PEGGY: I think it's vital, because I think this is the time when you can sit with all the staff members that are involved in overseeing your mom's care. By staff members, I mean dietary, therapy, nursing, social service, activity. You can talk about all aspects of your mom's care, not just her nursing care. You can talk about any concerns that you have. You can also help guide them in deciding what interventions might work to help solve a problem, if a problem can be solved.
BILL: Okay. Let's say that I've gone through this process, and I've given them the information and by the way - should I write it down? Is that helpful?
PEGGY: I would keep notes of a Care Plan meeting, as to the things that were discussed, and solutions that you came up with.
BILL: Okay. Let's say I've gone through and done all that, and for some reason, it doesn't seem to be working out. Who do I talk to? Where do I go?
PEGGY: I think first, I would go to the department head of whatever department it is you're dealing with. If it's an issue with food and the dietary, I would go to the dietitian or the dietary manager. I would first talk to them. If that does not work, I would then follow the formal grievance process that is in place and that is explained to you upon admission. It is a required element of the admission process that the grievance procedure be explained to you upon admission so that you know, from day one, how you would go about letting the staff know of problems, and how you'd go about getting them solved.
BILL: Okay. I'm sure that may vary from facility to facility, exactly how they do it, but can you give me an idea of what a typical grievance process might be?
PEGGY: It would probably be involved with a meeting, initially, with the Social Worker, where they would document your grievance. I, though, would recommend putting it writing, as well as meeting with them in person. Then they have a set amount of time for them to investigate your grievance and to get back to you as to what they can do to solve the problem. If that is not satisfactory, you can go to the Administrator, or even if this is a facility with a large company overseeing it, you can go to a regional director. If that does not seem to work, I would recommend then you contact the Division of Aging in Missouri, or the Department on Aging in Kansas, and speak with them about your concerns. There are different ways to do it. The easiest way is usually to call. There's a 1-800 number in each state to call and to list a complaint regarding a facility.
BILL: And then what happens at that point? Does the state actually come in and review the complaint?
PEGGY: Yes, they do. They are required to come in and review the complaint. The timeliness of them going in depends on the type of complaint. If this is a complaint where someone is in immediate direct danger, or immediate neglect, then they go in right away, and they do follow up with you in writing as to the outcome of their investigation. They will not be specific in that follow up, but they will let you know if your complaint was founded or not.
BILL: And would this be through the Ombudsman Program or is that a different deal?
PEGGY: That's a different deal. The Ombudsman Program - there is actually an Ombudsman who can act as a liaison for you between the facility and you in working out an issue.
BILL: Have you found that to be helpful in your experience?
PEGGY: Yes. I have in Missouri, primarily because there is one Ombudsman to work the entire Kansas City area, and she's a very dedicated person. So it has been successful. It's one of those things where the program is as good as the person doing it. But yes, she is very helpful. However, she is one person, so many times, going through the state may be your best option.
BILL: Okay, good. We spent quite a bit of time on the crisis situation, and you gave us some good advice there. Talk a little bit more about a situation where perhaps we have a progressive disease or something, and we know that nursing home placement is going to be likely, but we've got say, 6 months to look. And I'm assuming that everything else you talked about regarding the care still all remains the same, once the person is placed.
PEGGY: Absolutely.
BILL: So how do find a place when we've got several months to look?
PEGGY: Well, it's kind of the ideal situation where you, at that time, have the time to really do some investigation, and this would be things, for example, like I said, getting lists from multiple places like the Area Agency on Aging, the Alzheimer's Association, and many other special service agencies. You then can be collecting packets of information from the facilities before you decide who you will go tour. At that time, you would tour the facilities, and then also, I would recommend, if your loved one is able, that they go in and spend a little time there. For example, maybe go in and have lunch or participate in an activity and see how they seem to like it. That's not always possible, and it's sometimes not always the best option because of the trauma of changing your living situation and having to go into a care facility. But if it is possible, and they are part of the decision-making process, I would recommend that.
