Introducing the “Ask Mary" column

What do I look for when choosing a long-term care facility? My mother says she doesn’t like the food at the assisted living facility she’s in. Does she have a choice? Where can I go to get help?

Mary Bruels, three year veteran ombudsman volunteer of the Long-Term Care Ombudsman Program often hears questions like these while conducting facility visits or complaint investigations at assisted living facilities, nursing homes, or adult family-care homes.

"The way society treats its children and elderly is very telling. There’s not a lot I can do to change how we treat the elderly on a global basis but on a one by one basis, I like to think I can make it better. If I make it better for that one person, then I hope someone will do that for me one day," said Bruels.

Bruels is one of the 300 plus volunteers that make up the unique and mostly volunteer run Ombudsman Program. Ombudsmen volunteers are trained and certified to take complaints from or on behalf of residents living in long-term care facilities. Volunteers also educate family, caregivers, residents, facility staff, and consumers about important rights given to residents upon entering a facility. Volunteers from the program’s 17 districts across Florida assist residents with questions about long-term care, resident rights, and what to look for when visiting and choosing a facility.

Choosing a long-term care facility like a nursing home, assisted living facility, or adult family-care home can be a daunting task. Knowing where to get help to navigate the roadways of long-term care can be more than a little confusing and as Baby Boomers and their parents age, the discussion of long-term care is likely to arise.

After retiring as a director of provider relations, responsible for the development and implementation of a statewide (Florida) network of specialty physicians for a workers’ compensation network, Bruels was looking for a way to serve the community. Little did she know she was about to jump into the world of long-term care and become an expert on the subject. It all started when Bruels received a phone call from her sister.

"My sister saw a booth about the Ombudsman Program at a convention and recommended I check it out for volunteer opportunities. Later, I saw an advertisement in the newspaper and decided to call and get more information," said Bruels, "And the rest is history."

Bruels quickly rose into leadership positions within the program, serving as state representative for the Pinellas and Pasco District. As the state representative Bruels assisted in rolling up issues and concerns from the local level to the state level. Currently, Bruels serves as the district chair for the Mid and South Pinellas District. As the district chair, Bruels focuses on leading the council in cooperation with the district manager.

"Mary Bruels is an outstanding ombudsman with a thorough understanding of residents’ rights," said former Mid and South Pinellas District Manager, Natalie Clanzy. "She has the knowledge and experience needed to be a strong advocate for residents. She conducts thorough investigations and follows through to ensure issues are resolved. Her leadership skills have been a great asset to residents, facilities, fellow ombudsmen, and the community."

Bruels understands the importance of partnering with ombudsmen staff as well as other state agencies and stakeholders to reach a common goal of ensuring that long-term care residents’ rights are protected.

"When a resident looks me in the eye and says thank you for your help, you listened to me and I really appreciate it, that’s the greatest reward I get from volunteering," said Bruels. "Working to solve one problem for one resident may have a positive effect on a whole lot of residents. I like working on a global level to solve a local problem."

Considering the work Bruels does, it was no surprise that she agreed to be the lady behind the “Ask an Ombudsman” column. 

“Many people are unfamiliar with the Ombudsman Program and the services it provides to long-term care facility residents.  With long-term care becoming more of a hot topic across the state, I’m excited to see how this column will answer people’s questions and serve the community," said Bruels.

If you would like to submit a question to Mary Bruels about long-term care, please send them via email to ltcopinformer@elderaffairs.org titled "Ask Mary."  Look for a response in one of the next issues of the Island Reporter or on this blog.

Mary Bruels, volunteer ombudsman

Long-term care residents meet and share ideas at the Mid and South Pinellas District Wide Resident Council Meeting

On February 24, the Mid and South Pinellas Long-Term Care Ombudsman Council hosted a District Wide Resident Council Meeting at East Bay Rehab and Nursing.  The meeting was well attended with 13 facilities represented by 42 residents, staff and ombudsmen.  We covered topics including a review of residents’ rights, legislative updates, how resident council’s welcome new residents and care plans.  At the next meeting, residents’ voiced their desire to hear more about the upcoming elections and invite local legislators to attend and present to the council.  After the meeting, residents enjoyed socializing with residents from other facilities, raffle prizes, food and cake.  Pictures of the event are posted, below.  Enjoy!

District-Wide Resident Council Meeting

Pasco and North Pinellas District ombudsmen volunteers and staff welcomed 25 residents from 12 different long-term care facilities on October 25th, during this year's Residents' Rights Month.  The theme of the meeting was “Welcome Home: Creating Connections Between Residents and the Community.”  The group shared their favorite community events growing up, current participation in their community and new ideas for increasing community interaction.  

Top suggestions from long-term care facility residents were:

·         Attending/participating in parades.

·         Dog shows where the residents are the judges.

·         Ask local legislators to speak and listen to residents.

·         Collect food/clothes for needy families.

·         Share life experiences with others such as scout troops/local school children.

·         Spelling bee with local school children.

·         Open house to invite family, friends and the community.

·         Connect with local schools to invite them to facility activities and events and have the school invite residents to their events such as plays, concerts and sports games. 

·         Adopt needy families and/or fund raise to sponsor a thanksgiving meal or have a holiday gift drive. 

