Consumers' Guide To Quality Aging Services
Oklahomans now have more choices concerning how they live and the care and services they receive. Many options have emerged in recent years to suit older adults and vulnerable populations. There are different options for health care and supportive services for your lifestyle needs and preferences.
As an added service to you, LeadingAge Oklahoma has a senior living referral partner. Arrow Senior Living provides referral services at no charge to families or the residents.
We also provide the links below to areas that describe various services in more detail. There are also links to search for services, download brochures, and to find more information from other sources on the Internet.
This questionnaire was prepared by LeadingAge as part of Quality First, a national quality improvement initiative. This questionnaire is designed to help you identify quality organizations. It is not a guide to the types and costs of care and services these organizations offer.
1. Commitment
- Does your organization participate in a quality improvement or accreditation program? If so, please explain which one(s) and why.
- Does your organization have a written Code of Ethics? If so, how does it guide what your organization does?
2. Governance and Accountability
- What is your organization’s mission and what policies and procedures do you have to ensure all staff members work according to the same beliefs and goals?
- Who serves on your Board of Directors?
- What are some examples of ways in which your organization practices sound financial management?
3. Leading-Edge Care and Services
- How does your organization identify and adopt new care and service practices?
- Do you have an example of an innovative policy or procedure that you have implemented recently?
- How are you using technology to improve care and services for your residents or clients?
- Do you collaborate with other organizations to develop and study new ways of providing services?
4. Community Involvement
- How are volunteers involved in your organization?
- What kinds of community programs or services do you bring into the facility, and how do you involve residents in programs, events and activities in the neighboring community?
- Describe how residents are encouraged and enabled to vote in elections; participate in religious services; and continue other lifelong activities that are important to them?
5. Continuous Quality Improvement
- How do you evaluate and measure the quality of the services you offer and identify opportunities for improvement?
- What are your organization’s current quality improvement goals?
6. Human Resources Development
- What training opportunities do you offer employees?
- Is your staff encouraged to give feedback? For example, do you conduct staff satisfaction surveys and, if so, how do you use the results?
- What is the average length of employment for your staff members and what reasons do employees cite for leaving your organization?
7. Consumer Friendly Information
- What information do you share with your residents or clients about the financial health of your organization?
- How do you educate individuals about Medicare and Medicaid and how to determine whether they are eligible for benefits? Can you explain what each covers?
- How do you ensure that individuals can make informed choices about their care?
8. Consumer Participation
- What methods do you provide for residents and clients and their families to share their ideas and concerns with your staff, management and trustees/board members?
- What is the role of resident and family councils in your organization?
- What is your process for measuring customer satisfaction; sharing this information with residents, clients and families; and making changes based on the results?
- How do you include family members in making decisions about the care and services for their loved ones?
- How are your residents or clients encouraged to participate in their own care or services?
9. Research Findings and Participation
- What methods do you provide for residents and clients and their families to share their ideas and concerns with your staff, management and trustees/board members?
- What is the role of resident and family councils in your organization?
- What is your process for measuring customer satisfaction; sharing this information with residents, clients and families; and making changes based on the results?
- How do you include family members in making decisions about the care and services for their loved ones?
- How are your residents or clients encouraged to participate in their own care or services?
10. Public Trust
- What methods do you provide for residents and clients and their families to share their ideas and concerns with your staff, management and trustees/board members?
- What is the role of resident and family councils in your organization?
- What is your process for measuring customer satisfaction; sharing this information with residents, clients and families; and making changes based on the results?
- How do you include family members in making decisions about the care and services for their loved ones?
- How are your residents or clients encouraged to participate in their own care or services?
After your visit with the aging services organization’s representative . . .
After your visit, take time to reflect on your experience. Read the organization’s materials and look at its Web site, review any notes you took, or talk to a friend or family member about the visit.
You may also find it helpful to ask yourself these questions about your meeting:
- Did he/she seem interested in me and my loved one’s specific needs?
- Did he/she answer my questions and provide me with the information I requested?
- How did he/she interact with residents or clients?
- Did you meet employees of all levels?
- Did these employees seem engaged and informed about the people they serve?
- Did I leave with unanswered questions?
- Did he/she encourage me to visit again or offer additional information to me?
The ultimate question to ask yourself is, “Can I trust this organization and the work they do for their residents or clients?”
This feeling of trust will help guide you to the aging services organization that is right for you or your loved one.
AARP Resource Links
Family Caregiving
Prepare to Care booklet
Taking Care of Yourself
Tips for choosing an in-home care provider (PDF)
Tips for choosing an adult day center (PDF)
Tips for choosing a residential care facility (PDF)
Working with staff in a nursing home or assisted living facility (PDF)
Tips for choosing an in-home care provider (PDF)
Choosing a doctor to evaluate memory and thinking problems (PDF)
Links to Federal government resources
Your Guide to Choosing a Nursing Home or Other LongTerm Services & Supports
CMS Nursing Home Resource Center: See our nursing home information in one place
CMS Care Compare : Use these websites to find and compare different types of Medicare providers (like physicians, hospitals, nursing homes, and others). Use the maps and filters to help you identify providers that are right for you.
o Doctors clinicians
o Hospitals
o Nursing homes including rehab services
o Home health services
o Hospice care
o Inpatient rehabilitation facilities
o Long-term care hospitals
o Dialysis facilities
Department of Health and Human Services
Department of Housing and Urban Development (HUD):
o Rental Assistance
o Local Public Housing
o REAC Property and Unit Inspections
o Rent Relief Resources
o File a Fair Housing Complaint
Government Benefits
Government Accountability Office
National Council for Aging Care
Occupational Safety and Health Administration
Office of the Inspector General for Health and Human Services
Social Security Administration
U.S. House of Representatives
U.S. Senate
Thomas (federal legislation search)
White House
Links to Oklahoma Resources
Oklahoma Human Services
o Adult Abuse and Protective Services
o Financial Help for Seniors
o Healthy Aging and Socialization
o Help for Family Caregivers or Grandparents
o In-Home Assistance
o Legal Services – End-of-Life Issues
o Meals
o Medicare Premiums Assistance
o Nursing Homes and Other Options
o Prescription Assistance
Developmental Disabilities Services (DDS)
o Adult Day Services
o Apply for Services
o Eligibility requirements
o Employment Services
o Family Support Assistance Program
o Home and Community Based Waiver Services
o Remote Support Services
o Respite Voucher Program
o Volunteer Guardianship Program
Oklahoma Department of Health
o Complaint Submissions
o Directories
Adult Day Care Facilities
Assisted Living Facilities
Nursing Home Facilities
Nursing Homes with ICFIID Living Facilities
Residential Care Facilities
Veterans Nursing Facilities
o Inspection Reports (Surveys , view inspection reports)
o Long Term Care Programs in Oklahoma
