Before a problem occurs

• Get to know the routine of the facility.
• Get to know the staff persons who are involved in the direct care of your relative and what their responsibilities are.
• Learn about New York State Department of Health Rules and Regulations that set the standards for the nursing homes.
• Attend Comprehensive Care Plan Meetings. Understand how the nursing home plans to provide care for your loved one’s individual needs.
• Keep a diary/log.

Define and document the issue or problem

• Try to be concrete when describing the problem.
• Give date, time, place, and staff members involved.
• What action was taken by you and by the staff?

Working out a solution

•  Keep records of what was said, by whom and what was promised.
• Make a list of what actions are planned to correct the problem. Be specific.
• Set up a timetable for changes.
• Document results, positive and negative.
• If changes are not made in a timely fashion, call FRIA to strategize or bring up the issue with the family council.

Get support from appropriate sources

• FRIA
• Family Council
• NYS Long-term Care Ombudsprogram
• Department of Health - Patient Care Investigations Unit

Throughout this procedure it is a good idea to put requests, complaints, etc. in letter form. The letters can be addressed to the administrator, director of nursing, social worker or whoever else is responsible for helping to solve the problem. Send copies to FRIA (mark cc: FRIA on the bottom of the letter). The process often is accelerated when the home knows we are aware of the problem.