Preventing & Resolving Problems
Unfortunately, it is common to experience problems with the long-term care system, from staff not answering call bells to administering medication without consent to abusing or neglecting the residents. We all have the right to quality long-term care, and providers have an obligation to address concerns.
Regional Ombudsmen
Long-term care ombudsmen are advocates for residents of nursing homes, family care homes, and assisted living facilities. Ombudsmen provide information about how to find a facility and what to do to get quality care. They are trained to resolve problems. The ombudsman can also assist you with complaints.
Know Long-Term Care Resident’s Rights
It is very important for all of us — residents, family members, volunteers, staff, or friends— to understand the legal rights of people who live in long-term care facilities. It is easy for residents and family members to feel helpless and overwhelmed.
However, it is important to remember that consumers have choices, and there are many laws designed to protect long-term care residents. Knowing our rights will help ensure that everyone receives excellent quality of care.
Resident Rightsin a nursing home
The rights of nursing home residents are codified in both federal and state statutes with the intent of further protecting each resident’s civil, religious, and human rights while residing in a nursing facility.
Residents Rights in an Adult Care Home
The rights of residents in assisted living facilities are codified in N.C. General Statute with the intent of promoting and protecting each resident’s civil, religious, and human rights while residing in an assisted living facility.
Tips for Resolving Conflicts
If a problem or conflict arises, communication and documentation are crucial. Communicate concerns to the right people.
Go up the chain of command. If speaking to the attendant/staff person most directly involved is not successful, keep going up. Speak to the supervisor, the administrator/director/manager of the agency or facility, and, if necessary, the person to whom the administrator/director/manager reports.
Put concerns in writing. Document details about the problem including each time the problem occurs, who was involved, and how the facility responded. Document all conversations. Keep copies of all correspondence
Remember that speaking up often results in better care and services rather than in retaliation. Frequently the "squeaky wheel" really does get the "grease".
Follow the agency/facility policy for grievances. The strength of this approach is that this is the provider's own process. Concerns can usually be expressed orally or in writing. If a complaint is voiced verbally, it is a good idea to submit it in writing also.
Ask for a special care plan meeting to discuss concerns. Make sure that someone with the authority to change things attends.
Unite with others who share the same concern.
Be calm, polite, and persistent.