1. Empowering the Family

2. Outline for the Day 1.VOYCE Overview and Ombudsman Role Overview 2.Resident Rights 3.How to Advocate For Your Loved One Proactively 4. Common Problems and Potential Solutions

3. Take Away’s Educated on residents rights while living in a long- term care community Understand multiple avenues to address your concerns as a family member Gain advice/tools to learn to effectively advocate for your family member

4. VOYCE Overview and Ombudsman Role

5. Our Mission “To educate and empower persons and their families for quality living across the continuum of long-term care”

6. VOYCE Service Area St. Louis City St. Louis, Jefferson, Franklin and St. Charles counties 16 counties in northeast Missouri Adair, Clark, Knox, Lewis, Lincoln, Macon, Marion, Monroe, Montgomery, Pike, Ralls, Randolph, Schuyler, Scotland, Shelby and Warren

7. The Long Term Care Ombudsman Program Volunteer Ombudsmen ADVOCATE FOR THE RIGHTS OF RESIDENTS OF LONG-TERM CARE and help residents and their families with: Conflict with staff or other residents Issues related to personal care and treatment Trained staff help long-term care communities with: Family conflict Discharge/eviction Billing issues

8. Resident Rights

9. Participation in your Care Receive information on your care, treatment and any changes Attend your care plan meeting Refuse treatment Choices Choose what is important about your life Accommodation of your Needs Receive services based on your needs

10. Resident Rights Management of Your Financial Affairs No holding or spending of your personal money by others without your written permission Obtain a financial report quarterly or upon request Protection from Abuse, Neglect, and Restraint No verbal, sexual, physical, financial, or mental abuse No chemical or physical restraints without a doctor’s order for a medical condition

11. Missouri’s Elder Abuse and Neglect Hotline The Missouri Department of Health and Senior Services (DHSS) investigates abuse, neglect and exploitation of: Vulnerable individuals age 60 and older People with disabilities between ages 18 and 59 Individuals living in the community or long-term care communities (residential care, assisted living, intermediate care, and skilled nursing) If you suspect is being abused, neglected or exploited, call: Hotline Number: 1-800-392-0210

12. Resident Rights Fully Disclosed Information Obtain complete information about your rights and the rules related to your stay View your records upon request Access facility inspection report anytime Privacy Your treatment, phone calls, visits, mail, resident meetings and all other records must remain private Visitors Accept or deny visitors 24 hours a day

13. Resident Rights Remain in the Facility Refuse any request to leave, unless for nonpayment or health, safety, and welfare of yourself or others Appeal any discharge notice, which you must receive in writing 30 days in advance Receive the facility’s bed-hold policy in writing when you are hospitalized Return to the first available bed if you choose not to pay for a bed-hold

14. How to Advocate for Your Loved One

15. Common Problems Refer to handout

16. Setting Expectations Not one-on-one care If a resident is competent, legally, the community should abide by the resident’s wishes, even if it contradicts with the family’s wishes Set your expectations with the staff at the long-term care community How/when should concerns be addressed? What is expected follow up?

17. Family Advocacy Act on Fact, not Emotion Document all incidents Present to department head involved Try to focus on the root of the issue, with specific incidents as support Response of staff No Resolution?

18. Staff to Turn To Administrator Director of Social Services Director of Nursing Directly Go to Nursing Staff Care Plan Meeting

19. Other Avenues to Solve Issues Ombudsman VOYCE Office Elder Abuse and Neglect Hotline Medicare/Medicaid

20. PANEL How have you advocated for residents in your role? What tips do you have for family members from your perspective?

21. QUESTIONS