nys ltcop 2010 importance of documentation or why do i have to turn in a monthly report?

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