Pictured (left to right): Elizabeth Briscoe, Deborah Hamilton, Mary Anne Brennan, and Lisa Jurist

According to the United States Census Bureau, an estimated 12.3 percent of Baltimore City’s population is age 65 or older. The rapid growth of the older adult population, and the increasing longevity of younger people with disabilities, often leads to members of this population in need of living assistance. Nursing homes and assisted living facilities are long-term care facilities that provide a variety of services that help meet both the medical and non-medical needs of their residents.

While many assisted living facilities and nursing homes offer exemplary care and well-trained staff, residents may still suffer from neglect and abuse at the hands of their caregivers. The abuse can be physical, psychological, sexual, financial, or verbal. Often times, the signs of abuse are not immediately noticeable. This type of abuse is a medical issue and a public health issue because it can be a matter of life or death. This population will continue to need advocates to ensure they receive quality care, remain free of abuse and neglect, and their rights are protected.

The Baltimore City Health Department’s Long-Term Care Ombudsman team investigates, educates, and advocates for the residents of Baltimore City on a variety of issues that affect their well-being. There are three ombudsmen and multiple volunteers who investigate complaints and concerns from residents living in nursing homes and long-term care facilities. The Health Department’s Ombudsman Office helps anyone age 18 or older living in an assisted living facility who requests assistance.

Direct services are provided to residents of nursing homes and assisted living facilities to ensure their rights are not being neglected. The Office provides in-service training to facility staff and residents concerning residents’ rights, elder abuse, and care plans. They also educate residents about their rights in unique ways, including by playing Residents’ Rights Bingo.

The top issue Baltimore City residents in nursing homes face is involuntary discharge from their facility. The Health Department’s Ombudsman Office encounters some of the most complex cases in Maryland. Team members work with the resident and facility staff to ensure the discharge plan is a safe.

Last year, the ombudsman team investigated 782 complaints arising from 331 cases in 27 nursing homes and 450 assisted living facilities across Baltimore.

“We are the voice of the residents. We are here to make sure that their rights are not being violated and to ensure a good quality of life in long-term care facilities,” said Deborah Hamilton, Manager of the Long-Term Care Ombudsman Office. “This is not just a job. It’s a calling.”

The ombudsmen and volunteers investigate abuse and neglect complaints. However, they are not mandatory reporters: trust and the permission to act on a resident’s behalf is essential in their roles. Volunteers receive the same training and certification as a City employee. The role of the Ombudsman Office is to be a confidential and trustworthy protector of care, and be viewed as approachable by any resident living in an assisted living facility or nursing home.

If you would like to make a confidential complaint about a nursing home or assisted living facility, or for more information on volunteering with the Ombudsman Office, call Deborah Hamilton at 410-396-3144.