask all over the facility. Signs to wear a mask and other COVID 19 prevention protocol signs were posted on the walls. Hand washing, coughing etiquette, physical distancing and other necessary signs were posted in the bathroom. All trash cans were observed to be with cover. The facility is licensed for a Residential Care Facility for the Elderly, capacity of five (05) non-ambulatory residents and one (01) bedridden resident. The facility is a single story, three (03)bedroom home all rooms are for residents. Two (02) rooms are shared and one (01) is private. There are a total of five (05) smoke and carbon monoxide combination detectors at the facility. Each bedroom has a detector, one (01) in the hallway, one (01) in the living room, were tested and functions properly. Fire extinguishers was in the kitchen and observed to be full with date of purchased 12/10/2024. House Evacuation/Fire drill was last conducted on 10/06/2024. Physical Environment was checked for cleanliness and condition. Walls, windows, ceilings, floors and floor coverings, and doors were observed to be in good repair. Passageways and doors are not blocked, and handrails are securely fastened. There is no body of water and garage at the facility. Living and Dining room furniture were checked. The living room is neat and clean along with the dining Cont. LIC 809C room. Furniture were observed to be in good repair and excellent condition. The facility maintains a comfortable temperature at 74°Fahrenheit. Food Service / Kitchen area was sufficiently stocked with two (02) days perishable and seven (07) days non-perishable food. Frozen foods are properly wrapped and stored appropriately. Food storage and preparation areas are clean and inaccessible to pests. The kitchen appeared clean and the appliances and fixtures functional. Knives and sharps are observed to be kept in the kitchen cabinet locked and inaccessible to residents. Under the sink cabinet there are cleaning agents and observed to be locked. Resident rooms are adequately furnished with appropriate furniture and lighting system. Hallway/passageway is lit. Residents have sufficient amounts of personal hygiene product which is provided by the licensee. Bathrooms were checked for cleanliness and proper operation. LPA observed the appropriate grab bars for each toilet and shower. The hot water temperature measured at a range of 110.6 to 111.9°Fahrenheit. Towels and washcloths are not shared. There is enough clean linen available in stock in the rooms. Medications: LPA observed medication in the kitchen locked cabinet and inaccessible to residents. First aid kit is observed to be with complete tools and supplies. Laundry room is located at the side of the facility with no access from inside. Laundry room was observed to be locked and inaccessible to residents. Laundry detergent, cleaning agents and other toxins are observed to be locked and secured in the locked laundry room. Staff records were reviewed. Staff present had criminal record clearances and associated to this facility. Staff records appear to be complete and current. Resident records were also reviewed and appeared to be complete and current. There is no health and safety issue observed during this visit. Exit interview conducted. A copy of this report issued.the state’s words, verbatim · CDSS document, Feb 7, 2025

Allegation investigated: Staff hit resident in care. Staff is not providing proper medication assistance to client in care.

Licensing Program Analyst (LPA) Abeye Duguma conducted an unannounced subsequent complaint visit to the facility to investigate the above allegation. LPA met with Licensee, Margarita Mkrtchyan, and explained the reason for the visit. --- Staff hit resident in care. It was alleged that resident was punched and kicked in the head. To investigate the allegation on 02/09/2024, LPA interviewed 02 (two) staff at around 9:45 AM and interviewed four (04) out of four (04) residents at 11:00 AM. A review of the facility’s Resident Roster and the department’s files for the facility do not contain any information about the allegedly abused. (CONT on LIC 9099-C) Unfounded During interviews with staff, all staff stated that they have never physically assaulted any resident at the facility and do not know who the alleged victim is as they have never had a resident in the facility by that name. During interviews with residents, all residents stated they have never been physically assaulted by staff and are unfamiliar with the name of the allegedly abused. Based on interviews, there is not enough information to verify the allegation. Therefore, the allegation is UNFOUNDED at this time. --- Staff is not providing proper medication assistance to client in care It was alleged that staff are giving Resident #1 (R1) medication sometimes, and sometimes not. To investigate the allegation on 02/09/2024 LPA reviewed records at around 9:30 AM, interviewed 02 (two) staff at around 9:45 AM, interviewed four (04) residents at 11:00 AM. A review of the facility’s Resident Roster and the department’s files for the facility do not contain any information about the alleged. A review of the Medication Administration Records and physical count of all residents’ medications revealed that all residents are given medications as prescribed. During interviews with staff, all staff stated they give all residents their medications as prescribed and do not know the alleged as they have never had a resident in the facility by that name. During interviews with residents, all residents stated medication is given as prescribed. Based on record review and interviews, there is not enough information to verify the allegation. Therefore, the allegation is UNFOUNDED 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, Apr 26, 2024 · control 31-AS-20240201085313

