Office of the Statewide Long-term Care Ombudsman Program

Annual Report Summary: FY2022

One Ashburton Place Boston, MA 02108

State data for MA for FFY 2022	
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 for MA for FFY 2022					
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Case and Complaints Summary					
Total number of cases closed:	1965		
Totals Cases per Complainant by Facility Setting	
Complainant	Nursing Facility	Residential Care
Community	Other	Total per complainant	
Resident	1192	73	0	1265	
Resident representative, friend, family	343	131	0	474	
Ombudsman program	106	11	0	117	
Facility staff	14	14	0	28	
Representative of other agency or program	26	16	0	42	
Concerned person	1	1	0	2	
Resident or family council	10	0	0	10	
Unknown	23	4	0	27	
Total per facility type	1715	250	0	1965	

Total number of complaints:	2743		
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	25	28	0	53	
B. Access to Information	73	10	0	83	
C. Admission, transfer, discharge, eviction	196	51	0	247	
D. Autonomy, choice, rights	326	45	0	371	
E. Financial, property	141	37	0	178	
F. Care	853	107	0	960	
G. Activities and community integration and social services	198	12	0	210	
H. Dietary	223	14	0	237	
I. Environment	237	34	0	271	
J. Facility policies, procedures and practices	56	10	0	66	
K. Complaints about an outside agency (non-facility)	8	1	0	9	
L. System and others (non-facility)	56	2	0	58	
Complaint Verifications	
Verification Status	Nursing Facility	Residential
Care Community	Other	Total	
Verified	2251	300	0	2551	

Not Verified	141	51	0	192	
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	1475	164	0	1639	
Withdrawn or no action needed by the resident, resident
representative or complainant	709	147	0	856	
Not resolved to the satisfaction of the resident, resident
representative or complainant	208	40	0	248	

State data for MA for FFY 2022
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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	25	28	0	53	
A01. Abuse: physical	10	12	0	22	
A02. Abuse: sexual	2	4	0	6	
A03. Abuse: psychological	6	4	0	10	
A04. Financial exploitation	1	1	0	2	
A05. Gross neglect	6	7	0	13	
B. Access to Information	73	10	0	83	
B01. Access to information and records	65	10	0	75	
B02. Language and communication barrier	5	0	0	5	
B03. Willful interference	3	0	0	3	
C. Admission, transfer, discharge, eviction	196	51	0	247	
C01. Admission	4	3	0	7	
C02. Appeal process	4	1	0	5	
C03. Discharge or eviction	117	46	0	163	
C04. Room issues	71	1	0	72	
D. Autonomy, choice, rights	326	45	0	371	
D01. Choice in health care	26	4	0	30	
D02. Live in less restrictive setting	58	7	0	65	
D03. Dignity and respect	105	13	0	118	
D04. Privacy	22	1	0	23	
D05. Response to complaints	11	1	0	12	
D06. Retaliation	4	2	0	6	
D07. Visitors	29	10	0	39	
D08. Resident or family council	0	0	0	0	
D09. Other rights and preferences	71	7	0	78	
E. Financial, property	141	37	0	178	
E01. Billing and charges	30	28	0	58	
E02. Personal property	111	9	0	120	

Complaint Category/Type	Nursing Facility	Residential
Care Community	Other	Total by Complaint
Type	
F. Care	853	107	0	960	
F01. Accidents and falls	23	10	0	33	
F02. Response to requests for assistance	161	14	0	175	
F03. Care planning	52	24	0	76	
F04. Medications	105	19	0	124	
F05. Personal hygiene	94	13	0	107	
F06. Access to health related services	108	3	0	111	
F07. Symptoms unattended	80	12	0	92	
F08. Incontinence care	31	3	0	34	
F09. Assistive devices or equipment	87	5	0	92	
F10. Rehabilitation services	101	0	0	101	
F11. Physical restraint	0	2	0	2	
F12. Chemical restraint	1	0	0	1	
F13. Infection control	10	2	0	12	
G. Activities and community integration and social
services	198	12	0	210	
G01. Activities	88	6	0	94	
G02. Transportation	15	1	0	16	
G03. Conflict resolution	31	3	0	34	
G04. Social services	64	2	0	66	
H. Dietary	223	14	0	237	
H01. Food services	142	9	0	151	
H02. Dining and hydration	38	2	0	40	
H03. Therapeutic or special diet	43	3	0	46	
I. Environment	237	34	0	271	
I01. Environment	70	12	0	82	
I02. Building structure	24	8	0	32	
I03. Supplies, storage and furnishings	76	3	0	79	
I04. Accessibility	12	1	0	13	
I05. Housekeeping, laundry and pest abatement	55	10	0	65	
J. Facility policies, procedures and practices	56	10	0	66	
J01. Administrative oversight	2	4	0	6	
J02. Fiscal management	3	0	0	3	
J03. Staffing	51	6	0	57	

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	4	0	0	4	
K03. Managed care	1	0	0	1	
K04. Medicare	3	0	0	3	
K05. Veterans Affairs	0	0	0	0	
K06. Private Insurance	0	1	0	1	
L. System and others (non-facility)	56	2	0	58	
L01. Resident representative or family conflict	9	1	0	10	
L02. Services from outside provider	7	0	0	7	
L03. Request to transition to community setting	40	1	0	41	

State data for MA for FFY 2022
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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.	17	
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	18	

State data for MA for FFY 2022
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Staff and Volunteers
Office of State Ombudsman Staff

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	

Total staff	34	
Total full-time equivalent (FTE)	28	
Total local volunteer representatives	181	
Total hours donated by local volunteer representatives	
12,682	
Total local volunteers (not representatives)	0	

Local Ombudsman Entity Staff

Hours

Hours

State data for MA for FFY 2022
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Funds Expended
Funds Expended from OAA Sources
Federal - OAA Title VII, Chapter 2, Ombudsman	$408,769	
Federal - OAA Title VII, Chapter 3	$0	
OAA Title III - State level	$300,000	
OAA Title III - AAA level	$1,202,595	
Other Federal Sources		
There are no other Federal sources		
Total other Federal funds expended	$913,588	
Other State Sources		
There are no other State sources		
Total other State funds expended	$856,803	
Other Local Sources		
There are no other Local sources		
Total other Local funds expended	$107,497	

State data for MA for FFY 2022
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Facility - Number and Capacity
Licensed Nursing Facilities
Total number	362	
Total resident capacity	42676	
Residential Care Communities
Total number	326	
Total resident capacity	20307	

State data for MA for FFY 2022
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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 for MA for FFY 2022
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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	37	
Ombudsman Program Activities

Information and assistance to individuals	5203	
Community education	52	
Ombudsman Program Activities - Facilities

Hours Hours

Activity	Nursing Facility	Residential
Care Community	
Training sessions for facility staff	7	7	
Information and assistance to staff	2076	546	
Number of facilities that received one or more visits	379	292	
Number of visits for all facilities	10723	2047	
Number of facilities that received routine access	311	69	
Total participation in facility survey	499	27	
Resident council participation	191	10	
Family council participation	14	3