Concern and Complaint Resolution

TLC IN LTC

TLC IN LTC
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Concern and Complaint Resolution
How to handle concerns effectively in the nursing home

One of the key components of family councils is to give the opportunity for families to share their concerns. The chance for open discussion of concerns is key for two reasons: Families need support from others with similar experiences. They want to be listened to and be heard, and; Sharing individual concerns helps to identify and understand the concerns that are affecting a majority of residents. It is of utmost importance for council meetings to be held without staff present in order for all families to feel free to share without fear of retaliation. To accomplish its goals, a family councils must develop a system for hearing and handling individual concerns. Time set aside during meetings to create solutions or a committee established for that purpose of resolving concerns are both useful ways of handling concerns. While individual concerns are important, councils want to avoid having individual complaints overshadow the purpose of a family council. Councils can fail and members will lose interest, if meetings become bogged down in the negative and never get into solutions. Remember, the objective is to listen to individuals to provide support, and to listen in order formulate a clear plan of action; Avoid having the total meeting be a gripe session. Find a balance. Listening to complaints, yet not being dominated by them. A skilled leader or discussion facilitator allows each council member time to express his/her concern and then helps the group synthesize the concerns into 1 or 2 concerns that the group can work together to resolve.

Concentrate on group problems but to remember that councils offer support for families. Achieving a balance is important. Sometimes councils have to listen, even if family does not want to take action. For the concerns that affect residents facility-wide, the council can consider the following steps toward resolution: Identify those that affect many residents and set a plan of action. Council members should agree it is an issue they want to pursue. Gather information - Does the council need more information from facility staff, the ombudsman, or an outside agency before it can proceed with resolution? Brainstorm for possible solutions. - What do family members and residents want as an ideal final result? Develop possible strategies to achieve that solution. Present your concern, solutions, and strategies to the administrator in a reasonable, non-threatening way. Be friendly, but firm. When presenting concerns to the administrator, use specific examples. Talk in facts as much as possible, not generalities. Select a committee that meets regularly with the administrator to present concerns and to hear latest news from administrator; Develop a reporting form and ask for a written reply from administrator. Be prepared to present concerns to the board of directors or corporate office, if the nursing home does not cooperate and address concerns. If a facility cites regulations as the reason for not changing, action can be taken by: Gathering information on the laws and regulations., Talking with local ombudsman, Asking facility for its policy (may be a policy, not a federal regulation). Contacting Department of Public Health for additional information. If a regulation is the stumbling block, work with administration and staff to seek a waiver of existing regulations. Cooperate with advocacy groups like TLC in LTC to seek legislative changes.
For the concerns that are not appropriate for the whole council to address, councils should inform families of the following and empower them to be their own advocates. Keep a log - date, time, shifts, places, staff members and residents involved in the complaints. Take concerns to administration and/or department heads as appropriate, perhaps without identifying specific residents. Take concerns to staff when concern is noticed. Do not wait for councils meetings. Attend care plan conferences (councils inform families about care plans). Thank and praise staff for a job well done. Put concerns in writing to administration and department heads. Know the residents' rights. Know about current best practices and examples of nursing homes providing individualized care. Know who to contact on facility's governing board and/or corporate office. Know who the ombudsman is and how to contact your local ombudsman. Know how and when to call the Department of Public Health. IL Dept. of Public Health Nursing Home Hotline: 1-800-252-4343 Know about appropriate resources, such as the Department of Public Aid, local ombudsman programs, etc.
Find out more about an... Example of A Family Council Effectively Resolving a Concern.
It is important for council leadership and committee members who deal with staff to approach staff appropriately. They should know residents' rights and firmly demand those rights be upheld. Diplomacy, knowledge of acceptable nursing home practices, and an ongoing cooperative relationship will be key to successful resolutions.