Council on Aging Answers 2017 - 61

COUNCIL ON AGING - SOUTHERN CALIFORNIA

n Present the desired outcome in positive terms.
n Act as a problem solver, not as a complainer.

Options: Create one or two acceptable options
for each concern that you raise
n Come up with solutions or options that will
achieve your outcomes.
n State your options in terms of
needs or preferences.
n Ask the facility if they can suggest any options that may be
acceptable to you.

n Whenever possible, put your agreement in writing. This creates a permanent record in case there
are any misunderstandings in the future. It can
also be a tool to promote accountability by measuring progress against agreed upon outcomes
and timetables.

Negotiation: Plan a meeting
or meetings to achieve your
desired results
n Identify the person(s) who is
in a position to resolve your
concern(s).
n Set up a meeting that will include appropriate staff, e.g., Administrator or Manager, Activities Coordinator, Cook, etc.
n Bring in allies who can give
you moral support, e.g., family
member or friend, Ombudsman, pastor, social worker, etc.
n During the meeting, listen to build understanding
and to gain information, but don't get distracted.
Stay focused on your desired outcome.
n Demonstrate that you are a reasonable and cooperative individual. Work to deescalate hostilities.
Don't personalize the argument or put down the
person whom you are talking to. Harsh words
usually leads to defensiveness rather than the
openness that you need in order to achieve your
desired outcome.
n Find points of agreement or compromise-This
creates trust. Build on these points before dealing
with more difficult issues.
n If applicable, demonstrate the uniqueness of your
situation and ask for an exception.
n Agreements should be based on objective criteria.
n Summarize your understanding of the agreed
upon outcome(s) before ending the meeting.
n Insist on a date for resolution or a timetable for
changes to be made.

Formal Complaint: When problems are persistent or serious, file a formal complaint
n Complaints are investigated by persons who do
not work for the facility.
n Contact the local Ombudsman Program at the
Council on Aging Southern California 714-4790107.
n Call, write or fax Community Care Licensing, the
agency that regulates Residential Care Facilities
for the Elderly or Assisted Living Facilities.
n If you are not satisfied with the outcome of a
complaint filed with Community Care Licensing,
consider hiring a private attorney to file a civil
lawsuit against the facility.
Looking for an RCFE facility listing? Contact the
Council on Aging or visit the Council on Aging's
Answers Guide at www.coaoc.org.
Reprinted from California Advocates for Nursing
Home Reform, www. Canhr.org

Council On Aging - Southern California | 714-479-0107 | www.coasc.org Answers Guide 2017

HOUSING

Central to
successful
self-advocacy
is knowledge
about one's
rights.

Appeal: If you are not satisfied with the outcome of the
meeting, appeal the decision
n One approach is to go up the
"chain of command" until you
find a positive resolution. If
you are not making progress
with the person you are talking
to, ask to speak with the person's supervisor or the person
in charge of the department or
the facility.
n If talking to the top person at
the facility doesn't work, then
call or write a letter to the
owner or to corporate headquarters.
n Putting your concerns in writing and to insist on a written
response can be very effective.

http://www.coaoc.org http://www.Canhr.org http://www.coasc.org

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