BILL: Peggy, you hit on something that I frequently hear, and that is complaints about the food - that it's bland. Tell us why that's often the case, and tell us if there's anything that a resident can do about that.
PEGGY: Yes. Sure. I think the thing to remember is that meals are being cooked for sometimes 120 to 200 people, all with very different dietary needs, and different obvious preferences. Most meals that are made in facilities are made low sodium and they are, I would be safe to say, sometimes bland. I think the thing to remember are two things: number one is that as we get older, our taste buds lose their ability, so many times, older people tend to season their food quite a bit more than they had when they were younger. So that's one thing to remember, is that it takes more seasoning for them to taste it now. I think the other thing to remember is that if you don't have any dietary restrictions, you can have your own condiments at a facility. For example, I used to work in some facilities down in Louisiana where half the people would bring their own bottle of hot sauce to the dining room, which is not unusual down in Louisiana. But I think that you can, as long as your meeting your dietary restrictions that the doctor has put in place for you.
BILL: So it's okay to have, literally, a condiment basket, that you take out and season however you want, as long as the doctor doesn't have any problem with it.
PEGGY: Absolutely, and many facilities will even provide those for you. Some facilities will put condiments on each person's tray that will meet their dietary needs, so that, for example, there's not a shaker of salt sitting on a table where someone who's on a limited salt diet would use it.
BILL: Right. But again, I think what you're telling me is that this is a case where if you don't feel like your needs are being met individually, you have options through the care planning process, and even speaking with the physicians.
PEGGY: Absolutely, and the thing to remember, too, is that the biggest complaint is usually about texture of food. It's too soft, and that is one thing that can be dealt with at the facility level, because the food should not be overcooked.
BILL: Okay. What if I have someone who's frequently losing laundry, and I think that's the other major complaint that I hear. Number one, the food is bland, and number two, my stuff keeps getting lost. How do we fix that?
PEGGY: Right. Well, I think there's a couple of preventative things you can do first. Number one is that ever item, no matter what size it is, that you take into a facility, mark it with a permanent laundry marker. That is usually the biggest thing that happens, especially when someone is in a facility around a holiday or birthday time, is they will get gifts without their being marked. And again, if you think about every resident - 120 people, all with 50 items of clothing, which includes socks and underwear, that's an awful lot of laundry to go through a system in a day, or in a week, and the best way to make sure your clothes remain your clothes is to have them clearly marked with your name. If you have a common last name, put a first initial. I think the second thing is that, if family wants to, they can do the resident's laundry. It doesn't have to be done at the facility. So if the family wants to and has the ability, they can do the laundry. You just need to make sure you post a sign wherever the dirty clothes are put, usually in a closet in a hamper, that says, "Family will do laundry."
BILL: Peggy, what if we have a special situation. Let's say that we have, and I'm shifting gears here, let's say that we've got someone with a progressive disease - Parkinson's, Alzheimer's, something like that - let's say, Alzheimer's because we see a lot of that in our practice. I know that all the things that we have talked about apply. Are there some special things in addition that folks with a loved one who's suffering from Alzheimer's should be looking at in trying to find the right facility?
