Advocacy in Services and Care Facilities

Advocacy in Services and Care Facilities

Approach the caregiver

It is often best to raise concerns at the time the issue occurs, and to start with the caregiver. Caregivers are human and may not know there is a problem. Respectful feedback can help them understand the needs of a person receiving care and meet those needs more effectively. For tips on building communication with caregiving staff, see the province’s website.

Speak to the supervisor, case manager, or other person in charge

If speaking to the caregiver does not resolve the problem, speak with the caregiver’s supervisor, the director of care, or a manager with authority to address the issue. Outline the problem and the solution you are seeking.

Advocate through resident and family councils

As described in Chapter 5, long-term care facilities must facilitate and support the formation of residents’ and family councils.

Resident and family councils can identify common issues, strategize solutions, and develop open communication with the facility’s manager or director of care which can help enhance the residents’ quality of life and address problems in a timely manner.

Although resident and family councils do not have decision-making authority, care facilities are required to meet with council representatives at least twice per year and to respond to council recommendations in a timely manner, in writing.

Councils can amplify the voices of residents and families to address issues systemically. They can also participate in regional and provincial networks of resident and family councils which can bring about systemic change by communicating with health authorities and the Ministry of Health.

Make a formal complaint using the service or facility’s complaint procedures

Care facilities and care service providers are legally required to have clear procedures to address concerns or complaints in a fair, timely, and effective manner. Whenever possible, follow those procedures.

For concerns about home care services, contact the case manager or the Home and Community Care Coordinator within the regional health authority. If there are medical concerns about the care provided, it may be effective to contact the adult’s family physician or nurse practitioner.

Call for a care planning conference

If there are concerns about whether a resident’s care plan is meeting their needs (including medication, restraints, and ambulatory care) a person may request, with the resident’s authorization, to see their care plan. A family member can call for a care planning conference to review and revise the care plan. Facilities are required to review care plans at least once a year, or whenever there is a significant change in the resident’s needs or treatment.

When raising care concerns within a facility, it is helpful to refer to the Residents’ Bill of Rights for support in defining the type of care and quality of life that is expected for those receiving care (see Chapter 5).

This information applies to British Columbia, Canada. Last reviewed for legal accuracy by Seniors First BC, February 2024.

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