Problem

Mark and his family wanted to move their brother to a nursing facility closer to the family so they could visit him more often. Facilities normally assists with this process since they understand the type of care necessary. Social workers at the facility started the process, but then never continued the process.

Refusal of Service

Mark emailed several times over the course of 2 months without any response from social workers at the facility. He tried picking up with things left off or trying to restart the process again completely with anyone willing to help.

Where he was previously receiving emails each week, now he was receiving no communication at all after more than 2 months.

Impact

Mark was coordinating care on behalf of his family. Family visitation and connection are important parts of life and wellbeing especially in nursing care. The impact was that the whole family couldn’t visit as often as they wanted and had to drive hours to visit when they were able. Overall this decreased the amount of time they could spend together.

Investigation & Resolution 

Throughout the process Noble Navigators avoided confrontation, and instead acknowledged that the demands on the facility may be very high and Mark’s situation was not prioritized. Noble Navigators led a conference call with the family and the facility, set goal, worked with social workers and even contacted more than a dozen possible care facilities to help get things moving again.

With the help of newly motivated social workers and Noble Navigators assisting in the facility search process, the family had new options within 2 weeks and a transition plan shortly after that. The family was very pleased with the results and happy to be able to more easily visit their family when they needed it the most.

Member Assistance

Noble Navigators provides guidance, direct action and ongoing support services for more than a dozen important life situations including basic tech support. If you or someone you know needs assistance please contact Noble Navigators 24/7.