HJBR Sep/Oct 2025

HEALTHCARE JOURNAL OF BATON ROUGE I  SEP / OCT 2025 21 Advocacy Changes Culture — Not Just Cases These aren’t just feel-good stories. They’re culture-changing moments. When ombudsmen and care teams collaborate regularly, facili- ties begin to listen differently, act more intentionally, and prioritize resident voice and agency. The next two stories show how this collaboration can move beyond an individual, to influence the entire culture of care. CASE STUDY: “A SONG IN THE HALLWAY — AND A SHIFT IN THE CULTURE” During a routine visit, an ombudsman was trying to speak with a resident, but was interrupted repeatedly by loud, overhead announcements. “It makes me feel like I’m in an airport,” the resident said of the announcements. “I can’t think straight.” The ombudsman raised the issue with the administrator and a corporate representa- tive. She explained how environmental stressors, like harsh sounds, can heighten agita- tion and diminish quality of life. To their credit, leadership listened. Within weeks, the facility reduced intercom usage and introduced curated music: The Beatles mixed with a little Beethoven, Moody Blues plus some Mozart, gospel on Sundays, and lots of Willie Nelson. Residents smiled, wheeled in their wheelchairs, and tapped to the beat with their walk- ers. CNAs reported fewer behavioral issues. The administrator put it best: “We didn’t just lower the noise, we raised the spirit.” CASE STUDY: “A NEWSLETTER, A BOOK CLUB, AND THE REVIVAL OF MAVIS” At a resident council meeting, a quiet woman named Mavis listened intently. When someone suggested starting a newsletter, she leaned forward. “I could help with that,” she said. Staff offered to help with typing and printing. Mavis wrote articles: Welcome New Neighbors, BirthdayWishes, Events Calendar, and even a Joke of the Month (“There’s a new restaurant in town. It’s called Karma. There is no menu. You get what you deserve.”). She later suggested a book club. The ombudsman connected Mavis with the public library. Books arrived. Residents met weekly for chapter chats. Mavis blossomed. Her energy returned. She no longer needed skilled care — and eventually moved into a senior apartment, where she now leads community activities. LESSON LEARNED The care environment is sensory. Simple changes — less noise, more familiar music — can calm the nervous system and promote connection. Culture change doesn’t always require policy. Sometimes it starts with a song. LESSON LEARNED Purpose is medicine. When residents are invited to participate, not just reside, they find strength, voice, and joy. Sometimes, the best therapy is being needed. LONG-TERM CARE SETTINGS VARY Assisted living, group homes, and nursing facilities differ in the types of support and services they offer. Oversight and requirements can vary significantly by state. Readers are encouraged to contact their state’s Department of Health or Long-Term Care Ombudsman Program to understand the options and regulations that apply locally.