The Senior Source is the ombudsman for Dallas County and ensures that 16,000 residents of nursing homes and assisted living facilities get dignified care each year.
By Meg Townsend
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| When considering a move to a care facility, it’s imperative that older adults and their loved ones understand the rights guaranteed to residents. Ombudsmen like The Senior Source’s Arreale Turner (left) act as advocates for residents.(Courtesy The Senior Source) |
Dallas County nursing home resident Ann (name changed for confidentiality) has multiple sclerosis and is in bed most of every day. One day she was trying to summon the nursing staff through her call button; however, she found she couldn’t operate it because of weakness in her hands. She told facility staff, saying she worried that she wouldn’t be able to alert them when she needed assistance in the future. Her concerns were ignored. Ann was also concerned the nursing facility was understaffed at night, and that she was receiving her medication hours later than she should. Feeling frustrated that no one was listening to her, she turned to her ombudsman for help.
Ombudsmen (derived from a Scandinavian term that means “advocate”) are independent spokespersons who give a voice to the residents of nursing homes and assisted living facilities, ensuring that residents’ needs are heard, met and addressed, as mandated by state and federal law.
In Dallas County, The Senior Source houses ombudsman services and oversees 79 nursing homes and 197 assisted living facilities. The ombudsman program is a valuable resource to individuals and families navigating life in a care facility (especially for residents who may not have family nearby), as well as families choosing facilities for their loved ones.
After an ombudsman heard Ann’s complaints and advocated on her behalf to the facility’s management, reiterating her rights as a resident and developing a plan to address her needs, Ann’s care improved significantly. She now has consistent access to staff who are trained to address her needs, and the facility installed a special call button for her that she activates with her chin when she needs help.
‘It’s important for residents to know their rights’
Choosing to move to a long-term care facility is a difficult decision for individuals and the loved ones who care for them. It’s also a common decision: 70% of older adults will need some kind of long-term care in their lives, whether for rehabilitation after surgery or for specialized care in a nursing home.
If and when it does happen, though, “It is so important for residents to know their rights,” says Suzanna Sulfstede, director of the Long-Term Care Ombudsman Program at The Senior Source. Those rights include all the same rights that they had before moving into a facility — plus a few more as designated by federal and state law.
October is Residents’ Rights Month, as designated by The National Consumer Voice for Quality Long-Term Care, and there’s no better time to revisit the laws that protect older adults living in nursing facilities. Under the 1987 Nursing Home Reform Law, nursing homes are required to “promote and protect the rights of each resident.” Federal and state laws protect residents of nursing homes and state laws protect residents of assisted living facilities. These laws are not voluntary; they’re mandatory and facilities are held accountable for their adherence to these laws. A nursing home’s participation in Medicare and Medicaid is contingent upon meeting these federal residents’ rights requirements.
Residents have a right to:
- All of the same rights they have as citizens of this country
- Be treated with dignity and respect
- Be free from abuse and neglect
- Live in safe, decent, clean conditions
- Be involved in making decisions about their care
- Receive visitors
- Have an electronic monitoring device in their room
- Not be discharged, except for very limited, specific reasons
- Express concerns without fear of discrimination or retaliation
For residents who cannot advocate for their rights on their own, an ombudsman fills the gap. “It is equally important for them to know that an ombudsman is available to protect their rights and be their advocate,” Sulfstede says. “Every day we see the difference an ombudsman makes in a resident’s life. Issues get resolved and quality of life improves.”
Care facilities are required to post information about the ombudsman program that serves it on both the facility’s website and at the facility itself. An ombudsman’s services are free of charge and their contact information should be accessible by any person in the facility. Since The Senior Source provides all ombudsman care for Dallas County, a list of ombudsmen for individual facilities can also be found on the nonprofit’s website.
What does an ombudsman do?
An ombudsman advocates for a resident upon request, when a resident reaches out, and through regular, unannounced visits to facilities. During these visits, ombudsmen talk with each resident about their care and may also talk to family members. Ombudsmen will work to resolve complaints on behalf of residents. The process is confidential and led by the resident, meaning that an ombudsman will not take action without the express consent of the resident or that person’s legally authorized representative, such as a power of attorney or guardian. Residents must also consent to who the ombudsman speaks with, as residents or their family may be uncomfortable with the ombudsman speaking with a particular staff member at the facility.
Ombudsmen listen to residents’ concerns, determine whether an investigation is needed and provide recommendations for possible courses of action to address complaints. Residents and family members should know that ombudsmen are independent from the facility and that all services are confidential.
Ombudsmen at The Senior Source also educate residents and facility staff about residents’ rights and abuse and neglect. These advocates are so sought after for their expertise that they also make policy recommendations to government agencies and elected officials. These ombudsmen have recently spent time advocating for a federal rule to implement a mandatory staffing ratio at nursing facilities.
In addition to advocacy for residents, ombudsmen help guide people in the community throughout the process of choosing a facility for a loved one. While they do not refer you to a specific facility, they can counsel families about specific needs or provide insight about common complaints addressed at certain facilities. Ombudsmen can also help individuals access information from the state’s most recent licensing inspection so that families looking to choose a facility are informed and confident in their decision.
How you can help
To extend its reach, The Senior Source also utilizes volunteer long-term care ombudsmen who are trained through a 36-hour certification course. This ensures that advocacy is available for even more residents in long-term care facilities across the county. “With the rising number of residents who are going into care, [it’s] a supportive mechanism to ensure quality health care and safety,” says Lue Sumlin, a certified volunteer ombudsman with the program. “The volunteer ombudsman position also serves a vital role with the families of those in the long-term care facilities. The families know there is an extra eye and help to their loved ones.”
The Friendly Visitor Program, also created and run by The Senior Source, is another way the organization provides care and advocacy for older adults. Groups of volunteers engage in fun and meaningful activities with adults living in long-term care facilities across Dallas County.
Additionally, The Senior Source serves older adults and their families through a variety of free resources beyond ombudsman services, including:
- Caregiver support groups and one-on-one care consultations for those who provide care for their older relatives
- Education, resources and tools to help prevent financial fraud and scams from happening to seniors
- Budgeting and signing up for state and federal benefits
- For seniors seeking employment: webinars, mock phone interviews and resume review
For more information about The Senior Source, visit their website.
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Ombudsmen give voices to residents in nursing homes and assisted living facilities
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