OMBUDS-WHO? Office of Ombudsman for Long-Term Care.
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Transcript of OMBUDS-WHO? Office of Ombudsman for Long-Term Care.
Ombudsman MissionEnhance the Quality of Life and
Quality of Care for Adultsby
Promoting the Rights of Long-Term Care Residents, Home Care Consumers and Medicare
Beneficiaries through
Advocacy, Education andEmpowerment.
Ombudsman Duties• Educate for Self-Advocacy
Information and Consultation
Consumer Resources
• Investigate & Resolve Complaints• Recruit, Train & Manage Volunteers• Conduct Regular On-Site Visits• Represent Client Interests to Government Agencies• Inform Public & Policy Makers of Consumer Concerns• Recommend Policy & Legislative Changes• Monitor Laws & Rules
Ombudsman Access
• Access to LTC residences
• Access to Clients/Meet Privately
• Access to Records Facility Records
State Records
Confidentiality• Identity of Client & Related Data• Identity of Complainant & Related Data
Prohibition Against Discrimination or Retaliation
• Against Employees, Volunteers, Patients, Residents, Guardians, Family Members
• Rebuttable Presumption within 90 Days of a Report
Ombudsman Volunteers• Conflict of Interest (Disqualifying & Declared)• Application, Background Study & Reference Check• Interview, Orientation & Assignment Visit• Designation as “Volunteer Advocate”• Visit Residents 6 Hours Monthly• Monthly Contact with Regional Ombudsman• 12 Annual Hours of Continuing Education
– Bi-Monthly or Quarterly Regional Meetings– Annual Statewide Meeting
• Annual Renewal of Designation
Who Does the Ombudsman Serve?
• Nursing Home Residents• Housing With Services Tenants• Assisted Living Tenants• Home Care Clients (adults receiving in-home support services &
health-related services for a fee)• Adult Foster Care Clients (age 55 & older)• Hospice Clients• Hospital Patients (Medicare Beneficiaries)• Adult Day Program Participants
Who Contacts the Ombudsman?
2006(10/1/05 to 9/30/06)
• Family/Friends 39% • Consumers 24%• Provider Staff 17%• Social Service Staff & Others 13%• Unknown 7%
Ombudsman Complaint Data
2000 Complaints Closed in 2006• Rights 47% Admission/Discharge/Move Out, Autonomy,
Finances, Access to Information/Ombudsman• Care/Services 33% Direct care, Staffing, Abuse, Rehab, Restraints,
Policies/Procedures• Factors Outside Facility/Agency 11% Certification/Licensing, State Medicaid Agency,
Legal Issues (POA, Guardianship)• Quality of Life 9% Environment, Dietary, Activities
Outcome of Complaints
2006• Resolved 56%• Partially Resolved 27%• Withdrawn 3%• No Action 4%• Other 5%• Not Resolved 5%
Ombudsman Complaint Investigation
• Obtain informed consent • Obtain facts and verify the complaint
Who is involvedWhat happenedWhere did the situation happen
When did the situation happenWhy did the situation happen
Ombudsman Complaint Investigation
• Formulate an action planHow will the problem be resolved?Who is responsible for implementing the
plan?When will the plan be implemented?
• Monitor Implementation of the action planIs the client satisfied with the outcome?Follow up with client to ensure continued
satisfaction.
Follow up with staff responsible for implementation.
Fostering Positive Systems Change
• Consultation to providersShare resources and information
• Periodic meetings with administrator to discuss systemic issues being raised by residents, families or staff
• Assist in implementing person-centered, relationship-based care
• Assist in developing and maintaining resident and family councils