'What are you going to do about it?'

I rode the elevator to the second floor of the assisted living facility I was visiting. I greeted the two residents on the elevator with me. "So you're an ombudsman?" the lady with the walker asked, eyeing my badge. "Yes, I am. I'm a problem-solver for residents," I explained, rather proudly.

"Well, have a look at that," the other lady said, inclining her head toward a large calendar labeled Monthly Activity Schedule attached to the back wall of the elevator. Every square was filled in with a variety of activities. "It's all a lie, you know. What are you going to do about it?"

I felt like the new sheriff in town, called out to handle a bunch of troublesome bad guys. I admit I was caught by surprise and I knew my credibility as an advocate was on the line. "First, I want to talk to you more about this. Is that all right with you?" I asked. So for the next half hour, the three of us met in one of their rooms and talked about the activity schedule and other issues concerning them.

Sometimes residents are hesitant to complain or to let their names be used, for several reasons. A large segment of the population in long term care comes from a generation that "doesn't want to rock the boat". They make do. Another reason is fear of retaliation, no matter how unlikely. "What if they tell me I have to leave? Where will I go?" Or they're afraid they won't get needed help, or a caregiver will be unfriendly, or a call light will go unanswered. The residents of long term care are vulnerable and they know it.

Both ladies wanted to remain anonymous, so I told them I will ask questions of other residents and will not use their names. I told them I will show up unannounced at several scheduled activities. Once I've gathered all the information, I will talk with the administrator about my findings and other resident concerns. I told them I will get back to them. The two ladies agreed it was a good plan.

Activities were a major concern of many of the residents, but those few who had complained felt powerless when nothing changed. I showed up at several scheduled activities to find that many had been cancelled without notice. So I took my findings to the administrator and provided him with the official rules and regulations concerning resident activities. As a result, a new activity director was hired.

An ombudsman isn't a sheriff or a policeman but we have the clout to make positive change happen. It's a satisfying feeling to make a difference in a vulnerable elder's life.