Office of the Statewide Long-term Care Ombudsman Program

Annual Report Summary: FY2020

One Ashburton Place Boston, MA 02108

State data summary for MA for FFY 2020	
Case and Complaints Summary	
Complaint Type by Facility Type	
Organizational Structure	
Staff and Volunteers	
Funds Expended	
Facility - Number and Capacity 	
Facility - RCC	
Program Activities	

State data summary for MA for FFY 2020
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1650

Case and Complaints Summary
Total number of cases closed:

Complainant	Nursing Facility	Residential Care
Community	Other	Total per complainant	
Resident	1041	48	0	1089	
Resident representative, friend, family	339	18	0	357	
Ombudsman program	102	5	0	107	
Facility staff	9	2	0	11	
Representative of other agency or program	31	6	0	37	
Concerned person	16	2	0	18	
Resident or family council	14	0	0	14	
Unknown	17	0	0	17	
Total per facility type	1569	81	0	1650	
	2160		

Totals Cases per Complainant by Facility Setting

Total number of complaints:
Major Complaint Groups by Type of Facility

Complaint Category/Type	Nursing Facility	Residential Care
Community	Other	Total by Complaint
Type	
A. Abuse, gross neglect, exploitation	35	2	0	37	
B. Access to Information	94	2	0	96	
C. Admission, transfer, discharge, eviction	199	9	0	208	
D. Autonomy, choice, rights	316	19	0	335	
E. Financial, property	155	9	0	164	
F. Care	683	18	0	701	
G. Activities and community integration and social services	126	8	0	134	
H. Dietary	176	5	0	181	
I. Environment	197	15	0	212	
J. Facility policies, procedures and practices	42	4	0	46	
K. Complaints about an outside agency (non-facility)	8	1	0	9	
L. System and others (non-facility)	35	2	0	37	
Complaint Verifications

Verification Status	Nursing Facility	Residential
Care Community	Other	Total	
Verified	1951	91	0	2042	

Not Verified	115	3	0	118	
Complaint Dispositions	
Disposition Status	Nursing Facility	Residential
Care Community	Other	Total	
Partially or fully resolved to the satisfaction of the resident,
resident representative or complainant	1390	58	0	1448	
Withdrawn or no action needed by the resident, resident
representative or complainant	485	23	0	508	
Not resolved to the satisfaction of the resident, resident
representative or complainant	191	13	0	204	

State data summary for MA for FFY 2020
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Complaint Types by Type of Facility
Complaint Category/Type	Nursing Facility	Residential Care
Community	Other	Total by Complaint
Type	
A. Abuse, gross neglect, exploitation	35	2	0	37	
A01. Abuse: physical	9	2	0	11	
A02. Abuse: sexual	6	0	0	6	
A03. Abuse: psychological	12	0	0	12	
A04. Financial exploitation	3	0	0	3	
A05. Gross neglect	5	0	0	5	
B. Access to Information	94	2	0	96	
B01. Access to information and records	82	2	0	84	
B02. Language and communication barrier	12	0	0	12	
B03. Willful interference	0	0	0	0	
C. Admission, transfer, discharge, eviction	199	9	0	208	
C01. Admission	4	0	0	4	
C02. Appeal process	4	0	0	4	
C03. Discharge or eviction	136	9	0	145	
C04. Room issues	55	0	0	55	
D. Autonomy, choice, rights	316	19	0	335	
D01. Choice in health care	23	1	0	24	
D02. Live in less restrictive setting	51	4	0	55	
D03. Dignity and respect	105	4	0	109	
D04. Privacy	18	1	0	19	
D05. Response to complaints	13	0	0	13	
D06. Retaliation	2	0	0	2	
D07. Visitors	32	2	0	34	
D08. Resident or family council	2	0	0	2	
D09. Other rights and preferences	70	7	0	77	
E. Financial, property	155	9	0	164	
E01. Billing and charges	32	4	0	36	
E02. Personal property	123	5	0	128	

Complaint Category/Type	Nursing Facility	Residential
Care Community	Other	Total by Complaint
Type	
F. Care	683	18	0	701	
F01. Accidents and falls	26	2	0	28	
F02. Response to requests for assistance	137	1	0	138	
F03. Care planning	59	1	0	60	
F04. Medications	86	5	0	91	
F05. Personal hygiene	76	2	0	78	
F06. Access to health related services	69	4	0	73	
F07. Symptoms unattended	72	1	0	73	
F08. Incontinence care	30	0	0	30	
F09. Assistive devices or equipment	76	2	0	78	
F10. Rehabilitation services	50	0	0	50	
F11. Physical restraint	1	0	0	1	
F12. Chemical restraint	1	0	0	1	
F13. Infection control	0	0	0	0	
G. Activities and community integration and social
services	126	8	0	134	
G01. Activities	47	2	0	49	
G02. Transportation	9	2	0	11	
G03. Conflict resolution	34	2	0	36	
G04. Social services	36	2	0	38	
H. Dietary	176	5	0	181	
H01. Food services	121	4	0	125	
H02. Dining and hydration	32	0	0	32	
H03. Therapeutic or special diet	23	1	0	24	
I. Environment	197	15	0	212	
I01. Environment	64	5	0	69	
I02. Building structure	19	3	0	22	
I03. Supplies, storage and furnishings	51	3	0	54	
I04. Accessibility	8	0	0	8	
I05. Housekeeping, laundry and pest abatement	55	4	0	59	
J. Facility policies, procedures and practices	42	4	0	46	
J01. Administrative oversight	4	3	0	7	
J02. Fiscal management	0	0	0	0	
J03. Staffing	38	1	0	39	

