View
215
Download
0
Tags:
Embed Size (px)
Citation preview
NYS LTCOP 2010
Importance of Importance of DocumentationDocumentation
oror Why do I have to turn in Why do I have to turn in
a monthly report?a monthly report?
Fast Facts about NYS
Nationally:• 3rd in the number of LTC beds with 162,000• 3rd in the number of cases/complaints handled • 2nd in the number of local LTCOPs with 40• 2nd in the number of certified volunteer
ombudsmen with 943• 4th in percent of complaints satisfactorily resolved
NYS LTCOP 2010
NY ranks 43rd in the number of paid LTCOP staff per LTC beds
NYS LTCOP 2010
The Ombudsman The Ombudsman Program is only as Program is only as
effective as our effective as our volunteersvolunteers
Do you think it’ll matter if I don’t submit this story on that Watergate thing?
Recording Your Work is Important
NYS LTCOP 2010
NYS LTCOP 2010
Where do Ombudsman Reports go?
NYS LTCOP 2010
How is the data used? Accountability Program management Information sharing Identifying, tracking and
analyzing trends Systems advocacy
What story does the data What story does the data tell about Program tell about Program
Priorities?Priorities?
AccessAccess
EmpowermentEmpowerment
Effective complaint resolution Effective complaint resolution
and systems changeand systems change
NYS LTCOP 2010
Percentage of Facilities Visited on a Regular Basis
0102030405060708090
100
nurs inghomes
adult carefacilities
New Y ork
National
NYS LTCOP 2010
NYS LTCOP 2010
Just The Facts Just The Facts
Your Activities that helped Your Activities that helped empower residents and protect empower residents and protect their rights and quality of caretheir rights and quality of care
Provided information and consultation Provided information and consultation to 820 persons (5,392)to 820 persons (5,392)
Participated in 100 facility surveys (513)Participated in 100 facility surveys (513) Attended 326 resident council meetings Attended 326 resident council meetings
(2,331) and 24 family council meetings (2,331) and 24 family council meetings (358)(358)
Provided 287 instances of TA to Provided 287 instances of TA to providers (2,410)providers (2,410)
NYS LTCOP 2010
Figure 12: NY Complaints vs Consultations to Individuals
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
45,000
50,000
1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
Complaints Consultations to Individuals
NYS LTCOP 2010
Figure 1: NY Cases Opened, Cases Closed, & Complaints
0
5,000
10,000
15,000
20,000
25,000
30,000
1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
Complaints
Cases opened
Cases Closed/Complainants
6,284 6,721 7,830 8,216 9,502 11,119 9,775 22,164 26,577 24,774 17,718 18,428 14,918
5,898 5,860 6,603 6,591 7,344 8,530 7,129 22,388 26,577 23,742 10,961 12,046 13,048
5,900 5,558 6,480 6,301 7,337 8,345 7,083 18,472 26,267 22,195 9,770 12,439 13,151
NYS LTCOP 2010
Who is Complaining?
0
500
1000
1500
2000
2500
3000
3500
Nurs ingHomes
AdultHomes
res idents
relative/friend
g uardian
ombudsman
facility
phys ician
social services
unknown
other
NYS LTCOP 2010
Complaint Venue
6,86286%
1,15314%
240%
New York
nursing homes
adult care facilities
other
NYS LTCOP 2010
Figure 4: NY Complaints by Group for All Facilities
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
10,000
1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006
Residents'Rights
Resident Care
Quality of Life
Administration
Not AgainstFacility
Total Complaints% Resolved*
6,228 6,697 7,775 8,175 9,416 11,079 9,742 21,987 26,519 24,704 17,284
77.14% 78.59% 79.78% 79.79% 85.10% 78.29% 88.19% 88.09% 90.15% 89.85% 89.94%
Does not include complaints from Other Settings. * Includes complaints Fully or Partially Resolved.
