Standing up for those who can’t help themselves
By JIM HARRINGTON
Article published on Thursday, Jan. 25, 2007  |
 |
![[Image]](/content_images/012507_pco-05.jpg) |
| Photo by JIM HARRINGTON |
| From left, ombudsman Doyce Hayth, supervisor Betty Camblor and ombudsman Hope Berg make up a team of more than 30 volunteers who deal with resident and family complaints regarding their quality of care in long-term care facilities. |
|
PINELLAS COUNTY – Doyce Hayth begins her day with a cub of coffee to wake herself up. Then she says a prayer, something that helps ground her for the day.
She knows a call can come in at anytime from her supervisor, Betty Camblor, a manager with the state Department of Elder Affairs.
As a volunteer with the state’s long-term care ombudsman program, Hayth is expected to handle complaints from family members and residents of the state’s long-term care facilities.
Typical complaints might involve allegations that a nurse has not dispensed a patient’s medicines for two days. Or maybe somebody called in to say that a staff member has information to say a staff member has been shoving a patient around.
The No. 1 complaint from nursing home residents and families in Camblor’s district is gross neglect, according to an annual snapshot of the program from 2005. Across the state, the No. 1 complaint involved accidents, injuries, falls or improper handling.
Once Hayth receives a complaint, which can be given anonymously, the state begins a formal process to address it with the ultimate goal being to resolve it peacefully for all concerned. If it seems like a turnkey operation, though, it is not. The biggest problem facing the long-term ombudsman program is a lack of volunteers.
Hayth and Hope Berg, another volunteer who helps investigate and resolve complaints, are two of more than 300 volunteers in the state who look into grievances lodged on behalf of residents. The ombudsmen handled more than 8,000 cases, 52 percent of which were “partially or fully resolved.” Twenty-three percent required no action, the snapshot says, while 25 percent were either withdrawn or dealt with in some other way.
The ombudsman program doesn’t respond to just nursing home complaints. It also answers complaints from residents in assisted living facilities and adult family care homes.
Camblor looks for volunteers, who are not paid but may receive compensation for driving and meals, to be genuinely interested in helping the elderly. They must be persistent advocates, she said, who can donate ample time, about 20 hours a month, to their tasks. Training is provided and a background check, as well as consent to being fingerprinted, are required.
An investigator isn’t on a witch hunt or inquisition.
“The goal is to resolve problems, not to place blame,” said Camblor.
To help medical workers, families and residents understand what is expected of a facility, the state hands out a summary of the rights to patients that healthcare facilities must post.
In addition to monitoring for abuse, the 33 ombudsmen in the south half of the county do an annual assessment of the 16 facilities looking for elder abuse and other telltale signs of poor care.
According to the Mayo Clinic, some of the signs of maltreatment include physical abuse, such as hitting or striking, but also includes sexual abuse, such as nonconsensual sexual contact and inappropriate touching and rape.
It’s also emotionally abusive to insult, harass, intimidate or threaten a resident.
When they are assessing a medical setting, the ombudsmen make a point to respect the residents’ home.
“We want them to know that we believe this is their home,” said Hayth.
If a door is closed, the ombudsman will knock.
Ultimately, Berg said, she finds fulfillment in her role as an ombudsman.
“I’m satisfied by giving back and seeing a smile on a resident’s face,” Berg said. That sentiment if echoed by Hayth.
“It pleases me when I see a difference and the residents are happy,” Hayth said.
Camblor can be reached at 888-831-0404 or 588-6912.
|
Article published on Thursday, Jan. 25, 2007
Copyright © Tampa Bay Newspapers: All rights reserved. |
