197608694-5-6-2026-29-AS-KLOZ-DUK2M4-20260529173032

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 197608694
Report Date: 05/06/2026
Date Signed: 05/06/2026 04:22:51 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

This is an official report of an unannounced visit/investigation of a complaint received in our office on
04/29/2026 and conducted by Evaluator Trevor Byrne

COMPLAINT CONTROL NUMBER: 29-AS-20260429143522

FACILITY NAME:	VILLAGE AT SHERMAN OAKS, THE		FACILITY NUMBER:	197608694
ADMINISTRATOR:	GRACE HARTNETT		FACILITY TYPE:	740
ADDRESS:	5450 VESPER AVE		TELEPHONE:	(818) 994-7900
CITY:	SHERMAN OAKS	STATE: CA	ZIP CODE:	91411
CAPACITY:	179	CENSUS: 163	DATE:	05/06/2026
		UNANNOUNCED	TIME BEGAN:	09:56 AM
MET WITH:	Justine Ortiz		TIME COMPLETED:	04:30 PM

ALLEGATION(S):

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Staff touched resident inappropriately
Staff do not safeguard resident's belongings

INVESTIGATION FINDINGS:

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Licensing Program Analyst (LPA) Trevor Byrne conducted an initial complaint visit for the above allegations. LPA arrived to the facility at 09:56 AM. LPA met with Interim Executive Director Justine Ortiz (ED-I). Entrance interview conducted and the reason for the visit was explained.

During today’s visit, the LPA conducted a brief physical plant tour, conducted a file review for one (1) resident, collected copies of pertinent documentation, interviewed the ED-I, Enliven Director (MC) Yasmin Hernandez, two (2) staff members, and one (1) resident between approximately 10:00 AM and 03:30 PM.

CONTINUED ON LIC 9099C.

Unsubstantiated

Estimated Days of Completion: 0

SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Trevor Byrne
LICENSING EVALUATOR SIGNATURE:	DATE: 05/06/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/06/2026

This report must be available at Child Care and Group Home facilities for public review for 3 years.

LIC9099 (FAS) - (06/04)

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Control Number 29-AS-20260429143522

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: VILLAGE AT SHERMAN OAKS, THE	FACILITY NUMBER: 197608694
	VISIT DATE: 05/06/2026

NARRATIVE

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The allegation of “Staff touched resident inappropriately” alleges that facility staff inappropriately touched Resident #1 (R1) when applying Medication #1 (M1) to R1’s groin area. LPA reviewed R1’s resident file and observed that R1 resides in the memory care wing of the facility and had a diagnosis of Dementia. LPA observed a previously valid prescription of M1 that was ordered on 12/30/2025. Additionally, LPA observed an order from R1’s physician dated 04/21/2026 ordering the discontinuation of M1 per R1’s Power of Attorney’s (POA)’s request. LPA interviewed MC who stated that they were aware of the allegation that staff had touched R1 inappropriately when administering M1 to R1’s groin. MC stated that the facility had conducted an internal investigation and found no evidence of wrongdoing by facility staff that were involved in providing care to R1. MC stated that M1 was ordered by R1’s physician to be applied but R1 refused application of M1 on each occasion that it was attempted. MC stated that they received an order from R1’s physician to discontinue the application of M1 and M1 was subsequently disposed of. LPA interviewed Staff #1 (S1) who was the staff member responsible for the application of M1 to R1. S1 stated that when M1 was originally ordered R1 was compliant with the daily application of M1. S1 stated that each time before the application of M1 they explained what the medication was and the procedure they were going to use to apply the medication. S1 stated that R1 began refusing the application of M1 after a change in the frequency of administration. S1 denied ever forcing R1 to have M1 applied. St denied ever touching R1 inappropriately during the administration of M1 and stated that M1 was applied as prescribed by R1's physician. LPA interviewed R1 who reported that they did not have any issues with the quality of care staff provide them. R1 stated that staff respect their personal space and boundaries. R1 stated that they were unaware if a staff member had ever touched them inappropriately, but they don’t believe it had happened. Although the allegation may have happened or is valid there is insufficient evidence to support the allegation of, “Staff touched resident inappropriately.” Therefore, the allegation is deemed Unsubstantiated at this time.

CONTINUED ON LIC 9099C.

SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Trevor Byrne
LICENSING EVALUATOR SIGNATURE:	DATE: 05/06/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/06/2026

LIC9099 (FAS) - (06/04)

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Control Number 29-AS-20260429143522

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
WOODLAND HILLS N.ASC, 21731 VENTURA BLVD. #250
WOODLAND HILLS, CA 91364

FACILITY NAME: VILLAGE AT SHERMAN OAKS, THE	FACILITY NUMBER: 197608694
	VISIT DATE: 05/06/2026

NARRATIVE

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The allegation of “Staff do not safeguard resident's belongings” alleges that staff had stolen items from R1’s room including a TV remote and liquids including shampoos and lotions. LPA reviewed R1’s file and observed that R1 resided in the memory care wing of the facility and had a diagnosis of dementia. LPA interviewed R1 who stated that they had observed personal care items missing from their room. R1 stated that items such as shampoos, lotions, nail polish/clippers, and cosmetics were taken by facility staff and had gone missing. During the tour of R1’s room LPA observed the remote for R1’s television located on the arm of their lounge chair. LPA interviewed the MC who stated that because R1 resides in memory care all personal hygiene items and grooming supplies are stored in a secured storage due to the habits of the residents who reside in memory care. MC stated that R1’s personal grooming items including nail supplies, shampoos, and lotions are stored in a secure storage under the sink in R1’s bathroom and the items can be accessed by facility staff. Although the allegation may have happened or is valid there is insufficient evidence to support the allegation of, “Staff do not safeguard resident's belongings.” Therefore, the allegation is deemed Unsubstantiated at this time.

Exit interview conducted and copy of the report was issued.

SUPERVISORS NAME: Kasandra Lopez
LICENSING EVALUATOR NAME: Trevor Byrne
LICENSING EVALUATOR SIGNATURE:	DATE: 05/06/2026

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

FACILITY REPRESENTATIVE SIGNATURE:

DATE: 05/06/2026

LIC9099 (FAS) - (06/04)

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