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From the Director-- Ombudsman For All
by Catherine R. May
Residents of nursing homes and their family members have long had access to an ombudsman program to see that the rights of the nursing home resident are protected and the individual is respected.
Webster defines an ombudsman as "a representative, deputy or public official appointed to investigate citizen’s complaints against local or national government agencies that may be infringing on the rights of individuals".
The Older Americans Act, developed in 1965 by Congress, provides for the Long Term Care Ombudsman Program to function throughout the nation, and, as described in an article in this Berkshire Senior, is a strong and consistent presence in all the nursing homes in Berkshire County.
Elder and consumer advocates alike have recently been successful in securing state legislation to create the Community Care Ombudsman Program for those who receive care at home, through community based services. Mass Home Care, the state wide association of twenty seven ASAPs (Aging Services Access Points), of which Elder Services is the Berkshire County member, was a prime mover in the development of the new Community Care Ombudsman Program. ASAPs, as providers of state-funded in home services, want to see that the elder consumers who receive those services are very well served.
The state’s Executive Office of Elder Affairs, led by Lillian Glickman, Secretary, recently announced the implementation of the Community Care Ombudsman Program. The CCO will respond to complaints and concerns regarding home care and health care services delivered in the community, including those provided by ASAPs, home health agencies, private homemakers, day cares and other community providers.
The new program will offer a safety net for dispute resolution and foster collaboration to resolve community care problems. The program will
complement the grievance systems already in place within different organizations. All calls to the Community Care Ombudsman (CCO) will be screened to ensure that consumers have first sought assistance through the appeals process already in place in provider agencies.
A statewide toll free number, 1-800-AGE-INFO, will connect the caller to the Elder Affairs Ombudsman Program Unit, where the calls will be directed to the CCO, the Long Term Care Ombudsman, or to the Assisted Living Ombudsman who handles complaints and problems from Assisted Living Residents and their families.
The creation of the Community Care Ombudsman Program is a major step forward in assuring the satisfaction of those who receive community based at-home services. Designed to protect the vulnerable of all ages, it will help ensure fair, respectful treatment for those in need.