PEGGY: Absolutely. I think, first of all, they need to make sure that what their loved one has is Alzheimer's. If they haven't been through a formal diagnostic process, I would recommend doing that first, because it's vital to not assume that because Mom is forgetful or seems to be acting a little strange, that it's just Alzheimer's. There can be a number of other things going on that can be treated. So that's first. Second is, in going through that process, working with the doctor and talking about if he feels a special care unit is required, and would be beneficial. When I say a special care unit, I'd like to make sure that people who are looking for a nursing home know what really makes a special care unit. Many facilities have put doorways at the end of the hall that are locked and call it an Alzheimer's special care unit, and it's not. It's a secured unit, which is beneficial to people who may wander or leave the building, but it's not an Alzheimer's special care unit. What you want to look for is a couple of things. Number one - have they taken advantage of the education that's out there about environmental factors for Alzheimer's? Colors that they seem to respond to better. Pattern of paint on the wall, because when someone has Alzheimer's, their perception is off, and many time, they can't tell where a doorway ends and where the wall begins. So a facility might do things like paint the trim around a door a darker color than the walls so they can see. I think the second thing is that they have staff on the unit who have had special training in how to work with people with Alzheimer's, and that they have a specialized activity program going on that meets the needs of people with Alzheimer's. What I am looking for are things like very short intervals of different activities with breaks in between. Do they meet the areas of getting physical exercise, enhancing motor skills? Those are the things that are lost when you have Alzheimer's because they quit using them. Are they doing activities that are adult and age specific? We're not doing childish things. Those are the kind of things you want to look at. Are you meeting the needs of people with Alzheimer's who, for example, won't sit down? There are things you can do for people who wander all the time. For example, I had many clients who would never sit down to eat, so what I did was have the dietary department prepare meals that could be eaten while walking - finger foods, that kind of thing. I think the main philosophy you want to look at on an Alzheimer's unit is are they able to adapt their system to meet everybody's needs? Or the reverse of that, which I find very frustrating, is are they trying to force people with Alzheimer's to try to behave a certain way that fits into their system? If that's the case, then they're really not doing a good job.
BILL: Okay, thanks, Peggy. One last question, and then we'll kind of wrap up here. We've gone through this process, we've talked about how to find the right facility. We've talked about how to get good care there. We've talked about dietary issues and laundry and all those types of things. The thing that I see in my practice probably more often than anything else, as an elder law attorney, and I try to counsel people on this, but I'm not sure exactly how to do it. How do you help people deal with the incredible grief and guilt that they feel at this time?
PEGGY: Gosh, that is so hard to do, and many times, unfortunately, there's not a whole lot you can do other than just support them as they go through it. It's a natural thing for them to go through. I know we have worked with families where they have promised Mom and Dad they would never put them in a nursing home, and here they are faced with that, or a spouse. It's heartbreaking to sit with families and their loved one and help them do this. But I think the thing that you need to remember in working with them is to support that desire for Mom, Dad, their husband, their wife, or whoever it is, that they first of all, get the best care they need. And many times, if they need a high level of care, being at home is not getting the best care they need. I think then, also, give them permission to do what is required, and many times that's really all that's needed, is to say, "It's okay to do this because..." and lay out the facts. Mom can't get out of bed by herself any more. You have to work full time. You don't have the ability to private pay for someone to be in the home 24 hours a day. It's really just not feasible, but you can find a good place that provides good care that you're secure with, and know that Mom's being taken care of, I'm not making myself sick, and neglecting my family, which many times we see. Maybe a daughter, who is married with children at home, who works full time, and where Mom now needs 24 hour care, and she's trying to do it all and it's not working. Nobody is getting what they need then. Just let them know that you're going to be able to find a way to meet everybody's needs and to do it in a good way.
BILL: Sometimes, of course, you know, professional counseling is called for.
PEGGY: Absolutely. If going through the grief process really is not happening, or it's taking a long time, or they just can't get out of the guilt associated with it, I do recommend that they go see a professional to work through these issues so that they can feel secure and because the other thing to remember is that as involved family members, my personal feeling is that we are obligated to see that our family members are cared for.
BILL: Great, Peggy. Thank you. I appreciate it. I'm going to stop right there. Do you have any closing comments for us?
PEGGY: No. I think just the one thing is to trust your gut instinct. If you feel something is going wrong, it probably is, even though a facility or other people might be telling you, "Oh, no. This is the way we do it." If you feel it's wrong, then address it.
BILL: Thank you very much. If you'd like to obtain an additional copy of this interview, or a written transcript, please call The Elder & Disability Law Firm at (913) 338-5713. Again, that's (913) 338-5713. Thank you very much.
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