Complaint Category/Type	Nursing Facility	Residential
Care Community	Other	Total by Complaint
Type	
K. Complaints about an outside agency (non-facility)	8	1	0	9	
K01. Regulatory system	0	0	0	0	
K02. Medicaid	3	1	0	4	
K03. Managed care	2	0	0	2	
K04. Medicare	3	0	0	3	
K05. Veterans Affairs	0	0	0	0	
K06. Private Insurance	0	0	0	0	
L. System and others (non-facility)	35	2	0	37	
L01. Resident representative or family conflict	13	2	0	15	
L02. Services from outside provider	7	0	0	7	
L03. Request to transition to community setting	15	0	0	15	

State data summary for MA for FFY 2020
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Organizational Structure
Office of state LTCO location	State Unit on Aging
Local Ombudsman Entity Location	Number of Ombudsman	
Area agency on aging (AAA) an area agency on aging designated under section 305(a)(2)(A) of the Older Americans Act or a State agency performing the functions of an area agency on aging under section 305(b)(5) of the OAA.	18	
Social services non-profit agency, with 501(c)(3) status, other than AAA	1	
Legal services provider	0	
Stand-alone local Ombudsman entity - a non-profit agency with 501(c)(3) status – the only program is the local Ombudsman entity	0	
Total number of entities	19	

State data summary for MA for FFY 2020
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Staff and Volunteers

Total staff	5	
Total full-time equivalent (FTE)	5	
Total state volunteer representatives	0	
Total hours donated by state volunteers representatives	
0	
Total other volunteers (not representatives)	0	

Office of State Ombudsman Staff

Hours

Total staff	31	
Total full-time equivalent (FTE)	27	
Total local volunteer representatives	233	
Total hours donated by local volunteer representatives	
11,820	
Total local volunteers (not representatives)	0	

Local Ombudsman Entity Staff

Hours

State data summary for MA for FFY 2020
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Funds Expended
Funds Expended from OAA Sources
Federal - OAA Title VII, Chapter 2, Ombudsman	$373,124	
Federal - OAA Title VII, Chapter 3	$0	
OAA Title III - State level	$300,000	
OAA Title III - AAA level	$1,464,232	
Other Federal Sources		
There are no other Federal sources		
Total other Federal funds expended	$417,976	
Other State Sources		
There are no other State sources		
Total other State funds expended	$234,416	
Other Local Sources		
There are no other Local sources		
Total other Local funds expended	$95,032	

State data summary for MA for FFY 2020
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Facility - Number and Capacity
Licensed Nursing Facilities
Total number	377	
Total resident capacity	44715	
Residential Care Communities
Total number	333	
Total resident capacity	19678	

State data summary for MA for FFY 2020
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Facility - Residential Care Community Information
RCC type	RCC type definition	Minimum RCC
capacity	Maximum RCC
capacity	
Assisted Living Residence	Any entity, however organized, whether conducted for profit or not for	3
profit, which meets all of the following criteria:
a)	provides room and board; and
b)	provides, directly by its employees or through arrangements with another organization which the entity may or may not control or own, Personal Care Services for three or more adults who are not related by consanguinity or affinity to their care provider; and
c)	collects payments or third party reimbursements from or on behalf of Residents to pay for the provision of assistance with the Activities of Daily Living, or arranges for same. (651 CMR12.02)
Rest Home	A facility or units thereof that provides or arranges to provide in addition to the minimum basic care and services required in 105 CMR 150.000, a supervised supportive and protective living environment and support services incident to old age for residents having difficulty in caring for themselves and who are ambulatory and do not require Level II or III nursing care or other medical related services on a routine basis.

State data summary for MA for FFY 2020
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Program Activities
Certifications and Training

Certification training hours	36	
Training hours required to maintain certification	24	
Number of new individuals completing certification
training	32	
Ombudsman Program Activities

Information and assistance to individuals	6616	
Community education	147	
Ombudsman Program Activities - Facilities

Hours Hours

Activity	Nursing Facility	Residential
Care Community	
Training sessions for facility staff	6	2	
Information and assistance to staff	5077	572	
Number of facilities that received one or more visits	382	62	
Number of visits for all facilities	7559	998	
Number of facilities that received routine access	2	1	
Total participation in facility survey	459	22	
Resident council participation	136	9	
Family council participation	16	0