Meg’s 97-year-old mother was living in an assisted living facility in Kelowna and her health was declining to the extent that she was needing palliative care. Meg was concerned about the care her mom was receiving and also felt the facility was doing a poor job communicating with her. Meg filed a complaint with the Assisted Living Registrar (ALR) who investigated her concerns but found
that they were unsubstantiated.

Not happy with how her concerns were addressed Meg contacted our office. We reviewed the investigation. It appeared that all the available records had not been obtained or reviewed by the ALR in the course of its investigation. We also noted that there were some communication issues between Meg and the facility manager.

As a result, the ALR agreed to re-open its investigation. It also committed to ongoing training of investigators to ensure they review all sections of the Assisted Living Regulation when conducting investigations.