How to Get Involved / Your Role

Just as with your children’s schools, your loved one’s nursing facility or assisted living center is an important facet of your family’s life. Being as involved as possible will help you feel connected to the care center and to be comfortable with that care.

Even though you are not caring for your loved one full-time in your home, you can be very involved in their life and the quality of their care. In fact, many nursing centers have family councils composed of relatives and residents of the center. With the goal of creating or maintaining a high quality of life for the residents, these councils may meet once a month or so. This gives you great information on the center as well as the opportunity to meet other families who are sharing your experience.

You may also choose to volunteer at the center. Nursing centers always have volunteer opportunities, especially in planning recreational activities. Poll the residents – perhaps they’d enjoy a classic movie night, a musical performance or even a family talent show, giving them the chance to brag about their grandchildren on stage!

The more involved you are, the more connected you will feel not only to your relative, but also to their caregivers at the center.

How should I report problems with service I’m getting?

You are the best judge of the quality of services and your loved one deserves the best care possible. It is up to you to provide feedback and continue to make decisions. Most problems are easy to solve, once the provider knows about them. Communication is key to make sure your wishes and needs are met.

Here are people to contact if there is a consistent problem with services:

  • Staff person involved
  • Her or his supervisor
  • The director of nursing
  • The director or administrator

Know who to talk with about problems with services you purchase, and gather facts before meeting with them. AARP recommends the following to report problems:

  • Ask why things happen the way they do, what options for change are available and what compromise can be reached.
  • Be firm but open in your approach. Adopt an attitude of “we can solve this thing together.” Be assertive but try not to put anyone on the defensive.
  • If you can, keep dated notes on the problem and your subsequent conversations with the providers. Then, when something is agreed upon, you have notes to refer to if a problem recurs.
  • Try to solve the problem directly with the worker or organization before seeking outside help.
  • Speak first with the staff person(s) involved when trying to resolve problems. Since that person is probably the one closest to the problem, he or she may best be able to fix it more efficiently. This approach creates a positive atmosphere for working together to ensure good results.

What can I do if first attempts at resolving a problem fail?

For problems about an organization’s policies, talk with a manager or someone in charge to resolve the problem. If the problem is not resolved, you need to take further action.

Long-term care ombudsmen work with consumers and providers to resolve problems and monitor quality of care through regular visits and review of the results of each state’s Department of Health surveys. Ombudsmen respond to complaints about all types of long-term care, home care and community-based services, residential and adult care facilities, and nursing homes. Contact your state Department of Health for more information.