THE VIRGINIAN-PILOT
Copyright (c) 1997, Landmark Communications, Inc.
DATE: Monday, February 17, 1997 TAG: 9702170034
SECTION: FRONT PAGE: A1 EDITION: FINAL
SOURCE: BY DEBRA GORDON, STAFF WRITER
LENGTH: 98 lines
Joan Patterson remembers the moment when she became an advocate for nursing home residents. She was finishing her master's degree in social work and had spent time observing life in a nursing home.
``I saw things there I wanted to change, but I couldn't,'' said the Portsmouth woman. Most frustrating were the residents who told her they were afraid to complain about problems at the home, fearing retaliation from the staff.
At the time, Patterson felt she couldn't do anything. ``My hands were tied,'' she said.
They're tied no longer.
Beginning Tuesday, Patterson starts taking calls as the region's first full-time ombudsman, charged with investigating and trying to resolve problems with care in South Hampton Roads nursing homes and adult-care facilities.
She'll be joined by Peggy Barr, 47, of Newport News, who will serve the same function for Peninsula residents.
Both will be based at Senior Services of Southeastern Virginia in Norfolk, although Barr will spend at least three days a week at the Peninsula Agency on Aging in Newport News. The two were hired by Senior Services in January with a $55,000 state grant.
They recently completed six weeks of training, spending time in several nursing homes, assisted-living facilities and adult day-care centers throughout the region.
They will work closely with state ombudsman Mark Miller, who is excited to finally have local representatives in this area.
``They will probably help ensure a higher quality of care because you will have a local watchdog,'' he said.
As ombudsmen, Patterson and Barr walk a delicate line between mediator and regulator. Although they have the authority to enter facilities, talk to residents and staff, and try to resolve problems, they cannot fine or otherwise sanction a home for any offenses.
Barr and Patterson investigate complaints and try to bring people together to solve the problems themselves.
If that doesn't work, however, they will forward the problem to the state health department, which does regulate nursing homes.
The two are required to investigate all complaints within 45 days, although Miller estimates it should only take about two weeks to complete complaint investigations.
Patterson brings a personal understanding of the issues surrounding disability and dependence to the job.
Confined to a wheelchair after a gunshot wound left her paralyzed 19 years ago, she has been a tireless worker on behalf of the disabled in Hampton Roads and serves as a member of the Portsmouth Mayor's Committee for the Disabled.
She recently became certified in mediation - a skill she plans to use as ombudsman.
Barr has a medical background. She was a licensed practical nurse who worked in nursing homes in California. She has also been an administrator in an assisted-living facility.
She decided to become an advocate for the elderly after her first job as a nurse in a California nursing home. Managers of the nursing home kept new sheets and bedspreads in locked closets and used them only when state regulators came for the home's annual inspection. When regulators left, the new sheets and spreads were locked away again.
``That was the first time I had the feeling that something was wrong,'' she said.
Since then, she's served as a volunteer and paid ombudsman in California and Louisiana.
The two women have their work cut out for them, since Hampton Roads has more nursing-home and adult-care residents than any other region in the state. Complaints from Hampton Roads residents more than doubled from 1994 to 1995, from 133 to 347, according to the state ombudsman's office. Overall, complaints statewide increased 41 percent.
Patterson and Barr say they're ready for the challenge.
We are ``the connecting force to help investigate and resolve problems,'' Patterson said.
They stress, however, that their role is as much about education as it is about dispute resolution.
They plan to train facility staff as well as families about resident rights and state and federal regulations.
``We're not there as a threat to the system; we're there to help the system and the residents, to work through and find workable solutions,'' Patterson said.
``We're there to give them hope.'' ILLUSTRATION: Color photo
MOTOYA NAKAMURA/The Virginian-Pilot
At Marian Manor Retirement Community in Virginia Beach, ombudsmen
Peggy Barr, far right, and Joan Patterson, next to her, joined a
meeting with nurse Nancy Parker, far left, and resident Dorothy
Brickhouse, foreground.
OMBUDSMEN ON CALL
Starting Tuesday: To lodge complaints about nursing homes and
adult-care facilities, call Joan Patterson or Peggy Barr at Senior
Services of Southeastern Virginia at 461-9481.
KEYWORDS: ELDERLY SENIOR CITIZENS NURSING HOMES
ADULT-CARE