Nursing Home Complaints by Category
NYS LTCOP 2010
Most Frequent Nursing Home Most Frequent Nursing Home ComplaintsComplaints
Discharge/eviction (planning, notice, process)Discharge/eviction (planning, notice, process)
Failure to respond to requests for assistanceFailure to respond to requests for assistance
Dignity/respect/staff attitudesDignity/respect/staff attitudes
Medications –administration Medications –administration
Assistive devices or equipmentAssistive devices or equipment
Symptoms unattended, pain not managed, no notice to Symptoms unattended, pain not managed, no notice to others of changes in conditionothers of changes in condition
NYS LTCOP
Most Frequent Nursing Home Most Frequent Nursing Home ComplaintsComplaints
StatewideStatewide Discharge/eviction (planning, Discharge/eviction (planning,
notice, process)notice, process) Failure to respond to Failure to respond to
requests for assistancerequests for assistance Dignity/respect/staff attitudesDignity/respect/staff attitudes Medications –administrationMedications –administration Assistive devices or Assistive devices or
equipmentequipment Symptoms unattended, pain Symptoms unattended, pain
not managed, no notice to not managed, no notice to others of changes in conditionothers of changes in condition
Region IIIRegion III Exercise Exercise
preference/choice/rightspreference/choice/rights Symptoms unattended, pain Symptoms unattended, pain
not managed, no notice to not managed, no notice to others of changes in others of changes in conditioncondition
Failure to respond to Failure to respond to requests for assistancerequests for assistance
Assistive devices or Assistive devices or equipmentequipment
Food service (quantity, Food service (quantity, quality, choice) quality, choice)
NYS LTCOP
It concerns me that facilities should do these types things to residents.
Adult Care Facility Complaintsby Category
NYS LTCOP 2010
Most Frequent Adult Home Most Frequent Adult Home ComplaintsComplaints
Medications - administrationMedications - administration
Discharge/eviction (planning, notice, process)Discharge/eviction (planning, notice, process)
Food service (quantity, quality, choice)Food service (quantity, quality, choice)
Dignity/respect/staff attitudesDignity/respect/staff attitudes
Person property lost or stolenPerson property lost or stolen
NYS LTCOP 2010
Most Frequent Adult Home Most Frequent Adult Home ComplaintsComplaints
StatewideStatewide
Medications - Medications - administrationadministration
Discharge/eviction Discharge/eviction (planning, notice, (planning, notice, process)process)
Food service (quantity, Food service (quantity, quality, choice)quality, choice)
Dignity/respect/staff Dignity/respect/staff attitudesattitudes
Person property lost or Person property lost or stolenstolen
Region IIIRegion III
Food service (quantity, Food service (quantity, quality, choice) (1)quality, choice) (1)
Exercise of preference, Exercise of preference, choice, rights (1)choice, rights (1)
Information regarding Information regarding rights, benefits, services, rights, benefits, services, right to complain (2)right to complain (2)
Medications – Medications – administration (2)administration (2)
Personal property lost or Personal property lost or stolenstolen
NYS LTCOP 2010
NYS LTCOP 2010
Ombudsman Complaints by % Verified in Region II FY 2008
0%
20%
40%
60%
80%
100%
120%
% Ombudsman Complaints Verified 46.5% 95.8% 100.0%
National Average 77.5% 77.5% 77.5%
NJ NY PR
NYS LTCOP 2010
Ombudsman % Funding by Source in Region II FY 2008
0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
Federal Funds 51.0% 88.8% 94.4% 57.8%
State Funds 49.0% 8.3% 0.0% 34.2%
Local Funds 0.0% 2.9% 5.6% 8.0%
NJ NY PR 50 States + DC & PR
NYS LTCOP 2010
Figure 21: NY Facility Beds by Type of Facility
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008B&C, ALF,RCF & SimilarBedsNursing Facility Beds
40,000 40,000 40,000 40,000 40,000 45,000 45,000 44,860 41,195 40,813 40,585 34,278 41,599115,000 115,000 118,879 118,879 120,776 122,156 122,156 122,291 122,249 121,135 120,347 121,299 120,640
NYS LTCOP 2010
Your reports tell the Your reports tell the story of New York’s story of New York’s
Ombudsman Program. Ombudsman Program. What will that story say?What will that story say?
Thank you for Thank you for volunteering your volunteering your time, talent and time, talent and
compassioncompassion