306006011-4-29-2026-22-AS-AORZ-DUMRGC-20260601130027

Community Care Licensing

COMPLAINT INVESTIGATION REPORT

Facility Number: 306006011
Report Date: 04/29/2026
Date Signed: 04/29/2026 10:58:02 PM

Unsubstantiated

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868

This is an official report of an unannounced visit/investigation of a complaint received in our office on
03/05/2024 and conducted by Evaluator Michael Tea

COMPLAINT CONTROL NUMBER: 22-AS-20240305154314

FACILITY NAME:	VIRTUD CARE LLC		FACILITY NUMBER:	306006011
ADMINISTRATOR:	SANCHEZ, GEISEL DAGNE		FACILITY TYPE:	740
ADDRESS:	13092 NEWLAND ST		TELEPHONE:	(714) 583-8441
CITY:	GARDEN GROVE	STATE: CA	ZIP CODE:	92844
CAPACITY:	6	CENSUS: 4	DATE:	04/29/2026
		UNANNOUNCED	TIME BEGAN:	08:00 AM
MET WITH:	Geisel Sanchez		TIME COMPLETED:	05:00 PM

ALLEGATION(S):

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- Staff are overmedicating residents
- Residents in care sustained unexplained bruises
- Residents are showed with cold water
- Staff handled residents in a rough manner
- Staff yelled at a resident in care
- Staff took away resident's personal cell phone

INVESTIGATION FINDINGS:

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On this day, Licensing Program Analyst (LPA) Michael Tea conducted an unannounced visit to conclude and deliver findings for a complaint investigation. LPA Tea was greeted by facility staff, granted entry, and informed them of the purpose of the visit. Administrator (AD) Geisel Sanchez arrived shortly to assist with the visit.

The Department received a complaint on March 5, 2024. During the investigation, LPA Tea conducted interviews with facility staff, residents, and a witness, and reviewed facility records, resident documentation, and other relevant information.

It was alleged that staff are overmedicating residents. Three staff members and one witness denied the allegation. Staff stated that medications are administered strictly in accordance with physician orders and that they are trained to follow those orders at all times. One resident interviewed did not support the
(Complaint investigation continued on LIC9099C)

Unsubstantiated

Estimated Days of Completion:

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Michael Tea
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)

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Control Number 22-AS-20240305154314

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868

FACILITY NAME: VIRTUD CARE LLC	FACILITY NUMBER: 306006011
	VISIT DATE: 04/29/2026

NARRATIVE

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allegation. The witness also indicated that the facility follows proper medication procedures. AD Sanchez reported that nurses regularly visit the facility and that any medication changes are made promptly with physician authorization.

It was alleged that residents sustained unexplained bruising. Three staff members and the witness stated that some residents bruise easily due to fragile skin and medical conditions, including the use of blood thinners such as aspirin. Staff reported that they handle residents gently during care. The witness confirmed that one resident bruises easily. AD Sanchez stated she routinely monitors residents for bruising. It was also reported that one resident recently returned from the hospital with bruising caused by blood draw attempts. One resident interviewed denied experiencing unexplained bruising.

It was alleged that residents are showered with cold water. Three staff members and the witness denied the allegation. Staff stated that residents are provided with warm showers and that hospice aides or home health nurses often assist with bathing while ensuring appropriate water temperature. Residents interviewed confirmed they have not received cold showers. AD Sanchez stated that staff prioritize resident comfort and use towel warmers to provide warm towels after bathing.

It was alleged that staff handle residents in a rough manner. Three staff members and the witness denied the allegation and stated that care is provided in a gentle manner. The witness confirmed that staff treat residents with care and respect. AD Sanchez stated she maintains a zero-tolerance policy for rough handling. Three out of three residents interviewed confirmed they have not been handled roughly.

It was alleged that staff yelled at residents. Three staff members and the witness denied the allegation. Staff explained that they may occasionally raise their voices due to residents’ hearing impairments but do not yell. The witness stated that staff demonstrate patience when interacting with residents. AD Sanchez reported that staff are trained to communicate respectfully and have not observed staff yelling. Residents interviewed confirmed that staff do not yell at them. One resident identified in the complaint as having been yelled at by Staff 1 (S1) stated that staff are very nice and do not yell. S1 also stated that they have never yelled at residents and expressed that they care deeply for the residents, describing them as their “babies.”

It was alleged that staff took a resident’s personal cell phone. Three staff members and the witness denied
(Complaint investigation continued on LIC9099C)

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Michael Tea
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 3

Control Number 22-AS-20240305154314

STATE OF CALIFORNIA - HEALTH AND HUMAN SERVICES AGENCY

COMPLAINT INVESTIGATION REPORT (Cont)

CALIFORNIA DEPARTMENT OF SOCIAL SERVICES
COMMUNITY CARE LICENSING DIVISION
ORANGE COUNTY RO, 770 THE CITY DR., SUITE 7100
ORANGE, CA 92868

FACILITY NAME: VIRTUD CARE LLC	FACILITY NUMBER: 306006011
	VISIT DATE: 04/29/2026

NARRATIVE

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the allegation. Staff stated that the facility advises residents’ families not to keep valuables exceeding $25 at the facility and noted that many residents are not fully alert or cognitively able to use cell phones. The witness confirmed that no resident’s phone was taken. AD Sanchez stated that residents typically do not have personal phones and reported that, in one instance, a family member removed a resident’s phone due to declining health. Although the complaint alleged that S1 took a resident’s phone, there is no evidence to support this claim. S1 reported that the resident frequently misplaced their phone due to forgetfulness. At one point, the resident’s grandson located the phone in the resident’s walker during a visit. After that, the family removed the phone due to the resident’s declining health and cognitive condition.

Based on LPA Tea’s observations, interviews conducted, and records reviewed, the above allegations are determined to be UNSUBSTANTIATED, meaning that although the allegations may have occurred or may be valid, there is not a preponderance of evidence to prove that the alleged violations occurred.

No deficiencies were cited at this time. An exit interview was conducted, and a copy of this report was provided to the facility.

SUPERVISORS NAME: Lourdes Montoya
LICENSING EVALUATOR NAME: Michael Tea
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)

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