HJNO Sep/Oct 2022

Q&A Each takes turns playing a PEER, a resident with a complaint, and staff. Their role-play- ing includes preparation (what happened, when did it occur, where, and what does the resident want), gathering information, inter- viewing skills, active listening, note-taking, impartial observations, identifying solu- tions, resolution, and follow-up. Confiden- tiality, privacy, respect for and understand- ing of residents’ rights are emphasized as crucial elements of the program’s success. Six residents volunteered to take the first six-week program, which included twice- weekly two-hour sessions. One hundred percent attendance is required to complete the program successfully. Six residents started the program, and five graduated. Although one PEER could not complete the training, all PEERs and the ombudsman agreed to meet with the resident individu- ally to complete class training and to hold a graduation ceremony later. Prior to the first LA PEER class, the ombudsman met with the facility staff to review LA PEER and their crucial roles in the program. Buy-in from the facility staff was essential to support the program, ensure that medical appointments were scheduled at times that would not conflict with LAPEER classes, and ensure that CNAs helped residents to be ready and on time for the sessions. There was enthusiastic buy-in right from the beginning. Staff was invited to meet with LAPEER trainees and were asked questions about their job positions and their input on specific topics and issues. The session topics included but were not limited to: • Getting to know each other: residents and staff. • Residents’ rights: wherever you go, your rights go with you. • Respecting privacy. • Strict confidentiality. • Problem-solving: building self-reso- lution skills. • Do’s and don’ts of advocacy. • Respecting differences. • Limits: where LA PEER stops and “good neighbor” continues. An LA PEER, like an ombudsman, acts only at the request of and the direction of a resident, although, as a resident, a neigh- bor, or a friend, the LA PEER might cross the threshold and enter a room uninvited out of concern. The first LA PEER graduation ceremony was held in June. Families, friends, and fel- low residents were invited to participate in the ceremony as the newly minted LA PEERs were decked out in graduation caps and received their certificates of comple- tion. In addition to a name badge, each LA PEER has a door hanger proclaiming, “ALA PEER graduate resides here: I can help you.” FOLLOW-UP AND CURRENT PROJECTS After graduation, LA PEERs continue to meet monthly with the ombudsman to fur- ther hone their advocacy skills. Issues are discussed, questions asked, answers col- lectively offered, thoughts are shared, and guidance is offered. Confidentiality is always respected, and residents’ names are never mentioned unless specific permission has been given. Ongoing projects and new ideas to fos- ter communication and engagement among residents, their families, and staff are pre- sented in these meetings. One example is an “appreciation luncheon” organized by PEERs, so families can join residents and staff for lunch at the facility, allowing the families to see residents engaged in their home environment. Communication is often a matter of concern in any facility, and LA PEERs have taken steps to start a newsletter. Socialization is another area of concern, and LAPEERs work with residents The first LA PEER graduates are (left to right) Darryl Slaughter, Peggy Guillie, Debra Augustus, Rosemarie Ludwig, and Gordon Fletcher.