West Hills Health and Rehabilitation Center staff identified the shingles diagnosis on November 22 and immediately ordered three medications: Valtrex 1000 milligrams every eight hours for seven days, Prednisone 20 mg every eight hours for seven days, and Protonix 40 mg twice daily for seven days. The antiviral and anti-inflammatory drugs are standard treatment for shingles, a condition that causes painful blisters and can lead to serious complications in elderly patients.
The resident's responsible party told inspectors during a November 24 interview that facility staff never informed them about the shingles diagnosis. This left the family member unaware of a condition that requires careful monitoring and can affect care decisions.
Registered Nurse 2, who was working that morning, confirmed the communication failure during a concurrent interview and record review. The nurse stated that staff contacted the resident's responsible party at 6:45 a.m. on November 22 to report a change in condition but failed to mention the specific diagnosis of shingles.
"There was no documented evidence that Resident 1's RP had been made aware of the shingles diagnosis," the nurse told inspectors.
The nurse acknowledged that facility staff should have immediately informed the resident's responsible party about the new diagnosis, explaining that family members "need to be aware of any changes in condition to make timely decisions regarding Resident 1's care."
West Hills Health's own policy, last reviewed on January 8, 2025, requires staff to "promptly notify the resident, his or her attending physician, and the resident representative of changes in the residence and medical/mental condition and or status." The policy specifically states that nurses must notify the resident's representative when there is "a significant change in the resident's physical, mental, or psychosocial status."
The Director of Nursing told inspectors that keeping families informed serves multiple purposes beyond medical decision-making. "Residents' representatives are to be contacted regarding any changes in a resident's condition so that they are informed of what is happening and can be prepared emotionally to support their loved ones," the director said during a November 25 interview.
Shingles, caused by the same virus that causes chickenpox, creates painful blisters that typically appear on one side of the body. The condition is particularly concerning in nursing home settings because elderly residents face higher risks of complications, including post-herpetic neuralgia, a condition where nerve pain persists long after the rash heals.
The facility's failure to communicate the diagnosis meant the resident's family remained unaware of the condition for at least two days after the diagnosis and treatment began. During this time, they could not provide emotional support specific to the painful condition or ask questions about treatment options and potential complications.
Federal regulations require nursing homes to involve families in care decisions and keep them informed about significant health changes. The communication breakdown at West Hills Health violated both federal requirements and the facility's own written policies designed to ensure families stay informed about their loved ones' medical conditions.
The November 25 inspection found that the facility's staff understood their obligation to notify families about health changes but failed to follow through when it mattered most. The resident received appropriate medical treatment for the shingles diagnosis, but the family's right to know about their loved one's condition was ignored.
Full Inspection Report
The details above represent a summary of key findings. View the complete inspection report for West Hills Health and Rehabilitation Center from 2025-11-25 including all violations, facility responses, and corrective action plans.
Additional Resources
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