It's The Law, Man
This Resident Right is about sleep an wake
# 19 Retire and rise on own schedule per request
Apartment or Room upkeep
#1 A safe and clean living environment
The staff member responsible for the entire building and staff
The Nursing Home Administrator or Executive Director (Assisted Living)
The first step for Complaint Handling
Intake
• Receive complaint from resident, family/representative, another
person/agency, or Ombudsman observation.
• Explain Ombudsman role, confidentiality, and process.
• Identify urgency, safety concerns, conflicts, and prior resolution attempts.
• Probable physical harm: respond by end of next business day.
Medication
Nurse on duty
The Resident Right about being a guinea pig
#12 Refuse to serve as a research subject
Excuse me I need help
#4 Have all reasonable requests and inquiries attended to promptly*Note this can be done through any form of communication*
The team member that is all about fun and engagement
The Activities Director aka Life Enrichment Director
Step two of Complaint Handling
Investigation
• Observe and interview relevant people; review appropriate records.
• Determine what has already occurred and what information is missing.
• Research applicable OAC, ORC, federal/CMS requirements, and
standards.
• Determine whether the complaint is verified based on the investigation.
Investigation
Broken Blind
The Resident Right about Abuse
# 2 Be free from physical, verbal, mental, and emotional abuse and to be treated at all times with courtesy, respect, and full recognition of dignity and individuality
I get around untethered
#13 Free from chemical and physical restraints or prolonged isolation
The person on staff that is responsible to create the residents' Care Plan
The MDS (Minimum Data Set) nurse. This is just one of the nurse's tasks
This is step three for Complaint Handling
Resolution
• Use empowerment, education, negotiation, mediation, referral,
grievance/appeal or hearing advocacy as appropriate.
• Keep advocacy directed toward the resident's stated goal; revise the plan
with the resident as needed.
Discharge
Social Worker/Social Services
My Primary Care choice
#7 Select staff physician of choice and select attending physician not on staff if desired
Pull my curtain. Shut my door
#11 Privacy during medical examinations and personal care
This is the person responsible for providing the daily menu
The Dietary Manager/Director aka Dietician/Nutritionist
Step four of Complaint Handling
Follow-up
• Verify promised/agreed actions actually occurred.
• Determine whether the outcome addresses the resident's goal.
• Continue appropriate advocacy if unresolved.
Thirsty
Nurse's Aide
The Resident Right about grievances
#34 Voice grievances and recommend changes in policies and services to the home's staff or other entities associated with the home, free from restraint, interference, reprisal, or discrimination
Reasons for Discharge
#30 Not be transferred or discharged except for, welfare pf the resident cannot be met, or health has improved, the health or safety of individuals is endangered, non-payment or revocation of the Facility's license or certification
The boss of the residents' direct care (floor) staff
The Director of Nursing (DON)
It is all about me
The resident/client/consumer
Sticky floor
Housekeeping