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Research on Aging, Vol. 25, No. 6, 631-654 (2003)
DOI: 10.1177/0164027503256691
© 2003 SAGE Publications

Correlates of Complaints Made to the Connecticut Long-Term Care Ombudsman Program

The Role of Organizational and Structural Factors

Priscilla D. Allen

Louisiana State University School of Social Work

Waldo C. Klein

University of Connecticut School of Social Work

Cynthia Gruman

Braceland Center for Mental Health and Aging

Using Long-Term Care Ombudsman Program complaint data (N = 3,360) from all of Connecticut's 261 nursing facilities, this study investigated facility characteristics that may be correlated with resident complaints. Complaints per 100 beds and four subcategories of complaints established by the Administration on Aging (AoA) were the dependent variables. The presence of volunteers trained by the Ombudsman Pro-gram significantly predicted total complaints. At the bivariate level, profit status, size, location, citations, and the presence of a volunteer resident advocate were associated with the rate of complaints. However, multivariate analysis exposed a more complex pattern of relationships. The strongest model explained slightly more than 9% of the variance using the nine predictors. This indicates that other factors such as psychosocial characteristics of complainants may influence complaint reporting, rather than structural/organizational components of the facility.

Key Words: ombudsman program • nursing home complaints • ombudsman program volunteers


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[Abstract] [PDF]