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Collaboration in Action: Case Summaries

Long-Term Care Homes

A resident of a long-term care home complained that new staff needed more orientation and training in order to facilitate better continuity of care for residents. She also requested more courtesy, specifically that new staff introduce themselves before starting care.

Patient Ombudsman mediated a discussion between the resident and the long-term care home administration. The home agreed to review their onboarding policy and confirmed that every new staff member must complete an orientation and that all current staff receive mandatory on-line training. The administration also agreed to consider initiating the “Hello my name is” campaign to encourage and remind staff about the importance of introducing themselves before starting care.

A resident of a long-term care home changed her power of attorney. Due to the complex nature of the resident’s care plan and the circumstances, the long-term care homes administration was concerned about recognizing the new power of attorney. This response eroded the trust between family members and the long-term care home. The family, worried about reprisal because the resident was still living under the care of the home’s employees, felt obligated not to force the issue further.

Patient Ombudsman facilitated communication between the family and the long-term care home. Eventually, the new power of attorney was recognized. The discussion also resulted in a revised care plan and clarification as to how care decisions should be communicated in the future.

A long-term care home (LTC) resident with dementia was transitioned to a hospital because of agitation and anxiety. Although the resident wasn’t hurting anyone, staff at the home found meeting the resident’s needs very challenging. In the hospital, the patient’s behaviour improved, resulting in discharge. However, the LTC home wouldn’t accept the patient back.

Patient Ombudsman facilitated discussions that resulted in the return of the resident to the LTC home and connected the caregiver to the Ministry of Health and Long-Term Care’s Action Line to raise additional issues of compliance with the Long-Term Care Homes Act.


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