Complaints are on the rise!

Nationally and here in Nebraska, the number of complaints is on the rise.

We are all aware that complaints tend to rise at the holiday season when family members may increase visits, and/or family members that may not have seen a loved one for some time stop by for a visit. 

Complaints are also coming from staff members that may be overwhelmed or overworked. While this is common, it can also be extremely time consuming for staff members. Staying ahead of complaints and addressing the concern of family members is of the utmost importance. Here are a few tips for heading off potential complaints in advance: 



1. Avoid significant staff shortages: The most impactful factor in preventing complaints is the number of staff present. More people can not only ensure that the work is getting done, but workers, residents and family members are happier when there are a sufficient number of staff available. If you need to use temporary workers, ensure there are a sufficient number of familiar staff available to provide care and answer questions.
2. Decrease Staff Stress and Overworked: The holidays are hard for everyone! Permanent staff who do work during the holidays often face heavier workloads on top of the typical holiday stress. This can lead to fatigue, burnout, reduced patience, and cutting corners on essential care duties. Be sure to check in with staff, avoid excessive amounts of overtime, and look for ways to ease the burden on your direct care team.
3. Reduce Disrupted Routines and Chaotic Environments: Everyone wants to have fun at the holidays, but too much of a good thing may be bad for those that prefer to have a calm, routine environment. This can lead to additional stress for those with dementia, cognitive impairments and behavioral changes in residents. Ensure each person has the right environment to meet their needs and a place to go when they have had enough of the party.
4. Check in with Family Members: No doubt there will be an increased number of visitors to your building. This is a great opportunity to check in with family members with positive news, proactive updates and encouraging information. Prepare family members that may be walking in to a different condition before they arrive. Be sure you are talking to families when they are in the building and following up quickly to address any concerns they may have. Being proactive with addressing complaints may prevent a call to the state or the ombudsman.