What Is a Healthcare Ombudsman? Arkansas Guide for Facilities

Long-term care facilities have a dual responsibility to residents: To create a home-like environment and to deliver healthcare services. When a resident doesn’t feel their needs are being met — physical, emotional, or otherwise — they have the right to speak to an ombudsman. Arkansas volunteers are listeners and advocates for residents, helping them get the support they need.

If you operate a long-term care facility in Arkansas, it’s important to know which services are available to your residents. We cover what an ombudsman does and how to prepare staff for a potential visit.

What Is the Arkansas Ombudsman Program?

As part of the Older Americans Act (OAA), the Long-Term Care Ombudsman Program (LTCOP) is a national program that seeks to protect elders. It allows each state to establish an ombudsman program to train representatives who can advocate for residents in long-term care facilities. By spending one-on-one time with residents, an ombudsman helps settle issues affecting their health, safety, and well-being.

The Arkansas Department of Health and Human Services administers the Arkansas Long-term Care Ombudsman Program. The program ensures elder Arkansans live full, quality lives away from their homes. You can locate your local representative and each Arkansas ombudsman phone number on the Arkansas LTCOP website.

What Does an Arkansas State Ombudsman Do?

If a resident has a complaint about an issue affecting their quality of life, they can reach out to a state ombudsman. Arkansas representatives investigate claims and take the appropriate steps to improve individual situations. This often involves interviewing staff and observing conditions at a long-term care facility. If there’s a dispute between a resident and a staff member, the ombudsman serves as a liaison to resolve the issue.

An ombudsman’s primary duty is to advocate for elders to ensure their resident rights are protected. They do this by educating elders about their rights and empowering them to self-advocate in the care setting. Facilities in Arkansas follow the resident rights described in the Nursing Home Reform Act, which include:

• Right to a dignified existence. Being treated with respect and dignity, getting quality care, and being free from abuse and neglect
• Rights during discharge and transfer. Having reasonable notice (at least 30 days) for a discharge or transfer from a facility, and having somewhere to return after a hospitalization
• Right to self-determination. The right to choose healthcare providers and refuse or discontinue treatment
• Right to be fully informed. The right to access information about individualized care plans, new roommates, state survey reports, and other details affecting quality of lif
• Right of access. The right to access people outside of the facility such as family members or groups and to refuse visitors
• Rights regarding financial affairs. Being able to manage personal affairs and learn more about financial support services
• Right to privacy. Accessing health information and maintaining privacy regarding financial and personal affairs

Who Does a Healthcare Ombudsman Work With?

Any national, state, or local representative may serve as an ombudsman. Arkansas programs allow representatives to visit facilities to build relationships with elders and investigate issues as they arise. Examples of individuals who may contact an ombudsman include:

• Residents or families at long-term care facilities
• Elders seeking a long-term care facility for residence
• Staff or administrators with concerns about conditions at a facility
• Advocacy groups interested in improving elder rights

At a healthcare facility, an ombudsman may speak to residents, families, and staff to resolve issues. Outside of the healthcare facility, ombudspeople coordinate with representatives from national programs to stay informed on the latest federal and state elder laws.

Tips for Facilities Working With a State Ombudsman

An ombudsman may visit residents of nursing homes, assisted living facilities, and other residential care communities. Healthcare leaders in these facilities are responsible for educating staff about ombudsman programs and what to expect at a visit. Below are a few tips to prepare staff for a potential visit:

• Allow ombudsmen into the building. The resident’s right to see an ombudsman may supersede a facility’s visiting policies, according to CMS visitation guidelines. Check with your state regulations before denying visitors entry.
• Be cooperative. Collaborate with ombudspeople as they investigate complaints. Allow them to see the environment and speak with residents as requested.
• Maintain confidentiality. Protect residents’ privacy when discussing personal information, with the understanding that all ombudsman investigations are confidential.
• Remember a visit isn’t punitive. Inform staff that while an ombudsman may evaluate the environment and living conditions in a facility, the purpose of the visit is to find a resolution. Unlike a state survey agency, ombudspeople can’t issue citations for failure to meet certain conditions.

Find More Ways to Support Long-Term Care Residents

An effective way to support residents at your long-term care facility is to work alongside your local ombudsman. Arkansas volunteers are committed to finding solutions to make your residents’ lives happy and meaningful. Find more ways to support residents at your facility in IntelyCare’s free newsletter.