Baltimore County, MD Time of Your LIfe, 22 Apr 2022

Previous Meeting Next Meeting

⏯

youtube image

►

From YouTube: The Ombudsman Program: Preserving and Advocating the Rights of Residents

Description

Lynn McCamie, Program Manager, Ombudsman Manager
Baltimore County Department of Aging

A

Welcome back to the time of your life., I'm your host, ethel rasmussen..

A

This final segment offers education about the type of resources that are.

A

Available to support older adults who are residing in long-term care, facilities.

A

We are pleased to have lynn mccamie, program manager of the ombudsman program at bcda on the show to share information about this important service.

A

Lynn, welcome to the show.

B

Thank you so much for having me.

A

The ombudsman program began as a demonstration program in.

A

The early 1970s under the authorization of the older americans, act.

A

Can you share information about the origin of the program?.

A

B

The program was started to ensure that those in nursing homes had a voice.

B

And to ensure that safety was going to be there as the regulations were so being formulated.

B

As time went on,, there were many amendments and that included, giving a voice to those,.

B

Not only in nursing homes, but assisted livings and in retirement communities that had nursing and assisted living, portions.

B

It's very important to know that residents aren't alone and.

B

This program helps to ensure safety and their voice is being uplifted.

A

Lynn, residents of long-term care facilities have rights.

A

Can you provide examples of long-term care facilities and share those rights with our viewing audience?.

A

B

Examples of long-term care facilities in maryland would be your nursing, homes,.

B

Your assisted livings, and you're continuing care retirement communities.

B

That had the nursing or assistive portion, on-site.

B

Residents do have rights, just as they would if they live out in the community.

B

Those rights include being able to have visitors,.

B

Making sure that they can choose who their doctors are,.

B

Learning about their care and being a very hands-on portion with picking how their care is going to be provided.

B

Other rights are things that you and I might take for granted like utilizing the telephone,.

B

Opening your own mail,, making sure that you are a part of the decision-making,.

B

And believe it or not, choosing, if and when you want to take medication.

B

Or you want to be a part of a daily hygiene schedule.

B

Some residents, I've learned, are very comfortable with creating.

B

Their own hygiene plan- and it doesn't always include a day-to-day as we may have thought.

B

Helping to ensure that their voice is being heard and their rights are not being.

B

Violated just because they need assistance is something that the ombudsman's program is there to do.

B

The ombudsman's program's role is defined as protecting.

A

The rights and well-being of residents in long-term care, facilities.

A

Can you share the type of support a certified ombudsman can offer?.

A

B

We wear many different hats and those hats at times allow us to be mediators,.

B

Making sure that information is getting from the resident to the appropriate venues.

B

We serve as communicators helping.

B

To get the resident's voice to the appropriate settings as well.

B

We often help residents when they need to apply for.

B

Mediation and a hearing if a discharged notice has been issued.

B

We also help them navigate a care plan or resident meaning.

B

We also provide education and we do that by helping.

B

Resident counsels and family counsels be aware of how to engage,.

B

What their rights are, and how to hold the facilities accountable? If there are questions on the table.

B

The last thing that we do is we broker where.

B

The information should go and if an outside stakeholder,.

B

Like the regulatory body,, the police, or maybe medicaid or medicare need additional information,.

B

We're there also to make sure that that information is provided and worked. On,.

B

Not just thrown out there and left by the wayside.

B

Lynn, ombudsmans step in to advocate on a range of issues.

A

Can you share those issues and provide a few examples?.

A

Sure. you're right.

B

It is a range of issues., it may be medication, errors or communication.

B

It may be food.

B

Someone might need a feeder and that feeder is not being present.

B

It may be safety evaluations that are needed to.

B

Ensure that therapy is being provided correctly.

B

It could be missing items,, it could be laundry,, it could be your roommate.. Sometimes it could be that they wanted to bring.

B

More programming or services into the building is not necessary and negative,.

B

But they want to know how to enhance, on the positives that have happened.

B

We do spend a fair amount of time working on discharges,.

B

Care plans, and resident meetings., it's all about helping ensure the continuity of care is being.

B

Provided as it's scripted for the individual resident,.

B

Not bulk piece mail that sometimes we often see.

A

If you receive a complaint,, is there a fee or will the information be shared??

A

I'm so glad that you asked that.

B

Our program is a free and confidential program.

B

We are able to respond to complaints and concerns,.

B

Mostly through our core business hours of monday, through friday, 8:30 to 4:30.

B

However, the program really is a 24/7, 365 program.

B

When we aren't here,, we do have a confidential voicemail that receives.

B

The person's phone calls early morning or late at night,.

B

And only a certified ombudsman is returning the phone call of the individuals, so they don't have to worry about. Who might be calling me back, or has everyone heard my message,.

B

And that ombudsman will be ready to jump right into any levels of advocacy. That's necessary.

A

Lynn, for those interested in learning more about the ombudsman program or to file a complaint, who, should they contact?, they should contact the program directly.

B

Our main number is 410-887-4200 and our trained staff.

B

Would be able to start the intake of gathering the important details of what's the issue,.

B

How to reach them,, who are the main people that might need to be contacted or are involved in that.

B

Then a certified ombudsman would be able to process next steps for a on-site visit,.

B

A virtual visit, securing permission.

B

We do everything with permission of the resident.

B

Or the appropriate decision-maker that might be aligned.

B

Once we receive their permission,, then we can talk about levels of advocacy that might be done with the ombudsman's program,.

B

Or if another stakeholder might have to be involved in making that happen.

B

If there are some criminal aspects to this,, then we would also be teaming with the police.

B

To ensure that the criminal pieces are being adjusted,.

B

And if there are any legal proceedings,, then we might team with legal aid..

B

The ombudsman would always still stay with the resident to.

B

Ensure that the resident understands what's happening and.

B

Their safety is being taken care of, while the other pieces of.

B

The crime or any other legal matters still might be sorted. Out.

A

Lynn,, thank you for sharing such valuable information.

A

You are quite welcome., my pleasure.

B

We love helping those that are in.

B

Long-Term care settings and being [inaudible], probably a hidden gem.

A

Please save the date for the power of age expo on october 27th,.

A

2022 at the maryland state fairgrounds, celebrating expo's 35th anniversary.

A

Enjoy continuous live, entertainment, special feature, areas,.

A

Free health screenings up to 300, sponsors,, exhibitors, and more. for sponsorship and exhibitor information,.

A

Please call 410-887-2012.

A

That's today's show.. Thank you for spending your time with us.. Please remember,! You can call the department of aging's information line called maryland access point.

A

Of baltimore county or map at 410-887-2594,.

A

With questions pertaining to older adults and persons with disabilities.

A

This show may also be viewed anytime on the internet at.

A

Www.Baltimorecountymd.Gov/Videos with open captioning.

A

That brings us to the conclusion of this edition of the time of your life,.

A

A national mature media award winner about the services and contemporary topics that keep you in the know.

A

Until next time.