What Is a Healthcare Ombudsman? Iowa Guide for Facilities

In Iowa and across the U.S., healthcare staff can help protect the rights of elderly patients by partnering with their local health ombudsman. Iowa facility leaders have the opportunity to collaborate with ombudsmen to address patient care complaints, educate healthcare employees, and advocate for patients and their families at the governmental level. This partnership can be especially beneficial for residents with limited resources and contacts.

If you’re a facility leader, you may be wondering how best to work with an ombudsman. This guide will give you an overview of Iowa’s program and explain the duties of the state ombudsman and program assistants. You’ll find all the contact information you need for reaching your local representative, followed by practical tips for working alongside these advocates to improve resident satisfaction at your facility.

What Is the Iowa Ombudsman Program?

Elderly patients often lack the support systems necessary for ensuring safe and compassionate care. In the state of Iowa, ombudsmen are state representatives who provide oversight in long-term care (LTC) facilities and advocate for the needs of each resident. They may serve patients in facilities such as:

• Nursing homes
• Hospice centers
• Assisted living facilities
• Adult day care
• Elder group homes

The Iowa Long-Term Care Ombudsman Program operates within the Iowa Department on Aging and focuses on protecting the health, safety, welfare, and rights of residents in long-term care homes.

What Is the Role of a State Ombudsman?

Iowa’s health ombudsmen primarily work to investigate care complaints made by residents and their families. In addressing these grievances, they assess for instances of abuse, neglect, and exploitation in facilities across the state of Iowa.

Ombudsmen function as patient allies but also partner with healthcare staff, government agencies, and family care councils to optimize medical treatments and improve patient safety.

What Does the State Ombudsman Do for LTC Residents?

The state ombudsman works in conjunction with assistants, regional representatives, and volunteers to provide the following services to patients and healthcare staff:

• Serving as a liaison for patients and their families to address grievances like poor quality or choice of food and inappropriate discharge or eviction
• Making site visits routinely and after a care complaint has been filed to develop solutions for improving treatments and services
• Educating patients and staff on legal policies and suggesting changes to regulatory agencies when appropriate
• Helping patients and their loved ones choose a care facility that offers a suitable level of assistance that meets the patient’s unique needs
• Advocating for patient rights before the Iowa Attorney General and members of the Iowa Legislature
• Encouraging community involvement in care coordination by promoting volunteer opportunities
• Building a culture of patient-centered care in long-term care facilities

Ombudsmen don’t provide direct patient care, but represent healthcare residents who may feel their care concerns aren’t seen or heard. Their efforts promote dignity and respect for elderly patients and improve overall wellbeing in facilities across the state.

Who Is Your Ombudsman? Iowa Contact Information

Iowa’s Office of the State Long-Term Care Ombudsman (OSLTCO) can be contacted with questions or concerns. Complaints can be submitted directly via the office’s contact form, or to the ombudsman responsible for your region. For more general inquiries, you can use the contact information listed below.

3 Tips for Facilities Working With an Iowa Ombudsman

Long-term care facility administrators strive to provide a warm and home-like environment for residents, but oversight is needed to ensure treatments meet national and state safety standards.

Partnering with state health ombudsmen can improve regulatory compliance and ensure the focused attention and respect patients deserve. Here are three tips to help you get started:

1. Remember That Ombudsmen Want Your Facility to Succeed

Healthcare organizations often fear involvement with oversight agencies and assume that collaborating with an ombudsman will lead to employee reprimand or punitive action. Keep in mind that the Iowa health ombudsman program was designed to help your facility, along with the residents you serve.

Collaboration with a health ombudsman can help alleviate staff workload by:

• Educating clinicians and administrators working in your facility.
• Providing healthcare and legal resources to current and future residents.
• Resolving a resident’s complaint prior to the filing of a formal grievance.

By partnering with their local ombudsman, Iowa facility leaders and staff can help decrease staff burdens and ensure that small care problems don’t become more significant in the future.

2. Solicit Feedback From Resident and Family Care Councils

Look for care strategy suggestions from resident and family councils to highlight areas of potential improvement. Hosting council meetings for key players like patients, their family members, and facility staff can help uncover care concernsbefore they are expressed with frustration to an ombudsman, meaning regular visits can be more positive.

Some individuals may prefer to provide responses anonymously; monthly survey and scorecard distribution can help organizations obtain feedback from these stakeholders. Additionally, you can encourage patients, family members, and healthcare staff to contact their state representative with any questions or concerns.

3. Be Open to Receiving Constructive Feedback on Care Quality

After an ombudsman visits your facility, meet with your team to discuss care concerns and develop methods for improvement. Listening to ombudsman advice and addressing concerns promptly can help save your facility time and money by avoiding the stress of legal investigation.

Find More Ways to Advocate for Safe Patient Care at Your Facility

In addition to collaborating with a local ombudsman, Iowa facility leaders have many opportunities for building on existing strategies to make life better for residents. Get valuable healthcare leadership insights on topics like quality improvement, staffing, and more.