The second CRC presentation was held on June 11. Janet Ruboy of Jewish Family and Children’s Services talked about the National, State and Local Long-Term Care (LTC) Ombudsman program. Each state has a state ombudsman. Originally this was the extent of the program- they waited for complaints to be brought to the ombudsman. This is the model used for the current Assisted Living Ombudsman. But the LTC Ombudsman program then expanded to encompass 25 local programs that each has a team of volunteers to maintain a presence in every licensed nursing facility. Ombudsmen receive, investigate and resolve concerns by/about residents (and occasionally staff). They also provide information on long-term care, assisted living and other elder issues and work within the system to advocate and educate for/about the needs of elders. They will even take calls from patients/families looking for placement and give them suggestions as to where and how to conduct their search. Although they cannot recommend against a particular facility they can suggest the kinds of things families should be looking for or asking about in that facility.

The West Suburban program has a staff of 27 volunteers. Each has completed a 3-day intensive training and passed a certification exam administered by the Executive Office of Elder Affairs. They conduct, at minimum, a twice monthly visit to each facility for which they are responsible. Usually they are in those facilities once a week or more. Ombudsmen try to be visible and get to know the residents so that they know they have an advocate and feel comfortable approaching him/her.

Ombudsmen suggest changes to facilities if they see they are out of compliance with regulations, although they have no enforcement powers. If there is a compliant, with the permission of the patient or guardian, they can review the chart and begin a process of mediation with the facility. If unable to resolve problems they then refer to the Department of Public Health which, as the licensing body, has enforcement powers.

Ms. Ruboy also talked about some useful resources. She mentioned the DPH website, which has been discussed in this space (April), where you can access a summary of state survey information for specific facilities- http://www.state.ma.us/dph/. She left copies of a listing of all the LTC Ombudsman programs in the state, a copy of "Your Personal Care Plan: Getting the Care That’s Right for You in a Nursing Home", a DPH and EOEA publication and "A Massachusetts Guide to Medicare and Medicare HMO APPEALS". We also purchased a book she highly recommends "Nursing Homes: Getting Good Care There". All are available for review through the CRC. Contact Ellen Forman, via e-mail or x6-5807.

MA Nursing Home Ombudsmen (Exec. Office of Elder Affairs website).
MA Assisted Living Ombudsmen (Exec. Office of Elder Affairs website).

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