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Coordinating Care
Knowing Care Providers
Communication Advice
Speaking Up
Making Changes

Speaking Up

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A Resident's Rights
Communicating a Grievance
Using Facility Resources to Take Action
Using Outside Resources to Take Action
Spotting and Reporting Elder Abuse

To receive good residential care, get involved early and stay involved. If you have a problem, you need to speak up and take action. This section will help you learn about a resident's rights, documenting problems, communicating effectively and finding outside resources when necessary.

A Resident's Rights

If a person can't exercise his or her rights, someone else must act to protect them. A person in residential care has the right to:

get information
participate in care
make choices
voice complaints
be treated with dignity and respect in privacy and confidentiality
have possessions stored securely
leave one facility and transfer to another

Communicating a Grievance

Problems can come up even in the best residential care facilities. The best way to ensure quality care is to stay involved. Here are some other tips.

Ask about the facility's grievance procedure
Before a problem arises, you should know your facility's grievance procedure. Every facility has policies for investigating and fixing complaints.

Define and document your concern

Gather as much specific information as possible.
Be precise. Write down the date, time, location and names of individuals involved.
Consider the following questions: What results do you expect? How can this concern best be resolved? What steps will you take?
Write down the actions you and/or the staff members have taken so far.

Using Facility Resources to Take Action

Each facility offers many ways to address concerns, solve problems, and make necessary changes.

Use existing systems
A facility's systems to address concerns include the facility's grievance procedure, care and service plan meetings, and resident and family councils.

Address concerns directly
First, try to resolve a problem with the people who are directly involved. Talk to their supervisor if necessary. Remember that staff members give vital care and deserve respect. Communicating effectively with them should help resolve your problem.

Go to the next level
If talking to the people involved fails to help, go to the next level of management. You may need to work your way up the chain of command. Bring documentation to illustrate your concerns. And remember to discuss them respectfully.

Using Outside Resources to Take Action

If you can't resolve your problem within the facility, an outside agency or person may help.

Your local chapter of the Alzheimer's Association can help you understand and evaluate good dementia care. The chapter can help find other care providers or other care settings. Find your chapter

A long-term care ombudsman advocates for quality residential care, teaches consumers and providers, and helps resolve residents' complaints.

Your state licensing agency is responsible for complaint investigations. The agency can sanction facilities (impose fines, limit admissions, etc.) that do not meet state and federal standards.

Elder law attorneys respond to concerns about residents' rights and quality care. They also help in elder abuse and financial abuse cases. Not all attorneys specialize in elder law. So, ask a prospective attorney whether he or she regularly handles these matters. You can also contact your local bar association for references to elder law attorneys.

Spotting and Reporting Elder Abuse

Each state has a different definition of abuse, neglect or exploitation of the elderly. Elder abuse includes physical abuse, sexual abuse, emotional or psychological abuse, abandonment, neglect, and financial or material exploitation.

For more information about elder abuse, visit the National Center on Elder Abuse.

If you suspect abuse or neglect, call one of the following organizations. You'll be connected to your state or local adult protective services division or to a long-term care ombudsman.

Alzheimer's Association, 1.800.272.3900
Eldercare Locator, 1.800.677.1116