What Is a Healthcare Ombudsman? Indiana Guide for Facilities
Healthcare leaders and staff in long-term care facilities have a responsibility to ensure residents have the best possible quality of life. Whether it means knowing how they take their coffee or their morning medications, the small details matter. When a resident feels overlooked or isn’t satisfied with their care, they can elicit the support of a healthcare ombudsman. Indiana takes a resident-directed approach when it comes to supporting individuals in long-term care, meaning that their personal preferences take precedence in care decisions.
In this article, we share how long-term care ombudsmen in Indiana support elders and can help improve resident satisfaction at your facility. Find out how to prepare staff for an ombudsman visit so you can maximize the benefits of their services.
What Is the Indiana Ombudsman Program?
The term ombudsman means “representative” or “proxy.” An ombudsman is a representative who serves as a neutral party to provide problem-solving and conflict-resolution services internally and externally at an organization. An ombudsman may advocate for individuals in a variety of settings, from corporate environments to government or healthcare institutions.
The Indiana state government established an ombudsman program that advocates for individuals receiving support from different state agencies. Representatives are trained to advocate for different groups of people, serving departments such as:
- The Department of Child Services — DCS Ombudsman Indiana
- The Department of Corrections — DOC Ombudsman
- The Bureau of Developmental Disabilities Services— Disabilities Ombudsman
- The Department of Education — DOE Ombudsman
- Licensed assisted living facilities and nursing homes — Long-Term Care Ombudsman Program
The Indiana Long-term Care Ombudsman program, comprised of staff and volunteer advocates who visit nursing homes and licensed assisted living facilities, protects residents’ rights according to federal and state law. By conducting in-person visits, an ombudsman establishes relationships with residents to understand how their living conditions affect their quality of life.
What Does an Indiana State Ombudsman Do?
A long-term care ombudsman is responsible for advocating for residents to ensure their rights are upheld, their concerns are addressed, and their well-being is protected. They often serve as a voice for those without the ability or knowledge of how to self-advocate. An ombudsman may help individuals by:
- Working with residents, families, and staff to settle disputes
- Investigating complaints in a care facility
- Educating elders about their rights
- Empowering residents to self-advocate and assert their rights
- Assisting elders to navigate the healthcare system and understand the support or resources available
- Informing elders about their options for long-term care residence
- Going to involuntary discharge hearings with residents
- Helping establish family councils
Anyone with concerns about care in a long-term care facility can reach out to an ombudsman. Indiana community members and advocacy groups are encouraged to report issues impacting a resident’s health or safety. Residents, families, and staff at facilities may also reach out with complaints. An ombudsman does not participate in formal investigations or take corrective measures against facilities.
Who Does a Healthcare Ombudsman Work With?
Indiana residents and families concerned about care or conditions at a facility can file a complaint online or call the Indiana State Department of Health Complaint Line at (800) 246-8909. They may also directly contact a state ombudsman, who keeps all complaints anonymous and confidential.
A long-term care ombudsman works with elders and their families to resolve issues affecting their quality of life. This often involves interacting with nursing home staff and administrators to identify gaps in communication and areas for improvement. In cases of nursing home abuse or neglect, an ombudsman follows the appropriate reporting processes.
On a broader scale, an ombudsman also works with policymakers to correct systemic issues in long-term care facilities. Although they don’t create policies, ombudspeople advocate for policy development and regulations to improve conditions for residents.
Tips for Facilities Working With a State Ombudsman
Long-term care facility leaders are responsible for preparing staff for a potential visit from a state ombudsman. Indiana representatives may conduct visits proactively to establish relationships with residents or visit in response to complaints. In either scenario, it’s important to advise staff to be cooperative and compliant when interacting with an ombudsman. Long-term staff can be instrumental in helping advocates gather the necessary information for an investigation and prevent issues from escalating.
Nursing home staff are also encouraged to report concerns about short-staffing to the Indiana Long-Term Care Ombudsman Program. The program supports Dignity for All — an initiative to improve staffing in nursing homes — and encourages individuals to share their experiences working through short-staffing. The program seeks to improve conditions by determining the minimum staffing levels to provide quality care to seniors.
Find More Ways to Support Long-Term Care Residents
Residents in long-term care facilities can have a better quality of life with the support of an ombudsman. Indiana representatives are committed to ensuring resident rights are met — and that life in your facility is enjoyable. Learn more ways to improve resident satisfaction at your facility in IntelyCare’s free newsletter.