Building Bridges for Change

ASAGA Conference

October 27, 2017

Long Term Care Ombudsman

What is Long Term Care (LTC)?

• Care provided for individuals living in a nursing facility or an assisted living home

What is an Ombudsman?

• Swedish word meaning representative of the people

• An official appointed to investigate individuals' complaints against maladministration

Long term Care Ombudsman

• Paid employees or volunteers who resolve complaints on behalf of individuals in long term care facilities

* OLTCO gives priority to residents over the age of 60

Long Term Care Ombudsman

Map of LTC Facilities

Duties of the LTC Ombudsman

EDUCATE

EMPOWER

RESOLVE

I & R

SYSTEMS

VISIT

Unique Role of the LTCO

• Resident’s point of view

• Resident’s satisfaction

Several agencies play a role in guarding the safety of seniors….

Other agencies involved in guarding senior safety:

• Medicaid Fraud Control Unit

• Elder Fraud and Assistance

• Law Enforcement

• Court System

• Occupational Licensing

LTC Ombudsman

Nursing Home

Licensing

Residential

Licensing

Adult Protective Services

Teresa Holt

State LTCO

Lisa Gowdy

Assistant LTCO

Leana ChristyAssistant LTCO

Alvin Ancheta

Assistant LTCO

Karol CollyerLTC Specialist

Kathryn CurryDeputy LTCO

1. Staff that performs well

2. Home like environment

3. Good food

4. Activities

5. Cleanliness

Top 5 Factors of Quality Care

Top Complaints to LTCO

1. Improper discharge or eviction

2. Lack of dignity and respect by staff

3. Issues with medication and medication errors

4. Resident rights/personal choice not followed

5. Lack of response by staff to resident requests

Resident Rights

INFORMATION• Plan of care

• Medical condition

• Cost of care

CHOICES • Health care providers

• Daily schedule

• Care and treatment

• Money

• Visit with friends and family

• Activities

RESPECT AND DIGNITY• Free from abuse

• Receive good care

• Not be ignored

• Free from discrimination

• Not be restrained

PRIVACY• Phone calls and mail

• Close door to room, visitors

• Care provided in private

• Information kept confidential

“The Thin Edge Of Dignity”by Dick Weinman

https://www.youtube.com/watch?v=UciTFCPCivI

Link to his blog: http://states.aarp.org/tag/thin-edge-of-dignity/

Abuse and Neglect

Abuse

The willful, intentional or reckless non-accidental and non-therapeutic infliction of physical pain, injury, or mental distress or sexual assault

Neglect

The intentional failure by a caregiver to provide essential care or services necessary to maintain the physical and mental health of the vulnerable adult

ExploitationUnjust or improper use of another person’s resources for one’s own profit or advantage

AbandonmentDesertion of a vulnerable adult

Abuse and Neglect Concerns

• Abuse = physical, sexual, verbal, or financial

• Injury/accident with unsatisfactory explanation

• Retaliation against a resident

• Observation of a dangerous home condition

• Restraints = bed rails, recliners, lap belts

• A resident is being involuntarily discharged

• No staff on site

Or anything thing else that might pose a risk to the health, well-being, and safety of a resident

• Watch your body language

• Know the person

• Ask questions several different ways

• Look for consistency over time

• Supported Decision Making process

• Capacity vs Competency

Easily Influenced Residents

• Non-verbal communication

• Person Centered Care-know your person

• K.I.S.S.-yes/no, thumbs up/down, give choices

• Eye contact, touch

• Make time-wait for their answer

• Say when you don’t understand

• Use humor, music, what ever works

• Behavior is a form of communication

Communication without Words

Low Tech

• Pen and paper

• Pocket talkers

• Communication boards

Medium Tech

• Boogie Board RIP

• computer programs

• Apps

High Tech

• Eye gaze systems

• Computer programs for environmental controls

https://www.atlaak.org/

Assistive Technology of Alaska

Meaningful Visits

Build a relationship…

1. Have patience

2. Find common ground

3. Spend some time

4. Use humor

5. Make it fun

but to one

person you are

the world!

To the World you

may be just one

person….