·    Adopt a soldier for the year/holidays and collect holiday/thank you cards for them.

The resident council also elected officers to lead their activities: Vice President: Richard Whitney, Secretary: Diana Payne, and President: Ricky Melendez.

Here are some pictures of residents, ombudsmen volunteers and caregivers from the meeting:

October is Residents' Rights Month

October is nationally recognized as Residents’ Rights Month, an initiative of the National Consumer Voice for Quality Long-Term Care.  This year’s theme is “Welcome Home: Creating Connections Between Residents and the Community.”

When an individual moves into a long-term care facility like a nursing home, assisted living facility or adult family-care home, he or she gains a special set of rights in addition to those they maintain as a United States citizen.  These rights range from the right to choose a physician and pharmacy to unrestricted private communication and reasonable opportunity to exercise and go outdoors at regular intervals.  

Several of the 17 Florida Ombudsman Program districts hosted or participated in special events for Residents’ Rights Month, meeting with long-term care residents, families, facility staff, agency partners and community officials.  The 17 plus volunteers in the Withlacoochee district hosted a Resident Council Summit.  28 residents from 10 different long-term care facilities, including nursing homes and assisted living facilities, attended along with several facility staff members.

“We had an interactive discussion with residents and caregivers,” said Withlacoochee District Manager, Helen Anderson.  “We stressed the importance of residents maintaining the right of being a part of the outside community, where they live.”  

Residents spoke about recognizing the reciprocal relationship they share with caregivers.  Research shows supportive relationships are critical to well-being.  Residents also shared what their favorite right was.  Many residents expressed that their favorite right as a resident, was maintaining the ability to make their own decisions and choices, like picking what time to get up in the morning or choosing to enter or leave the facility when they wanted.  Other residents expressed having the freedom to practice their individual religious preference, as their favorite right. 

Check out the pictures from the Resident Council Summit, below!

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On the other side of the state, Treasure Coast District Manager, Kevin McKeown, and local volunteer ombudsmen met with city officials to read Governor Rick Scott’s proclamation of October as Residents’ Rights Month for Florida.  There were two readings of the proclamation, one in Indian River County and the other in Martin County.  Members of the public and county commissioners were in attendance.

“I was honored to be given this opportunity to speak about Residents’ Rights Month and share information about our program and the diligent work our volunteers do to protect the health, safety, welfare and rights of long-term care facility residents,” said McKeown. 

Events hosted by several other districts across Florida included the Panhandle District Chair, Linda Putnam, speaking to residents at the Marianna Health and Rehabilitation Center on resident rights, a Resident Council Chair meeting in Volusia and Flagler counties and a District-wide Resident Council meeting in Gainesville and Tarpon Springs.

“Residents’ Rights Month is a way we can respect and commemorate a population that has given us so much,” said State Ombudsman, Jim Crochet.  “It also gives us an opportunity to educate the community on the Ombudsman Program’s mission, making sure these rights of long-term care facility residents are protected."

Honoring rights of long-term care residents should not be limited to just one month of the year.  As the holidays approach, think about visiting someone in an assisted living facility or nursing home.  Often times, a volunteer ombudsman is the only visitor a resident in a long-term care facility will see.

Volunteer ombudsman saves a resident's life

Volunteer ombudsman, Ruth Battle-Hall, displayed true advocacy when she determined a resident was given their medication despite their low blood pressure and low heart rate readings. 

With Ruth's 40 years of nursing experience, she notified the facility’s director of nursing and recommended the resident’s doctor be called immediately.  The resident was taken to the hospital, where doctors determined there was a blockage in the resident's heart.  The resident stayed in the hospital for about 4 weeks.  When Ruth followed up with the resident, the resident stated, “Ms. Hall you saved my life!”. 

The resident and family are grateful to Ruth's work and the Ombudsman Program. 

Thank you Ruth Battle-Hall and all the volunteer ombudsmen!

Volunteer ombudsman Ruth Battle-Hall

Local Ombudsmen Step in to Help Residents of Palazzo Di Oro

Within minutes of receiving a call regarding the possible closure of Palazza Di Oro, an assisted living facility in Pinellas County, Natalie Clanzy, the District Ombudsman Manager, stepped into overtime to work on behalf of residents.  Local ombudsmen volunteers rallied around Natalie to ensure residents were well educated about their moving options.  “We wanted to make sure residents were given a choice about which assisted living facility to move to and ensure that their personal belongings go with them to their new place,” stated Natalie. 

Ombudsmen volunteers and staff worked in concert with Palazza Di Oro administrator and the Florida Assisted Living Association (FALA) to invite local assisted living facilities to a coordinated function at Palazza Di Oro.  Over 50 facilities were in attendance, displaying their services and amenities to residents.  “I was impressed with the way the ombudsmen volunteers assisted with the event and the number of assisted living facilities that participated,” stated Regional Ombudsman Manager, Diane Carpenter, “This may be a difficult transition for many residents.  With such a diligent group of ombudsmen volunteers and staff, I know they will continue to assist residents in making the move as smoothly as possible.”

If you or someone you know lives in a long-term care facility and needs help, call the Long-Term Care Ombudsman Program Toll-Free today at 1-888-831-0404 or visit http://ombudsman.myflorida.com/.  All services are confidential and free of charge.