NYS LTCOP 2010 Importance of Documentation or Why do I have to turn in a monthly report?

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NYS LTCOP 2010 Importance of Documentation or Why do I have to turn in a monthly report?

Fast Facts about NYS Nationally: 3 rd in the number of LTC beds with 162,000 3 rd in the number of cases/complaints handled 2 nd in the number of local LTCOPs with 40 2 nd in the number of certified volunteer ombudsmen with th in percent of complaints satisfactorily resolved NYS LTCOP 2010

NY ranks 43 rd in the number of paid LTCOP staff per LTC beds NYS LTCOP 2010

The Ombudsman Program is only as effective as our volunteers

Do you think it’ll matter if I don’t submit this story on that Watergate thing?

Recording Your Work is Important NYS LTCOP 2010

Where do Ombudsman Reports go?

NYS LTCOP 2010 How is the data used? Accountability Program management Information sharing Identifying, tracking and analyzing trends Systems advocacy

What story does the data tell about Program Priorities? AccessEmpowerment Effective complaint resolution and systems change

NYS LTCOP 2010 Percentage of Facilities Visited on a Regular Basis

NYS LTCOP 2010

Just The Facts

Your Activities that helped empower residents and protect their rights and quality of care Provided information and consultation to 820 persons (5,392) Provided information and consultation to 820 persons (5,392) Participated in 100 facility surveys (513) Participated in 100 facility surveys (513) Attended 326 resident council meetings (2,331) and 24 family council meetings (358) Attended 326 resident council meetings (2,331) and 24 family council meetings (358) Provided 287 instances of TA to providers (2,410) Provided 287 instances of TA to providers (2,410)

NYS LTCOP 2010

Who is Complaining?

NYS LTCOP 2010 Complaint Venue

NYS LTCOP 2010

Nursing Home Complaints by Category NYS LTCOP 2010

Most Frequent Nursing Home Complaints Discharge/eviction (planning, notice, process) Discharge/eviction (planning, notice, process) Failure to respond to requests for assistance Failure to respond to requests for assistance Dignity/respect/staff attitudes Dignity/respect/staff attitudes Medications –administration Medications –administration Assistive devices or equipment Assistive devices or equipment Symptoms unattended, pain not managed, no notice to others of changes in condition Symptoms unattended, pain not managed, no notice to others of changes in condition NYS LTCOP

Most Frequent Nursing Home Complaints Statewide Discharge/eviction (planning, notice, process) Failure to respond to requests for assistance Dignity/respect/staff attitudes Medications –administration Assistive devices or equipment Symptoms unattended, pain not managed, no notice to others of changes in condition Region III Exercise preference/choice/rights Symptoms unattended, pain not managed, no notice to others of changes in condition Failure to respond to requests for assistance Assistive devices or equipment Food service (quantity, quality, choice) NYS LTCOP

It concerns me that facilities should do these types things to residents.

Adult Care Facility Complaints by Category NYS LTCOP 2010

Most Frequent Adult Home Complaints Medications - administration Medications - administration Discharge/eviction (planning, notice, process) Discharge/eviction (planning, notice, process) Food service (quantity, quality, choice) Food service (quantity, quality, choice) Dignity/respect/staff attitudes Dignity/respect/staff attitudes Person property lost or stolen Person property lost or stolen NYS LTCOP 2010

Most Frequent Adult Home Complaints Statewide Medications - administration Discharge/eviction (planning, notice, process) Food service (quantity, quality, choice) Dignity/respect/staff attitudes Person property lost or stolen Region III Food service (quantity, quality, choice) (1) Exercise of preference, choice, rights (1) Information regarding rights, benefits, services, right to complain (2) Medications – administration (2) Personal property lost or stolen NYS LTCOP 2010

Your reports tell the story of New York’s Ombudsman Program. What will that story say?

Thank you for volunteering your time, talent and compassion