Advocates stand up for long-term care residents in Philadelphia
Older adults living in long-term care facilities have a strong advocate. Philadelphia Corporation for Aging’s (PCA’s) Ombudsman Program protects residents’ rights. It also addresses complaints and gives residents a voice.
PCA’s Ombudsman Program gives people living in long-term care settings a voice in their own care. The program offers a confidential way to raise concerns.
These range from quality of care to living conditions. Ombudspeople do the following:
•Respond to complaints made by residents and family members
• Make quality-assurance visits to long-term care facilities
• Consult with residents, families and care providers
“Residents in long-term care facilities have basic rights that must be respected,” says Andrea DeLoatch, PCA Ombudsman Program Manager. “Our Ombudsman Program ensures that residents’ rights are upheld. This includes the right to dignity, privacy and a voice in one’s own care.”
The program is committed to preserving residents’ dignity, well-being and independence. Ombudspeople advocate for residents’ right to be treated with respect and to live free from neglect or discrimination. They also help protect residents’ privacy. This includes matters involving personal life and medical treatment. The program emphasizes residents’ ability to take part in decisions about their care.
“It’s vital that individuals in longterm care settings are not passive recipients of care. They need to be active participants in decisions that impact their daily lives,” DeLoatch says.
A key part of the program is letting residents voice concerns safely. They should feel free to speak up without fear of retaliation. Ombudspeople are impartial advocates. They help with meals, staffing, safety, and other quality-of-life concerns. They work with residents and facility administrators to find solutions.
Ombudspeople may address a wide range of issues, including:
• Residents’ access to personal funds
• Medicare and Medicaid benef its, charges and billing
• Residents’ concerns about food, physical environment and social activities
• Questions about medications, nursing care, medical services and the use of restraints
• Rights and policies related to dignity, as well as admission, transfer and discharge procedures
• Referrals to long-term care programs and help to make informed decisions about providers
The need for long-term care advocacy has increased in the past six years. The COVID-19 pandemic showed weaknesses of long-term care facilities.
Through a contract with PCA, Center in the Park provides Ombudsman Program services to all of Philadelphia. Center in the Park is a nonprofit senior community center in Germantown. It previously offered long-term care ombudsman services in Northwest and Northeast Philadelphia for over 12 years.
The Ombudsman Program helps people in Philadelphia’s long-term care facilities. These include:
• Nursing homes
• Personal care homes
• Domiciliary Care homes
• Assisted living communities
• Adult day centers
Center in the Park is looking for volunteer ombudspeople. This in cludes bilingual and bicultural volunteers. They will help serve Philadelphia’s diverse communities. Volunteers receive training and ongoing support.
With the heightened scrutiny of long-term care facilities, PCA’s Ombudsman Program remains a vital safeguard. Ombudspeople spot recurring issues and support changes. These improvements can boost the quality of life for long-term care residents.
For many residents and families, having an advocate brings great peace of mind. As Philadelphia’s population ages, the Ombudsman Program will remain increasingly important. It will protect residents’ rights and keep their voices central to their care.
Contact the Ombudsman Program
PCA’s Ombudsman Program gives those living in long-term care settings a voice in their own care. An ombudsman handles complaints from residents and families. They visit long-term care facilities for quality checks. They also consult with individuals, families, and care providers. Center in the Park is subcontracted by PCA to provide ombudsman services in Philadelphia. For ombudsman services or to volunteer, contact Center in the Park at 215-844-1829 or www. CenterInThePark.org.
