THE ROLE OF THE OMBUDSMAN IN LTC
MISSION STATEMENT The mission of the Arkansas Ombudsman Program is to ensure that long term care facility residents have the right to live their lives harmoniously and with dignity, feeling free to voice complaints or concerns without reprisal. The Ombudsman strives to be a trusted advocate for all residents by educating them regarding their rights; empowering residents to speak for themselves; while providing advocacy for those without a voice. Through regular visitations the Ombudsman seeks to enhance the quality of life for long term care residents by the investigation of complaints and interacting with both residents and staff to facilitate the resolution of the problems.
WHAT IS A LONG-TERM CARE OMBUDSMAN? Advocate for residents of nursing homes and residential care facilities A person who receives, investigates and resolves complaints on behalf of residents and families A person who regularly visits residents and becomes a trusted friend
FOCUS ON THE INDIVIDUAL S RIGHTS Ombudsman Other Resources Staff Families
WHO SHOULD CALL AN OMBUDSMAN? Anyone who is concerned about a long-term care resident: A resident of long-term care facility A friend or relative Facility staff or administrator Health care official Guardian Anonymous caller
WHAT ISSUES DOES AN OMBUDSMAN COVER? v Finances v Medicaid eligibility v Restraints v Guardianship/POA v Food quality v Transfers or discharges v Environment v Resident Rights v Care Plans v You name it
ROLE OF THE REGIONAL OMBUDSMAN Receives, investigates and resolves complaints made by or on behalf of residents of long term care facilities. Recruits, screens, trains, and supervises Ombudsman Volunteers; Publicizes the services of the Ombudsman Program and issues affecting older residents of long term care facilities through media releases, public speaking and other means; Maintains confidential files; Visits long term care facilities on a regular basis; Provides information as necessary to the nursing home surveyors; Attends nursing home survey exit interviews; Assists residents with appeals to involuntary transfer/discharge notices; and Attend resident interviews as requested by the resident.
ROLE OF THE REGIONAL OMBUDSMAN Each Regional Ombudsman will conduct 16 facility staff training events per year The Regional Ombudsman will participant with all resident councils in the service area on an annual basis. The Regional Ombudsman will conduct or participant in 12 community education events. The Regional Ombudsman will participant with 80% of the family councils in the service area on an annual basis. The Regional Ombudsman will attend 50% of the exit surveys in their service area.
CERTIFIED VOLUNTEER OMBUDSMAN Role Inform residents of their rights under Federal and State Law and assist them in protecting their rights Provide information about the Ombudsman Program to residents and families Refer complaints and concerns to the Regional Ombudsman Observe and report conditions in nursing homes to the Regional Ombudsman
CERTIFIED VOLUNTEER OMBUDSMAN Qualifications Be at least 18 years old Have reliable transportation Experience in working with older people No immediate family presently employed by a LTC facility
CERTIFIED VOLUNTEER OMBUDSMAN Training 8 hours of classroom training 12 hours of nursing home practicum Attend quarterly in-service training Encouraged to attend at least 1 state quarterly training per year
CERTIFIED VOLUNTEER OMBUDSMAN Responsibilities Visit residents in an assigned facility 2-4 hours weekly Explain the purpose of the Ombudsman Program to residents and family Complete required paperwork Attend Resident and Family Council meetings when requested Abide by nursing facility policies
CERTIFIED VOLUNTEER OMBUDSMAN Responsibilities Observe and Report to the Regional Ombudsman Help residents and families understand facility policies Refer complaints or problems received or observed to the Regional Ombudsman Ask for technical assistance from Regional Ombudsman Adhere to the confidentiality and code of ethics agreement at all times
CONTACT INFORMATION Charlotte Bishop, Office of the State Long Term Care Ombudsman 501-582-8952 501-508-8857 charlotte.bishop@dhs.arkansas.gov www.arombudsman.com