For a while now, my mother has been living with multiple sclerosis (MS). We decided to transfer her to a long-term care community that aims to look after many others like her with the same diagnosis. Last year, she developed dental issues because of oral hygiene problems and needed a dental extraction. Her insurance provider informed us that, although the long-term care facility’s dentist could treat her, it would not cover the extraction cost. We felt blindsided but scheduled an appointment with another dentist outside the facility for just the extraction. With the condition becoming worse, the dental extraction occurred.

Post-Treatment Challenges

Post-treatment called for a follow-up visit from the facility dentist and a fitting for dentures, but this required follow-up visit never happened. We were unsure of the reason for the hold-up, and it was becoming progressively more difficult for my mother to function.

Not Letting Her Needs Fall Through the Cracks

When we mentioned the issue to our VOYCE ombudsman volunteer, she understood our concerns. She stepped in to set up a meeting with the facility’s administrator and social service director to resolve this issue. The ombudsman patiently and consistently followed up with both the facility dentist and management multiple times.

Thank You, Ombudsman!

Thanks to our ombudsman’s persistence, we finally mediated a solution with the facility. They recently set a date for my mother’s follow-up visit with a dentist who will take an impression of her dentures. Knowing that our ombudsman was there to help provide comfort and confidence, my mother will finally receive the care she deserves.

What is an ombudsman?

Read more about what an ombudsman is and how our ombudsman can help you!

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