Country Hills Post Acute: Medical Records Denied - CA
The resident, who has heart failure, is deaf and nonspeaking, and suffers from parkinsonism that makes movement difficult, had twice authorized the facility to release his medical records to the family member. But when the family member requested access in December 2024, administrators refused to provide free inspection despite federal requirements.
The Medical Records Director told inspectors that the family member "requested copies of Resident 1's medical records but FM 1 did not want to pay for the copies." When the family member then asked simply to review the records without taking copies, "the facility told FM1 that they would still charge FM1 to review Resident 1's records."
Federal law requires nursing homes to provide residents or their authorized representatives access to medical records within 24 hours of a request. Facilities can charge copying fees but cannot impose fees for on-site inspection of records.
Email records show the family member's persistence in seeking access. On December 5, 2024, he notified the facility that he wanted to inspect the resident's records in person. The facility Administrator responded that the family member "would still have to pay the facility to review Resident 1's records in person."
The standoff continued for months. The Medical Records Director confirmed during the July inspection that "FM 1 never reviewed Resident 1's medical records at the facility."
The facility's own policy, last revised in November 2009, states that "the resident may initiate a request to release such information contained in his/her records and charts to anyone he/she wishes" and that "a resident may have access to his or her records within ____ hours (excluding weekends or holidays) of the resident's written or oral request."
But the policy contained a critical gap: the facility had left blank the number of hours within which records must be made available. Federal regulations specify 24 hours, but Country Hills Post Acute's written policy provided no timeframe at all.
The resident had signed two separate authorization forms allowing the family member access to his medical records. The first, dated November 22, 2024, came just weeks before the family member's initial request. A second authorization, dated March 18, 2025, came after months of the facility's refusal to provide access.
The violation meant the resident remained unaware of details in his own medical record. Federal inspectors determined that "Resident 1 was not aware of the details of his medical record and the facility violated his right to access his medical records."
Medical records access serves as a fundamental patient right, particularly crucial for residents with complex conditions requiring family advocacy. The resident's combination of heart failure, hearing and speech impairments, and movement difficulties made family oversight of his care especially important.
The facility's insistence on charging inspection fees violated both federal law and the resident's autonomy. By creating financial barriers to record access, Country Hills Post Acute prevented the family member from understanding the resident's treatment, monitoring care quality, or identifying potential problems.
The Medical Records Director's acknowledgment that discussions occurred "by email" suggests the facility was aware of the family member's repeated requests but chose to maintain its improper fee policy rather than comply with federal access requirements.
Country Hills Post Acute's outdated policy, unchanged since 2009, reflected the facility's failure to maintain current procedures consistent with federal law. The blank timeframe in the access policy indicated administrative neglect of basic compliance requirements.
The eight-month denial of access occurred despite clear federal mandates and the resident's explicit authorization. The family member's willingness to review records on-site rather than request copies demonstrated reasonable accommodation, yet the facility refused even this minimal compliance.
For a resident unable to advocate for himself due to hearing, speech, and movement impairments, family access to medical records provided essential protection. The facility's fee barriers effectively silenced the resident's authorized voice in his own care.
The violation continued until federal inspectors arrived in July 2025, nearly eight months after the family member's initial December request. During that period, the resident's medical information remained effectively sealed from the person he had specifically authorized to review it.
Full Inspection Report
The details above represent a summary of key findings. View the complete inspection report for Country Hills Post Acute from 2025-08-27 including all violations, facility responses, and corrective action plans.
Additional Resources
Data source: Official federal inspection data from the Centers for Medicare & Medicaid Services (CMS).
Editorial process: AI-synthesized regulatory data, reviewed for accuracy by our editorial team.
Professional review: All content reviewed by Christopher F. Nesbitt, Sr., NH EMT & BU-trained Paralegal.
Last verified: June 20, 2026 · Our methodology
COUNTRY HILLS POST ACUTE in EL CAJON, CA was cited for violations during a health inspection on August 27, 2025.
But when the family member requested access in December 2024, administrators refused to provide free inspection despite federal requirements.
Health inspections identify deficiencies that facilities must correct. Violations range from minor documentation issues to serious safety concerns. Review the full report below for specific details and facility response.