Long Term Care Ombudsman AK Care Coordination Association

Long Term Care Ombudsman AK Care Coordination Association June 28, 2017 By Teresa Holt

Long Term Care Ombudsman What is Long Term Care (LTC)? • Care for individuals provided by 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 residents in long term care facilities with a priority for individuals 60 years and older

Map of LTC Facilities

LTCO STAFF Teresa Holt State LTCO Kathryn Curry Deputy LTCO Lisa Gowdy Assistant LTCO Leana Christy Assistant LTCO Alvin Ancheta Assistant LTCO Karol Collyer LTC Specialist

Regional Staff Assignments Leana Christy Anchorage Zip Codes 99505 Debarr 99507 Tudor South 99508 East High 99567 Chugiak 99577 Eagle River Interior and Northwest Bethel Dillingham Fairbanks Northpole Delta Junction Galena Tanana Kotzebue Nome Barrow Lisa Gowdy Anchorage Zip Codes 99504 Boniface to Muldoon 99654 Mat Su Southeast and Barrow Valdez Cordova Haines Juneau Sitka Petersburg Wrangell Ketchikan Alvin Ancheta Anchorage Zip Codes 99501 Downtown 99502 Airport/Dimond 99503 Midtown 99515 Klatt 99516 Rabbit Creek 99517 West High 99518 Midtown South Interior and Northwest Seward Soldotna Kenai Kasilof Homer Kodiak

Volunteer Ombudsmen ü A passion for older Alaskans ü Friendly and outgoing ü Creative problem solving skills ü Ability to be observant and nonjudgmental ü A good listener who likes talking with elders Interested? Contact Our Volunteer Coordinator Kathryn Curry 334 -2535

Duties of the LTC Ombudsman VISIT EDUCATE EMPOWER RESOLVE I&R SYSTEMS

OLTCO Process Who do we receive complaints from? • • Resident/family/guardians Community members Care coordinators State licensing agencies-nursing facility and assisted living home Adult Protective Services (APS) Other providers including EMT, police, doctors, etc Facility administrators and staff What to we do when we receive a complaint? • • Generally visit day the complaint is received Talk with all the residents in the home Talk with guardians and family members May collect records Look for a solution that meets the residents expectations Talk with staff/administrator Make a referral if needed Follow up to ensure change continues

Mandatory Reporter Alaska Statute 47. 24. 010 requires suspected maltreatment of vulnerable be reported to Adult Protective Services by: • • Health care providers Clergy Law enforcement Guardians and conservators Administrators and employees of facilities Care coordinators Care givers v Note: with the passage of SB 83 you no longer meet your reporting requirement by reporting to OLTCO!

Unique Role of the LTCO Several agencies play a role in guarding the safety of seniors…. The LTC Ombudsman has a unique role: • Jurisdiction • Resolution • Empowerment of residents • Systems change Other agencies involved in guarding senior safety: • Medicaid Fraud Control Unit • Elder Fraud and Assistance • Law Enforcement • Court System LTC Ombudsman Adult Protective Services Nursing Home Licensing Residential Licensing

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

Top 5 Factors of Quality Care 1. Staff that performs well 2. Home like environment 3. Good food 4. Activities 5. Cleanliness

OLTCO Data for FFY 2016 Facility Visits • Friendly visits = 735 • Case related visits=191 • Volunteers donated 360 hours Complaints • 662 complaints • 92% resolved to the satisfaction of the resident Contacts • 399 consultations with individuals • 153 consultations with facility staff • 39 community education events

Top Complaints in FY 2016 Nursing Facilities Assisted Living Homes 1. Food (quality & choice) 1. Discharge and Eviction 2. Legal Issues 2. Dignity and Respect 3. Discharge and Eviction 3. Medication 4. Dignity and Respect 4. Choice and Rights 5. Symptoms Unattended

Recommended Readings Palliative Care for People with Dementia by Caringkind http: //www. caringkindnyc. org/palliativecare/ Being Mortal by Atul Gawande Dementia Beyond Disease (and Drugs) by Al Powers

To the World you may be just one person…. but to one person you are the world!