Type of visit: Required - 1 Year

Licensing Program Analyst (LPA) Rosaura Valenzuela conducted an unannounced annual required visit at the facility. LPA was greeted by staff, and toured the premises. LPA Valenzuela met with Administrator Margarita Mkrtchyan. The purpose of the visit was discussed. The facility is licensed for a Residential Care Facility for the Elderly, capacity of 5 non-ambulatory residents and 1 bedridden resident. The facility is a single story, 3 bedroom home; three rooms are for residents. Two rooms are shared and one is single. Water temperature was measured at 113.0 degrees F, all smoke detectors were operable and fire extinguishers were last serviced in January of 2024. A comfortable temperature of 76 degrees F. is maintained in the facility. There are no bodies of water, and LPA did not observe any accessible hazards. LPA observed the kitchen to be clean and sanitary, and an adequate supply of perishable and non-perishable foods to be properly stored on site. Resident rooms and bathroom were adequately lit and furnished, all appeared to be sanitary and well-kept. Living room is clean and furniture appears to be in good condition. All indoor and outdoor passageways were free of obstruction, and an adequate supply of spare linens and hygienic supplies is present. There is one complete first aid kit. Medication is stored in a kitchen cabinet, which is kept locked and inaccessible to residents. Hazards chemicals and sharp objects are kept locked underneath the kitchen sink and are not accessible to residents in care. No deficiencies noted. Exit interview conducted. A copy of the report was issued.the state’s words, verbatim · CDSS document, Jan 19, 2024

Type of visit: Case Management - Deficiencies

Licensing Program Analyst (LPA) Rosaura Valenzuela conducted an unannounced Case Management visit in conjunction with complaint control number 31-AS-2023110113303. The purpose of this Case Management visit is to issue a citation for a deficiency observed during the course of the complaint investigation that is not directly related to the complaint. LPA met with Margarita Mkrtchyan, Administrator. During the investigation, LPA Valenzuela noted the following: 1) A resident was retained with a prohibitive health condition. Pursuant to the California Code of Regulations, Title 22, the following deficiency was noted and cited during this visit. Exit interview conducted, copy of the report and a citation was issued.the state’s words, verbatim · CDSS document, Dec 4, 2023

From the deficiency page — Deficiency type: Type A · Section cited: CCR 87615(a) · Plan of correction due date: Dec 15, 2023

87615 Prohibited Health Conitions-(ja) Persons who require health services for or have a health condition including but not limited to, those specified bewlow shall not be admitted or retained at a residential care for the elderly; (1) Stage 3 and 4 pressure injuries. This requirement was not met as evidenced by: Based on interviews and records review, the administrator retained a resident with stage 3 and 4 pressure injuries in the facility. This poses an immediate health and safety risk to residents in care.the state’s words, verbatim · CDSS document, Dec 4, 2023

Plan of correction: The administrator will submit in writing to CCL by 12/15/23, how they will ensure that moving forward residents with stage 3 or 4 pressure injuries are not accepted or retained in the facility.

Allegation investigated: Staff are not allowing resident to seek medical attention while in care. Staff did not seek medical attention for resident in care in a timely manner.

Licensing Program Analysts (LPAs) Rosaura Valenzuela and Antonia Avizar conducted an unannounced subsequent visit to deliver the findings for the above noted allegations. LPA met with Administrator Margarita Mkrtchyan and explained the reason for the visit. It was reported that staff are not allowing a resident to seek medical attention while in care. To investigate this allegation on 11/07/2023, between 11:05am and 12:00pm, LPA initiated staff interviews. Interviews revealed that Resident #1 (R1) developed stage 3 and 4 pressure injuries while in care. According to facility records, which were reviewed on 11/13/2023, between 3:00pm and 4:00pm, R1 had a pressure injury where tendons were visible. On November 1, 2023, R1's family called 911 requesting that R1 be immediately taken to the hospital. The administrator did not allow the ambulance to take R1 because they had arranged for a private ambulance. Continue on 9099-C Substantiated Based on interview and records review there is sufficient information to support this allegation. Therefore, this allegation is SUBSTANTIATED at this time. It was alleged that staff did not seek medical attention for resident in care in a timely manner. To investigate this allegation, on 11/07/2023, between 11:05am and 12;00pm, staff interviews were initiated. Interviews revealed that R1 developed stage 3 and 4 pressure injuries while in care. On 11/13/2023, between 3:00pm and 4:00pm, LPA reviewed facility records. Records revealed that R1 was being treated by a wound care specialist nurse. The nurse told the facility that R1 had to go to the ER on Nov. 1, 2023, but the facility did not allow an ambulance arranged by R1's family to take R1 to the hospital. Instead, the Licensee arranged for a private ambulance and that ambulance took several hours to arrive. In the meantime, R1 was in pain. Their leg was red, swollen, and the tendons were visible. Based on interviews and records review there is sufficient information to verify this allegation. Thus, this allegation is SUBSTANTIATED at this time. Pursuant to the California Code of Regulations, Title 22, the following deficiencies were cited on 9099-D. Exit interview conducted and a copy of the report was issued.the state’s words, verbatim · CDSS document, Nov 21, 2023 · control 31-AS-20231101113303

From the deficiency page — Deficiency type: Type A · Section cited: CCR 87468.1(a)(16) · Plan of correction due date: Dec 5, 2023

87468.1 Personal Rights of Residents in All Facilities (a) Residents in all residential care facilities for the elderly shall have the followig personal rights (16) To received medical care or other services. This requirement was not met as evidenced by: The Licensee did not allow an ambulance to take R1 to the hospital immediately and receive medical care. This poses an immediate health and safety risk to residents in care.the state’s words, verbatim · CDSS document, Nov 21, 2023

Plan of correction: The licensee shall submit in writing by Dec. 5, 2023 to Licensing how they will ensure that residents receive medical care when they request it.

