What Is a Healthcare Ombudsman? Alabama Guide for Facilities

Prioritizing patient safety has always been important for long-term care facilities. However, ensuring dignity and respect is equally important for modern healthcare leaders. Partnering with someone who can help advocate for these patients is key.

Long-term care facilities can improve patient satisfaction and quality of life by partnering with their local ombudsman. Alabama enlists staff and volunteers to ally with patients to optimize welfare and care quality in facilities across the state.

In this guide, we introduce the Alabama health ombudsman program, explain how these ombudsmen assist elderly healthcare residents, and provide tips on partnering with an Alabama ombudsman for nursing homes and healthcare staff.

Why Was the Alabama Ombudsman Program Created?

The federal Older Americans Act (OAA) was created to support the health and happiness of elderly citizens. Patients in nursing homes are particularly vulnerable to neglect, abuse, and poor treatment. The Long-Term Care Ombudsman Program (LTCOP), created under OAA law, protects older Americans living in healthcare facilities and ensures standards of care are met for all residents.

Each state is required to build their own team of ombudsman staff and volunteers to advocate for patients. In Alabama, these representatives protect patients receiving care in:

• Assisted living facilities
• Specialty care centers
• Nursing homes
• Long-term rehabilitation facilities
• Hospice centers

An ombudsman serves as a mediator between facility staff and the patients under their care. They work directly for the patient, prioritizing their needs and advocating for healthcare justice at the local, state, and federal levels.

What Is the Role of a Care Ombudsman?

Alabama healthcare residents often feel isolated and alone, and don’t know where to turn when they (or their family members) are unhappy with the treatment they receive. They may address concerns to their family or directly to facility staff, but complaints and needs can still be missed.

A healthcare ombudsman works to optimize care and address grievances so that patients can live their lives to the fullest. These ombudsmen don’t provide direct patient care, but instead perform duties like:

• Educating healthcare residents, their families, and care teams on the services and resources available to them.
• Assisting with complaints like abuse, neglect, improper discharge planning, quality and choice of food, and poor medication distribution.
• Serving as a liaison for patients and their families to address grievances and identify possible solutions.
• Providing information on legal rights and policy changes to patients and facilities, and suggesting changes to governmental agencies when appropriate.
• Advocating for change to improve each individual’s care.

By partnering with a state health ombudsman, Alabama long-term care facilities and residents can ensure patient welfare while improving employee satisfaction.

3 Tips for Facilities Partnering With an Alabama Health Ombudsman

Healthcare organizations often fear involvement with oversight agencies. Many facilities assume that collaborating with an ombudsman will lead to punitive action or company shutdown. Instead, healthcare staff can partner with ombudsman representatives to ensure that small problems don’t become more significant in the future.

What are some ways to work beside a state ombudsman to provide high-quality care? We provide the following three tips to help you get started.

1. Provide Education About the State of Alabama Ombudsman Program to Patients and Staff

Alabama healthcare facilities that provide resources for patients and families can help them understand state services available. Display ombudsman infographics and FAQ sheets in your facility’s common areas and include pamphlets on the program in every resident’s room.

Educational materials and contacts can help facility team members as much as they help patients. Encourage staff, patients, and family members to reach out to state representatives with any questions or concerns via the Alabama ombudsman phone number: (877) 425-2243.

2. Request Feedback From Patients and Families

Studies show that when patients, family, and staff members are involved in the care process, facilities have happier resident populations and better health outcomes. Allowing stakeholders to share opinions on current care strategies can help you proactively address care concerns and build a culture of safety at your facility.

You can solicit feedback by sending out emailed surveys to patients and their families or by hosting monthly feedback councils. Ask individuals at your facility how they like to give and receive feedback, and cater techniques to best fit their preferences.

3. Prepare for Annual Ombudsman Site Visits

Alabama state health ombudsmen are required to annually visit every long-term care facility. Additionally, they make visits to check on residents and staff after reported concerns and complaints. These assessments help ensure appropriate care is given and that safe standards are being met.

Review Alabama long-term care rules and regulations to verify that your facility is providing the best possible treatment. By helping your team prepare for these visits, you can help your facility avoid legal scrutiny and hefty fines.

Find More Ways to Support Your Long-Term Care Residents

By partnering with their state ombudsman, Alabama healthcare facilities can ensure that patients receive the care they need. Follow along in IntelyCare’s free newsletter for more evidence-based tips and guides on improving health outcomes and satisfaction scores at your facility.