Case Studies

Unauthorized Withdrawals

Problem: Co-signers on a resident's bank account were taking funds from the bank account without permission, and using funds for needs not related to the resident.

Action: The Ombudsman arranged for the resident to visit the bank to remove the co-signers from the account.

Outcome: The Bank account was closed and a new account was opened preventing more funds from being withdrawn.

Sticky Fingers

Problem: The resident complained of personal items being removed from her room at the residential care facility.

Action: The Ombudsman found that the resident's granddaughter was taking items and selling them. The Ombudsman arranged for a special lock to be put on the door, with keys only for the resident and administrator of the facility.

Outcome: The stealing of the resident’s possessions stopped. The resident was happy and was no longer fearful of loosing items.

A Simple Glass of Beer

Problem: An 85-year-old male resident had no family, friends, or visitors. He didn't join other residents in activities, watch TV or read, he just sat alone and stared ahead. The Ombudsman visited him several times offering books, magazines, and/or books on tape. He always replied "thanks, but no thanks." Finally, the Ombudsman told him that she felt sorry the sweater given to him for Christmas (through the Council on Aging SmileMakers Gift project) didn't fit him and she would like to exchange it for him. He replied "no, that's OK, don't bother." However, this day it seemed like he wanted to say more.

Action: The Ombudsman encouraged him to talk with her... He very shyly said, "Well, there is one thing I would like, a bottle of beer once in a while with my dinner." The doctor approved his request and wrote a prescription enabling the facility to give him beer on Saturday night with his dinner.

Outcome: The resident reached up and gave the Ombudsman a big hug. He was so surprised, he just kept saying, "I can't believe it, thank you, thank you!" The Ombudsman said: “this is why I love being an Ombudsman. I love my job.”

Nice Hair

Problem: The resident complained that her hair was not being fixed properly at the facility.

Action: The Ombudsman arranged for her to go outside of the facility to her regular hairdresser.

Outcome: The Resident was very happy with the outcome. "I feel so much better now."

Money, Money, Money

Problem: The resident's income was not enough to cover his basic expenses.

Action: Ombudsman suggested he might move into a shared room, which would substantially cut his rent.

Outcome: The resident found a room to share and now feels financially secure and has a new friend as well.