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What's Your Question About Nursing Homes?
By Kathy Gannoe - October, 2008
Question:
I have been reading your column but you have never answered this question. Just exactly what is an Ombudsman?
Answer:
Ombudsmen are advocates for nursing home residents. We speak up on their behalf and assert their rights. We identify, investigate, and work to resolve problems they have. Problems are brought to an ombudsman’s attention by residents, families, community members, workers in the nursing home, and are also observed by the ombudsman. We provide information and assistance to consumers about long term care. The short version of what we do is that we go to bat for folks who live in long term care.
Question:
How does someone get help from an Ombudsman?
Answer:
Every nursing home in Kentucky must display the name and contact information for the local and state Ombudsman. The toll-free number for the state ombudsman is 1/800-372-2991. There are 15 District Ombudsman around the state, most of whom have an extensive corps of volunteers helping them visit residents in their local nursing homes. If there is a problem in a specific facility, the District Ombudsman staff will be the first to respond. Ombudsmen respond to complaints made by or on behalf of nursing home residents. They also observe conditions themselves to identify problems or concerns. Once a problem is received or observed, the ombudsman goes to work to investigate and work to resolve it. Ombudsmen can’t reveal the name of a resident or complainant without expressed permission. And, there is no cost for their service. Local programs may be supported by a city, a fiscal court, or by a United Way.
Question:
What about the nursing home? How do they feel about an Ombudsman interfering in their business?
Answer:
It depends. Good homes welcome input from residents who are their customers. Residents and families have a very good idea about what would improve care in their facility. An Ombudsman who represents the consumer can carry the same message to caring administration and staff. If problems are addressed when they are small, it’s quite likely a crisis can be avoided. Some homes may view the work of the Ombudsman as “interference.” This is very sad, because the goal of the Ombudsman is to help the resident get the best possible care and to help them assert their legal rights. This should be the goal of every nursing home, too.
Question:
Okay, so there’s a problem; what can an ombudsman actually do?
Answer:
Almost every case is different but here is the general process Ombudsmen follow in working on a complaint. After obtaining permission to identify the resident, an investigation is begun. When the facts are known, we take the problem to the first decision maker who can authorize change. If that person doesn’t respond satisfactorily, we then move up to the next level. We do this until we find someone who takes action and fixes the problem for the resident. Then, we monitor to make sure the problem, once fixed, stays fixed. For example, residents may complain that the shower room is too cold. They may not want their names used but they want the room to be warmer. The Ombudsman would go and see what the temperature is like. She might interview several residents who use that particular shower. She might check times of the day when the room seems cold. Maybe it’s okay during some shifts and only cold on others. Then, she would probably talk with the charge nurse or perhaps the maintenance man. The problem could be as simple as nurse aides who set the thermostat to keep themselves cool or it might be more complex and involve plumbing and electrical wiring. In any event, the Ombudsman would present the problem to the right person and let them figure out how to fix it. The Ombudsman would stay on top of the problem until the residents report to her that the temperature in the shower room satisfies them. In the event a facility refuses to address a problem, Ombudsmen refer the issue on to appropriate regulatory agencies. Our agency refers fewer than 5% of complaints to regulators.
Question:
My nursing home doesn’t have many problems; will an ombudsman still visit?
Answer:
Actually, much of an ombudsman’s time is spent in “friendly visiting.” Ombudsmen go to facilities on a regular basis so they can visit with the more than 60 percent of folks who have no family or visitors. It is not uncommon for an ombudsman to be the only outside friend a resident has. Ombudsmen also try to connect residents with people and activities in the larger community. Ombudsmen will talk with community groups about long term care and provide education to providers.
This column is presented as a public service of the Nursing Home Ombudsman Agency of the Bluegrass. The author is the agency’s executive director. If you have a question, send it to Kathy Gannoe, Nursing Home Ombudsman Agency of the Bluegrass, Inc., 1530 Nicholasville Rd., Lexington, KY, 40503.
This column is presented as a public service of the Nursing Home Ombudsman Agency of the Bluegrass. If you have a question, send it to:
Kathy Gannoe
Nursing Home Ombudsman Agency
1530 Nicholasville Rd.
Lexington, KY, 40503