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Who we are Office of the State Long-Term Care Ombudsman: Independent office of Dept. of Human Services Program expenditures approximately $2.7 M federal, state and local funds Six state office staff, approximately 45 local agency staff State Long-Term Care Ombudsman oversees the program Office of the State Long-Term Care Ombudsman provides: technical assistance to local representatives, information and assistance to residents, families and the public training for staff representatives collects, analyzes and reports data 3/10/20163
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Melanie McNeil, Esq. State Long-Term Care OmbudsmanOffice of the State Long-Term Care Ombudsman404-657-5327Melanie.McNeil@dhs.ga.govwww.georgiaombudsman.org
05/14/23 1
Overview• Who we are• What we do• Who we serve• How we serve
05/14/23 2
Who we are
Office of the State Long-Term Care Ombudsman: • Independent office of Dept. of Human Services• Program expenditures approximately $2.7 M federal, state and local funds• Six state office staff, approximately 45 local agency staff• State Long-Term Care Ombudsman oversees the program• Office of the State Long-Term Care Ombudsman provides:
technical assistance to local representatives, information and assistance to residents, families and
the publictraining for staff representativescollects, analyzes and reports data
05/14/23 3
What we do
“As mandated by the Older Americans Act, the mission of the Long-Term Care Ombudsman Program is to seek resolution of problems and advocate for the rights of residents of long-term care facilities with the goal of enhancing the quality of life and care of residents.”
National Association of State LTC Ombudsman Programs, 2006
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Unique Characteristics of LTCO
• Federal confidentiality requirements mean no sharing of client-specific information without consent (including sharing with other agencies; LTCO representatives are not “mandated reporters”)
• Complaint investigation focus: – less on “did it happen?” (as opposed to preparing for potential
legal action, for example)– more on “how can we assist in resolving the issue for this
resident?” (regardless of whether sufficient evidence for legal or regulatory action)
• Resolution based on whether resident satisfied with the outcome
• Individual complaint work as well as systemic advocacy work
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Who we serve
Residents of FacilitiesNursing HomesPersonal Care HomesAssisted Living CommunitiesCommunity Living ArrangementsIntermediate Care Facilities for Individuals with Intellectual Disabilities
Money Follows the Person Participants
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How we serveInvestigate and work to resolve residents’ problems
Advocate for what the resident wants
Routinely visit facilities to:provide residents with access to LTCO and
monitor conditions
Provide consumers with information about long-term care
Educate facility staff about residents’ rights
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How we do the workRestructure under way:
Currently, contract with Area Agencies on Aging in 12 regions that subcontract with 13 providers.July 1, 2016 - Direct contracts with non-profit providers; reduce regions to six (6)
Services:Certified Long-Term Care Ombudsman (LTCO) representatives and Volunteers make quarterly visits to residents of Nursing Homes, Personal Care Home and Assisted Living Communities for monitoring conditions and resolving complaints
Monthly contacts with Money Follows the Person participants
Respond to complaints for Community Living Arrangements and Intermediate Care Facility residents
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Types of Complaints to LTCO Related to Nursing Homes
Discharge, eviction - planning, notice
Dignity, respect, staff attitudes
Personal hygiene
Cleanliness, presence of pests
Failure to respond to requests for assistance
Symptoms unattended, pain not managed
Equipment – disrepair, hazard, poor lighting, fire safety
Accidents / unknown injuries, falls, improper handling
Care plan / resident assessmentMedications – administration, organization
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Collaborations• Ga. Dept. of Human Services – Adult Protective Services, Forensic Special Initiatives
Unit, Public Guardianship Office, Aging and Disability Resource Connection, Community Care Services Program
• Ga. Dept. of Community Health – Healthcare Facility Regulation Division• US Dept. of Health and Human Services – Administration for Community Living,
Centers for Medicare and Medicaid Services• US Attorney – Skilled Nursing Facility workgroup• US Bankruptcy Trustee – Patient Care Ombudsman• Ga. Attorney General – Medicaid Fraud Control Unit• Georgia Bureau of Investigation workgroup• Colleges and Universities
– Georgia State University: College of Law, Gerontology Institute– Georgia Tech– Clayton State– Kennesaw State University
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Memberships
• Georgia Gerontology Society
• American Society on Aging
• National Association of State Long-Term Care Ombudsman Programs
• Georgia Commission on Family Violence
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Reputation
• Other Offices of State Long-Term Care Ombudsman look to Georgia for examples
• Frequently requested to participate on workgroups – national and state
• Invited by policy makers to participate
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Contact InformationMelanie s. McNeil, Esq.
Office of State Long-Term Care Ombudsman
Department of Human Services2 Peachtree St., NW, 33rd Floor
Atlanta, GA 30303-3142404-657-5327866-552-4464
www.georgiaombudsman.org05/14/23 13
