Mom used to hate having to eat upstairs whenever a medical challenge made it impossible for her to move herself down to the first floor dining area. It’s difficult for anyone who wants “companionship” as almost everyone is in their own world and almost all have no idea if anyone else is around them.
She’s still highly verbal but in a facility, that can make your life even more challenging for “contributing”, you choose to weigh your words carefully and become more silent rather than speaking out.
Hearing it from more than Mom, seeing the fear on faces, we’ve varied from standing up to those who show their “annoyance” at the needs and emergencies that arise to confronting them and reporting them to the facility and to the Ombudsman and State Department of Health and Senior Services.
ASHAMED. EMBARRASSED. Wanting to run away but without the physical ability to do anything more than move the lever on her chair and pray it still had enough charge to get her from the downstairs dining room back to her upstairs room without stranding her.
- Effective communication between and throughout all levels of service and administration with a total Open Door policy promoted and posted throughout the facility.
- Residents seeing effective leadership. Total community awareness of remedies taken and challenges facing through Monthly Meetings with Open Invitations posted throughout the facility to provide transparency
- Responsibility at all levels – every problem, every challenge, belongs to every staff member
- Zero Tolerance for resident Neglect and injury.
- Admininistration that’s highly visible within the facility and actively engaged with residents on more than a “friendly” basis providing a feeling of safety and concern
- Open Door policy and in the lobby a listing of each name, title and location of all offices.
- A Suggestion/Recommendation/Complaint Box with forms laying beside them on each floor and in every “public”place for both residents and guests to leave comments and questions.
- Prompt attention to and response to each inquiry, concern or question. Maximum five business days response in way requested: phone, email or in person.