There is no way to choose an ideal facility or to feel confident that a relative will receive perfect care at all times.  Although some residents experience problem- free stays, concerns can arise at any facility. The quality of care your loved one receives will be improved if you stay informed and become an advocate. Be alert to signs of problems, trust your instincts and ask questions. 

Be Alert and involved in care planning. Federal law requires an individualized care plan for each resident. Residents and their closest visitor have the right to participate in this planning. In most adult homes and nursing homes, you and the resident will be invited to a meeting 14-21 days after admission for this purpose.  Although only assigned Health Care Agents can request and view medical records, you should attend the care planning meeting and if possible have your questions prepared beforehand.   FRIA publishes a booklet that explains this meeting which is available upon request or become a member today to access the booklet online.    

If a problem occurs: 

• Address issues immediately.  It is important to notify the facility as soon as you notice something is wrong with your resident's care.  Address the issue with the department head or senior staff person most responsible for the task.

• Define and document.  Put requests, complaints, etc. in letter form. No matter how difficult, it is imperative that you be concrete and factual when describing a problem.  Be specific and provide dates, times, place and staff members involved.  The letter can be addressed to the administrator, director of nursing, social worker or whoever else is responsible for helping to solve the problem.

• Insist on a follow up plan.  Make a list of what actions the facility plans to implement to correct the problem.  Include a timetable for the changes. If improvements are not made within this timetable you may wish to contact an outside agency. 

• Get support from FRIA. You must know what your rights are! If you have gone through the complaint process at your facility and the quality of care for your resident has not improved, contact FRIA's helpline. You can also file a complaint with the New York State Department of Health (DOH) nursing home complaint line.  Call FRIA's helpline for more information on filing a complaint with DOH.