From the deficiency page — Deficiency type: Type A · Section cited: CCR 87465(g) · Plan of correction due date: Dec 5, 2023

87465(g) Incidental Medical and Dental Care-The telephone 9-1-1 if an injury or other circumstance has resulted in an imminent threat to a resident's health including, but not limited to, an apparent life-threathening medical crisis... This requiement was not met as evidenced by: Based on inherviews and records review, the Licensee failed to allow the 911 ambulance to take R1 to the hospital. Instead the Licensee called a private ambulance that took several hours to arrive to take R1 to the hospital. This poses an immediate health and safety risk to residents in care.the state’s words, verbatim · CDSS document, Nov 21, 2023

Plan of correction: The licensee shall submit in writing to CCLD by Dec. 5, 2023, how they will ensure that all residents in care are provided timely medical care when a medical crisis arises.

Type of visit: Case Management - Deficiencies

Licensing Program Analysts (LPAs) Rosaura Valenzuela and Antonia Avizar conducted an unannounced Case Management visit in conjunction with complaint control number 31-AS-2023110113303. The purpose of this Case Management visit is to issue citations for deficiencies observed during the course of the complaint investigation that is not directly related to the complaint. LPAs met with Margarita Mkrtchyan, Administrator. During the investigation, LPA Valenzuela observed the following: 1) There is an employee present that is not fingerprint cleared. 2) Administrator lacking qualifications. 3) Administrator did not notify that a resident had entered into hospice care. 4) No copy of the written certification statement from resident's terminal illness doctor from hospice. Pursuant to the California Code of Regulations, Title 22, the following deficiencies were observed and cited during this visit. Exit interview conducted, a copy of the report and citations were issued.the state’s words, verbatim · CDSS document, Nov 21, 2023

From the deficiency page — Deficiency type: Type A · Section cited: CCR 87411(g) · Plan of correction due date: Dec 5, 2023

87411(g) Personnel Requirements-General-Prior to employment or initial presence in the facility, all employees and volunteers subject to a criminal record review shall: 1) Obtain a California clearance or a criminal record exemption as required by law or Department regulations. This requirement was not met as evidenced by: Based on observation and records review, the Licensee hired an employee who was not fingerprint cleared. This poses an immediate health and safety risk to residents in care.the state’s words, verbatim · CDSS document, Nov 21, 2023

Plan of correction: The Licensee will request a criminal record excemption for the uncleared employee or will terminate the employee effective immediately.

From the deficiency page — Deficiency type: Type B · Section cited: CCR87405(d)(2) · Plan of correction due date: Dec 5, 2023

87405 (d)(1)(2) Administrator Qualifications and Duties-The administrator shall have the qualifications specified in Sections 97405(d) (1) through (7)..(2) Knowledge of the ability to conform to the applicable laws, rules, and regulations... This requirement was not met as evidenced by: Licensee did not ensure that the Administrator has enough knowledge to comply with Title 22 Regulations. Based on interview and record review, the facility is not in compliance with Title 22 Regulations.the state’s words, verbatim · CDSS document, Nov 21, 2023

Plan of correction: The administrator will enroll and take more administrator courses and provide proof of enrollment to CCLD by Dec. 5, 2023.

From the deficiency page — Deficiency type: Type B · Section cited: CCR 87211(a)(1)(B) · Plan of correction due date: Dec 5, 2023

87211(a)(1)(B) Reporting Requirements-(a) Each licensee shall furnish to the licensing agency such reports as the Department may require...(1) A written report shall be submitted to the licensing agency for (B) any serious injury as determined by the attending physician and occuring while the resident is under facility supervision. This requirement was not met as evidenced by: The licensee did not notify the Department that a resident had entered hospice care. This poses a potential health and safety risk to residents in care.the state’s words, verbatim · CDSS document, Nov 21, 2023

Plan of correction: The licensee shall submit in writing to the Department by Dec. 5, 2023, how they will ensure that all reports pertaining to the residents health, injury, or death will be sent to licensing in a timely manner.

From the deficiency page — Deficiency type: Type B · Section cited: CCR87633(h)(3) · Plan of correction due date: Nov 21, 2023

87633(h)(3)-Hospice Care of Terminally Ill Residents (h) For each terminally ill resident receiving hospice services in the facility, the licensee shall maintain the following in the resident's record (3) A copy of the written certification statement of the resident's terminal illness from the medical director of hospice... This requirement was not met as evidenced by: The licensee did not provide the Department representative with this documentation. This poses a potential health and safety risk to residents in care.the state’s words, verbatim · CDSS document, Nov 21, 2023

Plan of correction: The licensee shall submit in writing by Dec.5, 2023, how they will ensure that residents in hospice have complete hospice records.