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The state Department of Health and state Office for the Aging have developed a five-point plan to help long term care residents and their families access services.
The plan would run through the Office of the State Long Term Care Ombudsman Program and would provide additional resources to residents and families appealing involuntary discharges, expand the ombudsman volunteer program, “reimagine” a multi-agency workgroup to enhance services and provide up to $1 million in funding for long term care facilities to purchase tablets, webcams, headphones, or other accessories to help residents stay connected with family during the COVID-19 crisis and beyond.
“When our loved ones reside in a nursing home, regular communication concerning their care is vital to the advocacy of residents and the peace of mind for their family members,” said State Commissioner of Health Dr. Howard Zucker.
State Office for the Aging Acting Director Greg Olsen said the ombudsman program “has not gone away through this pandemic. It has shifted its work to remote and technology based advocacy. Families and friends of residential facility residents can and should reach out to LTCOP staff and volunteers if they have any quality of care concerns with their loved ones. We will continue to work with the Department of Health, resident councils, and facilities to ensure the safety and security of all residents.”
New York’s Long Term Care Ombudsman Program is a vital resource for adult care facility and nursing home residents and their families, officials said. The agency partnership will:
1. Provide up to $1 million for nursing homes to purchase technology tools to enhance resident communication options and help reduce social isolation.
This targeted use of federal Civil Monetary Penalty (CMP) funds is expected to assist residents of nursing homes with social isolation as facilities are currently required to restrict visitor access. Nursing homes will be encouraged to submit an application to DOH to receive up to $3,000 through the CMP fund for the purchase of communicative technology and accessories needed to connect residents to family and to the LTCOP.
2. Publicize LTCOP’s availability to residents and their families.
During the COVID-19 response, the state ombudsman sent letters reminding long term care facilities and the families they serve of the ongoing requirement to allow residents and families continued access to their ombudsman through various methods of communications including telephone calls and video conferencing.
3. Provide additional resources for residents and families appealing involuntary discharges.
Require nursing homes to provide a listing of free legal advocacy options, facility ombudsman contact information, and additional information on resident rights consistent with adult care facilities, upon serving a notice of involuntary discharge. Agencies will work with stakeholders to develop best practices for avoiding involuntary discharges.
4. Expand LTCOP volunteer recruitment strategies.
Officials said there is an urgent need for LTCOP volunteers, regardless of age. This program offers a challenging and rewarding volunteer opportunity that offers flexible hours—and is an important way to contribute to one’s community by assisting some of its most vulnerable members.
State agency partners will: Provide information to all state employees regarding becoming a volunteer ombudsman; work with the Office of National and Community Service to have LTCOP listed on their web portal as a volunteer option; coordinate outreach to AARP and other stakeholders about development of a volunteer recruitment campaign.
5. “Reimagine” the program workgroup chaired by state agencies and the AARP.
The “reimagine” workgroup will provide recommendations to enhance the ability of LTCOP and DOH to assist residents and their families.
The goals of the workgroup will focus on: developing a cohesive statewide training for certifying new ombudsman, including development of a standardized web-based training to allow for more flexibility and increase the volunteer pool; increasing collaboration and information sharing between LTCOP and DOH to address issues raised by residents and their families that are not resolvable by LTCOP; developing clear guidance for residents and families regarding when to contact an ombudsman and when to file a complaint with the Department of Health; engaging with schools of social work and schools of nursing to develop opportunities for students to obtain credits for becoming a certified ombudsman; exploring strategies to best harness the power of volunteers, as well as research alternative models to expand the program.