Assisted Living Articles » Specific concerns
Complaints and Concerns: What to do?
Choosing an assisted living community is usually a collaborative effort on the part of the resident, his or her family, and perhaps a professional placement agent to help define options for you. Sometimes a family physician may have some input as well. But once a resident moves in, problems may arise. No community is perfect. Sometimes our expectations are unrealistic and sometimes it just doesn't turn out to be what we anticipate.
Most assisted living communities have a general manager. Sometimes he or she is called the Executive Director. They are the "captain of the ship." You should know the director well before your family member becomes a resident. They are ultimately responsible for everything that goes on in the community. Unlike some other businesses, in assisted living it is always advisable to express dissatisfaction at the top first. Everyone in the building ultimately reports to this executive; and therefore, this person can get to the root of the problem and determine how to deliver its solution.
It is rarely fruitful to voice your concern to a caregiver. If it directly concerns the caregiver, you may wish to let this person know you have a concern, but report it to the manager who will in turn take action to instruct or retrain the caregiver. All caregivers are following instructions. If those instructions are insufficient, they need to improve. The management will see that that happens. The most important thing about a complaint or concern is its quick resolution. If it cannot be resolved you will need to know that as well.
Every resident has the right to voice a grievance with the state of Washington. This right is agreed upon and explained when you move into a community. The management hopes that you will never have a complaint too serious for them to handle without the intervention of the state. They do whatever they can to resolve issues at the community level. If that is not the case, you may call the state anonymously in order to voice your concern. That phone number is always readily available to residents and their families.
Don't suffer in silence. And don't wait to voice a complaint. If, in your opinion, your loved one is not receiving the best possible care and service, let it be known. The community cannot improve if they do not have the opportunity to know what problems exist. Mistakes will be made and problems will arise. But the most successful communities are the ones who are promptly respond to the concerns of their residents.
It is somewhat natural for elderly people to complain about small everyday matters like the lunch or the laundry. But the basic elements of good service, healthcare, nutrition and activities should be present in all assisted living communities licensed by the state.
Finally give the management and the staff a reasonable amount of time to resolve your complaint. Do not immediately think to move your loved one to another community. Moving is stressful for everyone involved. Your loved one may have friends and a comfort level in his or her new home. Moving should always be your last option. The grass may not be greener down the street.
Last update: 2007-05-18 17:00
Author: Tech Support
Revision: 1.0
