By Gina Mazza
Since 1972, as part of the Older Americans Act, the Ombudsman Program has been actively advocating for and giving voice to older adults who use long-term care services—traditionally in nursing homes, personal care homes, assisted living facilities, domiciliary care homes and adult daycare settings. Now, ombudsmen can reach further and deeper into the community to serve any recipient of long-term care services, including those provided in their homes through community-based programs.
The Allegheny County Department of Human Services Area Agency on Aging (DHS / AAA) Ombudsman Program was the first Agency on Aging in the state to extend ombudsman services from facility-based into the community. This allows the ombudsmen to educate and empower individuals who receive services at home, as well as enhancing their quality of life.
Ombudsman William Harrison is dedicated solely to the home and community-based component of the program. You may see William handing out information and talking with folks at local senior centers, older adult high rises and senior fairs around town.
The role of an ombudsman
Whether delivered in the community or a facility-based setting, ombudsmen champion the rights of older adults to achieve the highest quality of life and care. Ombudsmen may be staff, volunteers or PEER residents, but what they have in common is an impassioned commitment to listen, educate, investigate, mediate and empower through being a visible presence. Every state in the nation is federally mandated to have an ombudsman program; currently, there are 52 state programs, 572 local programs and 10,000 volunteers. The Allegheny County Ombudsman Unit is staffed by a supervisor, seven full-time ombudsmen, 20 volunteers and 20 PEERs.
Specifically, ombudsmen provide information about how to find a facility and what to do to get quality care. They are trained to resolve problems, and to educate seniors and long-term care providers about residents’ rights and good care. If you want, the ombudsman can assist you with complaints; however, unless the ombudsman is given permission to share your concerns, all matters are kept confidential.
Volunteers are essential to the ombudsman program
Volunteers are the lifeblood of the Ombudsman Program and have been certified and educated on the community aspect of the program and help to raise awareness of it as a whole.
Rita Valdrini-Morasco is one such volunteer who is trained and certified to investigate complaints. A retired federal attorney and ombudsman since 2009, Rita visits residents of Manor Care North Hills and is sensitive to the concerns of older adults.
“I wanted to make a difference at the grassroots level and that is why I decided to volunteer as an ombudsman,” Rita explains. “I find great satisfaction in being of assistance in all types of situations—from seeking a nurse to answer a call light or helping to modify facility policy in denying soda to residents whose few joys in life include what they eat and drink each day, to helping a resident file a criminal complaint for theft of property. It amazes and humbles me to think how a simple action on my part can make a world of difference to someone who is ill or recovering. Sometimes I wonder who benefits more from my efforts: the resident or me.”
The volunteers are a critical component of the AAA team and allow them a much larger physical presence at facilities and throughout the community, according to Jeffrey DiMeolo, supervisor of the Ombudsman Program. “Volunteer ombudsmen educate and empower residents and their families to resolve issues that are important to them,” Jeff comments. “Since there are only seven staff ombudsmen, it’s very difficult to visit a facility as often as we’d like. Volunteers bring our program to the residents. We have a great deal of respect for them.”
Volunteers are needed
The Allegheny County Ombudsman Program is currently looking for dedicated volunteers. This part-time, voluntary position serves as a representative of the Pennsylvania Long-Term Care Ombudsman Program and provides support to the staff ombudsmen. Volunteers are trained and state certified to resolve issues related to rights and quality of care.
To learn more about the DHS / AAA Ombudsman Program or to volunteer, call (41) 350-5044.
Who can use the Ombudsman Program?
You are a right fit for the program if you are a:
• resident of any nursing home, personal care, or board and care facility, including assisted living facilities.
• family member or friend of a nursing home resident.
• nursing home administrator or employee with a concern about a resident at their facility.
• person or citizens group interested in the welfare of residents.
• person or family who are considering long-term care placement.
• person who wants to report concerns about poor care or other problems to the ombudsman program.
• person who receives long term-care services in their home.
• person who attends a LIFE program.
Here is a quick list of the types of concerns that an ombudsman can address:
• Violation of residents’ rights or dignity
• Poor quality of care, including inadequate personal hygiene and slow response to requests for assistance
• Improper transfer or discharge of patient
• Inappropriate use of chemical or physical restraints
• Any resident concern about quality of care or quality of life
Know your rights as a recipient of long-term care
services
In order to know how an ombudsman can best assist you, it’s important to know what your personal and legal rights are as a resident of a long-term care facility or consumer of long-term care services in your home or in the community.
• The right of citizenship. Nursing home residents do not lose any of their rights of citizenship, including the right to vote, have religious freedom and associate with whom they choose.
• The right to dignity. Residents of nursing homes are honored guests and have the right to be treated as such.
• The right to privacy. Nursing home residents have the right to privacy whenever possible, including the right to privacy with their spouse, the right to have their medical and personal records treated in confidence, and the right to private, uncensored communication.
• The right to personal property. Nursing home residents have the right to possess and use personal property and to manage their financial affairs.
• The right to information. Nursing home residents have the right to information, including the regulations of the home and the costs for services rendered. They also have the right to participate in decisions about any treatment, including the right to refuse treatment.
• The right of freedom. Nursing home residents have the right to be free from mental or physical abuse, and from physical or chemical restraint unless ordered by their physician.
• The right to care. Residents have the right to equal care, treatment and services provided by the facility without discrimination.
• The right of residence. Nursing home residents have the right to live at the home unless they violate publicized regulations. They may not be discharged without timely and proper notification to both the resident and the family or guardian.
• The right of expression. Nursing home residents have the right to exercise their rights, including the right to file complaints and grievances without fear of reprisal.