019201446-4-29-2026-15-AS-BFOG-DVAUYS-20260622160024

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 019201446
Report Date: 04/29/2026
Date Signed: 04/29/2026 01:25:38 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1515 CLAY STREET, STE. 310
OAKLAND, CA 94612

This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/25/2026 and conducted by Evaluator Kelly Nguyen

COMPLAINT CONTROL NUMBER: 15-AS-20260325154357

FACILITY NAME:	DIANA'S CARE HOME		FACILITY NUMBER:	019201446
ADMINISTRATOR:	REANO-AQUINO, GRACE		FACILITY TYPE:	740
ADDRESS:	27402 MANON AVENUE		TELEPHONE:	(510) 786-9982
CITY:	HAYWARD	STATE: CA	ZIP CODE:	94544
CAPACITY:	35	CENSUS: 34	DATE:	04/29/2026
		UNANNOUNCED	TIME BEGAN:	09:00 AM
MET WITH:	Grace Reano-Aquino, Administrator		TIME COMPLETED:	01:35 PM

ALLEGATION(S):

1
2
3
4
5
6
7
8
9

Facility is not maintained at a comfortable temperature
Staff do not treat residents with dignity and respect
Staff do not respond to residents needs in a timely manner
Facility is not wheelchair accessible

INVESTIGATION FINDINGS:

1
2
3
4
5
6
7
8
9
10
11
12
13

On 4/29/26 at around 9 am, Licensing Program Analyst (LPA) K. Nguyen arrived unannounced to deliver findings for the above allegations. LPA explained the purpose of the visit to the administrator (ADM), Grace Reano-Aquino.

Allegation: Facility is not maintained at a comfortable temperature: Unsubstantiated

During the course of the investigation, LPA reviewed residents’ files and interviewed 6 residents, ADM, and 5 staff. It was alleged that the facility is not maintained at a comfortable temperature. Based on interviews conducted with six (6) residents and five (5) staff members, as well as observations made during the visit, the facility maintained a comfortable temperature at 70 degrees Fahrenheit.

Report Continued on LIC 9099c...

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Bennett Fong
LICENSING EVALUATOR NAME: Kelly Nguyen
LICENSING EVALUATOR SIGNATURE:	DATE: 04/29/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/29/2026

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 15-AS-20260325154357

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1515 CLAY STREET, STE. 310
OAKLAND, CA 94612

FACILITY NAME: DIANA'S CARE HOME	FACILITY NUMBER: 019201446
	VISIT DATE: 04/29/2026

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

Report continued...

R1 stated that “the previous place that I’ve stayed at is always cold, not like here, very comfortable.” Residents provided mixed responses regarding the temperature within the facility. Several residents stated that the facility temperature was comfortable and that they could request adjustments if needed. Staff reported that the heating and cooling systems were functioning properly and stated that efforts are being made to maintain a comfortable indoor environment for residents. During the visit, LPA did not observe any conditions indicating that the facility temperature posed a health or safety concern.

Allegation: Staff do not treat residents with dignity and respect: Unsubstantiated

During the course of the investigation, LPA reviewed residents’ files and interviewed 6 residents, ADM, and 5 staff. It was alleged that the staff does not treat residents with dignity and respect. Based on interviews conducted with six (6) residents and five (5) staff members, as well as observations made during the investigation. Residents provided mixed responses regarding staff interactions; however, the majority stated that staff are respectful, assist with their needs, and communicate appropriately. R1 stated, “I was talking about the old place that I’ve stayed at, which did not respect me, and yelled at me”. Staff interviewed stated that residents are treated with dignity and respect, and that they are expected to maintain professional, respectful interactions with all residents. During the visit, LPA observed staff interacting appropriately with residents in a calm and respectful manner.

Report Continue on LIC 9099c1...

SUPERVISORS NAME: Bennett Fong
LICENSING EVALUATOR NAME: Kelly Nguyen
LICENSING EVALUATOR SIGNATURE:	DATE: 04/29/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/29/2026

LIC9099 (FAS) - (06/04)

Page: 2 of 4

Control Number 15-AS-20260325154357

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1515 CLAY STREET, STE. 310
OAKLAND, CA 94612

FACILITY NAME: DIANA'S CARE HOME	FACILITY NUMBER: 019201446
	VISIT DATE: 04/29/2026

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

Report Continued LIC9099c1..

Allegation: Staff do not respond to residents' needs in a timely manner: Unsubstantiated

During the course of the investigation, LPA reviewed residents’ files and interviewed 6 residents, ADM, and 5 staff. It was alleged that Staff do not respond to residents' needs in a timely manner. Based on interviews conducted with six (6) residents and five (5) staff members, as well as observations made during the investigation. R1 stated, “At the old facility, staff don’t come and help me. Staff here come when I ask them for help”. Residents provided mixed responses regarding staff response times; however, several residents stated that staff generally respond when assistance is requested and that their needs are addressed appropriately. Staff interviewed reported that they make efforts to respond to residents’ requests as promptly as possible and provide assistance based on residents’ care needs. During the visit, LPA observed staff responding to resident requests and providing assistance throughout the facility.

Report continued on LIC 9099c2...

SUPERVISORS NAME: Bennett Fong
LICENSING EVALUATOR NAME: Kelly Nguyen
LICENSING EVALUATOR SIGNATURE:	DATE: 04/29/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/29/2026

LIC9099 (FAS) - (06/04)

Page: 3 of 4

Control Number 15-AS-20260325154357

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
CCLD Regional Office, 1515 CLAY STREET, STE. 310
OAKLAND, CA 94612

FACILITY NAME: DIANA'S CARE HOME	FACILITY NUMBER: 019201446
	VISIT DATE: 04/29/2026

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

Report continued LIC9099c2...

Allegation: Facility is not wheelchair accessible: Unsubstantiated

During the course of the investigation, LPA reviewed residents’ files and interviewed 6 residents, ADM, and 5 staff. It was alleged that the facility is not wheelchair accessible. Based on interviews conducted with six (6) residents and five (5) staff members, as well as observations made during the investigation. Residents interviewed provided mixed responses regarding accessibility within the facility; however, several stated they can move throughout the facility and access common areas without issue. R1 stated, “At the old facility, I could not go anywhere around because the place didn’t have a ramp for me to access. This facility, I use my wheelchair with no issue”. Staff reported that the facility is maintained to accommodate residents’ mobility needs and stated that accommodation is provided as needed. During the visit, LPA observed accessible pathways throughout the facility, including common areas and resident living spaces. No observations indicated that the facility was inaccessible to wheelchair users or that residents were prevented from accessing areas of the facility due to mobility barriers.

Although the allegation may have occurred or be valid, there is not a preponderance of evidence to prove whether the alleged violation did or did not occur; the above allegations are unsubstantiated.

An exit interview is conducted, and this report is provided.

SUPERVISORS NAME: Bennett Fong
LICENSING EVALUATOR NAME: Kelly Nguyen
LICENSING EVALUATOR SIGNATURE:	DATE: 04/29/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 04/29/2026

LIC9099 (FAS) - (06/04)

Page: 4 of 4