Office of the Statewide Long-term Care Ombudsman Program

AnnuaI Report Summary: FY2021

One Ashburton Place Boston, MA 02108

State data summary for MA for FFY 2021	
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 2021
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1352

Case and Complaints Summary
Total number of cases closed:

Complainant	Nursing Facility	Residential Care
Community	Other	Total per complainant	
Resident	809	64	0	873	
Resident representative, friend, family	329	12	0	341	
Ombudsman program	63	7	0	70	
Facility staff	13	8	0	21	
Representative of other agency or program	21	3	0	24	
Concerned person	0	1	0	1	
Resident or family council	5	0	0	5	
Unknown	16	1	0	17	
Total per facility type	1256	96	0	1352	
	2034		

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	16	8	0	24	
B. Access to Information	84	0	0	84	
C. Admission, transfer, discharge, eviction	168	7	0	175	
D. Autonomy, choice, rights	326	24	0	350	
E. Financial, property	140	7	0	147	
F. Care	631	22	0	653	
G. Activities and community integration and social services	144	13	0	157	
H. Dietary	179	6	0	185	
I. Environment	151	18	0	169	
J. Facility policies, procedures and practices	41	3	0	44	
K. Complaints about an outside agency (non-facility)	5	1	0	6	
L. System and others (non-facility)	33	7	0	40	
Complaint Verifications

Verification Status	Nursing Facility	Residential
Care Community	Other	Total	
Verified	1731	96	0	1827	

Not Verified	187	20	0	207	
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	1178	68	0	1246	
Withdrawn or no action needed by the resident, resident
representative or complainant	549	33	0	582	
Not resolved to the satisfaction of the resident, resident
representative or complainant	191	15	0	206	

State data summary for MA for FFY 2021
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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	16	8	0	24	
A01. Abuse: physical	8	1	0	9	
A02. Abuse: sexual	1	2	0	3	
A03. Abuse: psychological	3	1	0	4	
A04. Financial exploitation	3	4	0	7	
A05. Gross neglect	1	0	0	1	
B. Access to Information	84	0	0	84	
B01. Access to information and records	71	0	0	71	
B02. Language and communication barrier	7	0	0	7	
B03. Willful interference	6	0	0	6	
C. Admission, transfer, discharge, eviction	168	7	0	175	
C01. Admission	2	1	0	3	
C02. Appeal process	2	0	0	2	
C03. Discharge or eviction	109	4	0	113	
C04. Room issues	55	2	0	57	
D. Autonomy, choice, rights	326	24	0	350	
D01. Choice in health care	17	0	0	17	
D02. Live in less restrictive setting	54	0	0	54	
D03. Dignity and respect	99	5	0	104	
D04. Privacy	21	3	0	24	
D05. Response to complaints	11	1	0	12	
D06. Retaliation	4	1	0	5	
D07. Visitors	48	5	0	53	
D08. Resident or family council	1	0	0	1	
D09. Other rights and preferences	71	9	0	80	
E. Financial, property	140	7	0	147	
E01. Billing and charges	18	2	0	20	
E02. Personal property	122	5	0	127	

Complaint Category/Type	Nursing Facility	Residential
Care Community	Other	Total by Complaint
Type	
F. Care	631	22	0	653	
F01. Accidents and falls	18	1	0	19	
F02. Response to requests for assistance	97	2	0	99	
F03. Care planning	46	2	0	48	
F04. Medications	78	3	0	81	
F05. Personal hygiene	78	4	0	82	
F06. Access to health related services	83	2	0	85	
F07. Symptoms unattended	58	2	0	60	
F08. Incontinence care	17	1	0	18	
F09. Assistive devices or equipment	80	5	0	85	
F10. Rehabilitation services	75	0	0	75	
F11. Physical restraint	0	0	0	0	
F12. Chemical restraint	1	0	0	1	
G. Activities and community integration and social
services	144	13	0	157	
G01. Activities	64	2	0	66	
G02. Transportation	20	3	0	23	
G03. Conflict resolution	29	5	0	34	
G04. Social services	31	3	0	34	
H. Dietary	179	6	0	185	
H01. Food services	124	5	0	129	
H02. Dining and hydration	31	0	0	31	
H03. Therapeutic or special diet	24	1	0	25	
I. Environment	151	18	0	169	
I01. Environment	55	11	0	66	
I02. Building structure	8	0	0	8	
I03. Supplies, storage and furnishings	38	0	0	38	
I04. Accessibility	7	1	0	8	
I05. Housekeeping, laundry and pest abatement	43	6	0	49	
J. Facility policies, procedures and practices	41	3	0	44	
J01. Administrative oversight	5	0	0	5	
J02. Fiscal management	1	0	0	1	
J03. Staffing	35	3	0	38	

Complaint Category/Type	Nursing Facility	Residential
Care Community	Other	Total by Complaint
Type	
K. Complaints about an outside agency (non-facility)	5	1	0	6	
K01. Regulatory system	1	0	0	1	
K02. Medicaid	0	1	0	1	
K03. Managed care	1	0	0	1	
K04. Medicare	2	0	0	2	
K05. Veterans Affairs	0	0	0	0	
K06. Private Insurance	1	0	0	1	
L. System and others (non-facility)	33	7	0	40	
L01. Resident representative or family conflict	8	3	0	11	
L02. Services from outside provider	3	2	0	5	
L03. Request to transition to community setting	22	2	0	24	

State data summary for MA for FFY 2021
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Organizational Structure
Office of state LTCO location	Inside state government
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 2021
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Staff and Volunteers

Total staff	6	
Total full-time equivalent (FTE)	6	
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	37	
Total full-time equivalent (FTE)	30	
Total local volunteer representatives	233	
Total hours donated by local volunteer representatives	
6,863	
Total local volunteers (not representatives)	0	

Local Ombudsman Entity Staff

Hours

State data summary for MA for FFY 2021
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Funds Expended
Funds Expended from OAA Sources
Federal - OAA Title VII, Chapter 2, Ombudsman	$392,673	
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	$326,788	
Other State Sources		
There are no other State sources		
Total other State funds expended	$234,566	
Other Local Sources		
There are no other Local sources		
Total other Local funds expended	$62,580	

State data summary for MA for FFY 2021
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Facility - Number and Capacity
Licensed Nursing Facilities
Total number	369	
Total resident capacity	43786	
Residential Care Communities
Total number	329	
Total resident capacity	20547	

State data summary for MA for FFY 2021
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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 2021
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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	51	
Ombudsman Program Activities

Information and assistance to individuals	9637	
Community education	60	
Ombudsman Program Activities - Facilities

Hours Hours

Activity	Nursing Facility	Residential
Care Community	
Training sessions for facility staff	9	1	
Information and assistance to staff	4587	564	
Number of facilities that received one or more visits	372	176	
Number of visits for all facilities	4434	833	
Number of facilities that received routine access	43	9	
Total participation in facility survey	433	16	
Resident council participation	106	5	
Family council participation	1	0