What If Concerns Come Up After Moving Into Assisted Living?

Concerns after moving into Assisted Living

Selecting an assisted living community is usually a collaborative effort on the part of the older adult, their family, and perhaps a professional senior housing referral agent.  Depending on the circumstances, a health care professional may have input as well to be sure that appropriate care measures are being addressed.   Senior living communities aren’t perfect; sometimes problems arise after a move-in has occurred.  Issues may come up because expectations are too high and sometimes it just doesn’t turn out to be what we had anticipated.  There are instances where things are not going the way they should, and a family member or friend needs to step in and advocate for the older adult.

All assisted living communities have a manager, typically called the Executive Director or General Manager.  This person is the “captain of the ship.”  You should get to know the manager before move-in occurs.  This person is ultimately responsible for everything that goes on in the community.  In an assisted living community it is always advisable to express dissatisfaction at the top first.  All employees working in the senior community reports to this person so this is THE person that can get to the root of a problem and determine how to create a solution.

Sharing your concerns with just the care staff is not necessarily the most effective way to impact a change.  Hourly staff do not have the systems or same level of authority to communicate to other staff members.  If your concern is in regards to a specific caregiver, you should let this person know you have a concern, but also share your concerns with the General Manager who will in turn take action to retrain or instruct the caregiver.  All caregivers follow written plans of care that are created for each resident individually and are required to be followed.  If those instructions are insufficient, they need to be improved.  It is management’s responsibility to ensure that the care plan is followed.  The most important thing about a complaint or concern is its quick resolution.  If it cannot be resolved, you should be informed of that as well.

Residents and their advocates have 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 you will never have a complaint too serious for them to handle.  Senior living providers do whatever they can to resolve issues at the building level.  If problem resolution is not possible, a resident may call the appropriate state agency to voice their concern.  The state agency’s phone number is always readily available at the entrance to the building or in the lobby of the senior living communities.  It is important to note that the state will only respond to complaints having to do with resident safety or specific regulations of the state or county in which the older adult resides.

Don’t suffer in silence.  And don’t wait to voice a complaint.  If it is your viewpoint that a loved one is not receiving the best possible care and service, make it known, and offer up possible suggestions to resolve the matter.  The community cannot improve if they do not have the opportunity to know what problems exist.  Mistakes will occur and problems will arise.  Successful senior living communities are the ones who are promptly respond to the concerns of their residents.

It is not unusual for elderly people to complain about small, everyday matters like the lunch or the laundry service.  But the basic elements of quality service, healthcare, nutrition and activities should be present in all senior living and care communities.