by Joe Wilhelm Jr.
Staff Writer
Seniors have someone who will listen when they have a problem with their long-term care.
Florida’s Long-Term Care Ombudsman Program (LTCOP) has groups of volunteers throughout the state ready to hear those complaints. An ombudsman is defined as a person who investigates and attempts to resolve complaints and problems.
LTCOP was founded in 1975 through the federal Older Americans Act, which developed a set of rights for individuals who live in long-term care facilities such as nursing homes, assisted living facilities and adult family care homes. The program’s mission is to ensure the health, safety, welfare and rights of these residents with the help of its many volunteers.
“Florida has a special program,” said Nick Callahan, chair of the council of First Coast District LTCOP. “We have the largest ombudsman program and we are the only state to enlist civilian ombudsman. Most other states have paid positions.”
There are paid positions within the 17 districts across Florida, but the volunteers far outnumber the staff. Being outnumbered is a common theme for the program, which conducts annual assessments and quarterly visits, called “Project Spot Check,” to the 181 long-term care facilities in the First Coast District, which includes Duval, Clay, Nassau, St. Johns and Baker counties. There are currently 19 members on the First Coast District Council of the Long-Term Care Ombudsman Program and three more are in training.
“Residents are becoming more aware that we are available to them,” said Mike Milliken, First Coast District Ombudsman. “When we go into a facility and we help someone, they tell people and that gets the word out.”
Volunteer ombudsmen must attend two training sessions and accompany a certified ombudsman on three assessments and three complaint investigations before they can be certified. The First Coast District performed 136 complaint investigations from Oct. 2007 to September 2008, the federal fiscal year, and they have conducted 47 investigations during the first three months of FY 2008-2009.
The most common complaints from nursing homes involve discharges and evictions, administration of medication and unexplained injuries. Complaints from residents at assisted living facilities and adult family care homes include nutrition quality, quantity and variation, and staff shortages.
Residents aren’t the only people who can file a complaint. Anyone can file a complaint if they feel a senior’s long-term care rights have been violated. All LTCOP services are provided free of charge and all complaints are confidential.
Milliken is glad to be part of such a worthwhile organization and enjoyed the transition from his previous job.
“Previously, I was a school teacher, so I was helping the younger kids,” said Milliken. “Now I am helping the older folks who don’t have anybody and I enjoy being an advocate for the rights of residents in long-term care facilities.”
The toll-free number for the Long-Term Care Ombudsman program is (888) 831-0404 and the Web site is http://ombudsman.myflorida.com. The site provides a map of all the districts in Florida to assist people in finding the office nearest them.
356-2466