What Is a Healthcare Ombudsman? Florida Guide for Facilities

Florida, the retirement capital of the U.S., is home to 21% of the nation’s elderly population. With a steady influx of older adults — and plenty of residential facilities to choose from — how can your long-term care facility stand out as the best place for a retiree to spend their golden years? You can start by collaborating with members of the Long-Term Care Ombudsman Program (LTCOP) to help each individual feel safe and supported.

The Florida LTCOP serves long-term care facility residents through the use of an advocate called a health ombudsman. Florida ombudsman staff and volunteers visit residents to provide support and identify ways to improve their quality of life.

In this article, we outline the duties of ombudsmen, show individuals how to reach out to their state representative, and describe how facilities can work with ombudsmen to bring positive reviews to their organization.

What Is the Florida Ombudsman Program?

The LTCOP of Florida, directed by the Department of Elder Affairs, contains 13 district offices across the state. The program consists of volunteers and district managers who oversee each ombudsman. Florida citizens seeking to improve the quality of life for long-term care residents may volunteer for the role. Ombudsmen advocate for residents in nursing homes, assisted living facilities, hospice centers, and adult family care homes.

The purpose of the program is to protect residents’ rights and ensure they get fair treatment and care. Since the state’s LTCOP is a confidential and unbiased service, an ombudsman must have no affiliation with a facility to be eligible to serve as a patient advocate. This includes being employed by or having a loved one living in their assigned facility.

What Does a Florida Ombudsman Do?

Any concerned resident, relative, or staff member at a long-term care facility can contact an ombudsman. Florida law authorizes representatives to identify, investigate, and resolve complaints. The services are always free and confidential.

Florida ombudsmen prevent or identify problems proactively by:

• Teaching residents and families about resident rights.
• Informing the public about issues with facilities.
• Facilitating family councils.
• Lobbying for legislation that supports seniors.

They may handle issues in a residential care facility reactively by:

• Surveying facilities and identifying issues.
• Investigating complaints made by or on behalf of patients.
• Resolving disputes between facilities and patients.
• Connecting residents with financial, social, or legal support.

There are many responsibilities associated with the role of Florida ombudsman — resident rights education chief among them — but an ombudsman does not give official legal advice. However, they are able to connect residents or their families with legal professionals when necessary.

Who Does a Healthcare Ombudsman Work With?

An ombudsman primarily works with residents in long-term care facilities. They may also meet privately with family members or staff to investigate complaints. When working with residents, an ombudsperson identifies issues affecting their quality of life. Some solutions may involve a simple change, like moving to a different dining table at mealtime. However, an ombudsman may also identify serious cases of neglect or abuse, which they’re trained and certified to handle from a neutral standpoint.

Outside of the care setting, an ombudsman collaborates with other volunteers, program managers, and council members to keep the programs operating smoothly. They’re also spokespeople in the community, providing public education about residents’ rights in long-term care facilities.

How Can I Contact a State Ombudsman?

When working with regulatory agencies, transparency can help everyone feel part of the same team. Employees, patients, and their family members should be encouraged to reach out to their state ombudsman with any questions or concerns. The following ombudsman Florida phone number, email, mailing address, and website information should be publicly posted for easy reference:

How to Work With a Florida State Ombudsman: 3 Tips for Facilities

An expression of dissatisfaction is not only damaging to a healthcare facility’s reputation, it can also lead to CMS fines — a costly and preventable expense for facilities. Ombudsman programs can often resolve a resident’s complaint before they file a formal grievance. According to one report, the Florida Ombudsman Program saved the state $1,341,387 in one year alone.

Utilize your ombudsman to improve satisfaction scores and avoid the expense of an undiscovered complaint with the help of these tips.

1. Prepare for Visits

While they’re not the same as state accreditation surveys, facilities should be prepared for these informal visits in case an ombudsman identifies a safety issue. Facility leaders can prepare for a visit by:

• Ensuring safety standards are up-to-date in accordance with CMS laws and regulations.
• Providing resources — like thisFlorida ombudsman brochure — about the ombudsman program to facilitate early identification of issues and streamline communication between the ombudsman and residents. Reporting any instances of elder abuse, neglect, or exploitation to the Florida Abuse Hotline, an affiliate of the Department of Elder Affairs.

2. Work Together

It’s important for facilities leaders to remember that they have an ally in an ombudsman. Florida volunteers in the program are there to make the experience better for residents and improve resource allocation, lightening the load of direct care staff, who may already be experiencing heavy workloads and caregiver burnout. Foster cooperation by:

• Approaching the ombudsman as a team member
• Facilitating meetings with residents, ensuring any barriers to communication or interviews are assessed and managed.

3. Address Feedback

Part of an ombudsman’s role is to perform annual assessments at residential care facilities. Takeaways aren’t simply ombudsman complaints. Florida facilities can help avoid an investigation or manage its outcomes by:

• Actioning the ombudsman suggestions and incorporating their feedback into ongoing quality improvement measures.
• Maintaining contact with the ombudsman after the investigation to continuously improve regulatory compliance and care.

Take Additional Steps to Ensure Regulatory Compliance

By welcoming the support of an ombudsman, Florida healthcare organizations can better facilitate compliance. Avoid the need for an official ombudsman investigation with IntelyCare’s timely strategies and guides for navigating changing regulations and best practice advisories.