What Is a Healthcare Ombudsman? Ohio Guide for Facilities

An ombudsman, sometimes referred to as an ombuds or ombudsperson, is a neutral party who helps resolve issues within an organization. They meet with individuals or groups to help settle conflicts and address concerns. Ombudspeople facilitate issues in a number of settings, from universities to healthcare organizations.

In the long-term care (LTC) setting, it can be especially effective to work with an ombudsman. Ohio LTC residents receive quarterly visits where issues can be identified and resolved. When residents feel seen and heard, it improves their experience — and boosts resident satisfaction. In this guide, we’ll explain the role of an ombudsman and provide tips for Ohio facilities looking to prepare for ombudsman site visits.

What Is the Ohio Ombudsman Program?

The Ohio Long-Term Care Ombudsman Program is mandated by the Older Americans Act and coordinated by the Ohio Department of Aging. The program is designed to provide a consumer voice to care recipients and their families in:

• Long-term care facilities
• Nursing homes
• Adult care homes
• Home health

The goal of the program is to improve the quality of life for long-term care recipients by investigating and resolving care complaints. Ombudsmen do this by visiting with residents to identify any care concerns. They also conduct educational training for long-term care residents, staff, and communities on topics like:

• Ombudsman services
• Resident rights
• Elder abuse
• Neglect and exploitation
• Long-term care facility options

What Does an Ohio State Ombudsman Do?

The term ombudsman comes from the Swedish word for “representative of the people.” Ohio long-term care ombudsmen are patient advocates who operate independently from healthcare organizations. They represent vulnerable healthcare recipients who may not have the knowledge or ability to self-advocate.

Beyond investigating and responding to formal complaints, long-term care ombudsman staff and volunteers are also trained to:

• Act as a sounding board for concerns like food, nursing care, financial worries, or environmental issues
• Provide education about nursing home residents’ rights, such as being free from neglect, discrimination, restraints, and improper discharge.
• Help families make informed decisions about long-term care placement by providing them with the tools and resources they need.
• Serve as an impartial intermediary between residents, families, and facility staff to resolve issues.
• Connect residents and families with agencies and resources to familiarize them with their options when legal advice is required.

Ombudsmen establish informal relationships with the individuals they serve. This means that they’re not expected to perform certain duties, such as the creation of policies, maintenance of records, or provision of legal advice. This important but informal role also means they don’t participate in formal investigations or take corrective action.

Who Does a Healthcare Ombudsman Work With?

As a long-term care facility leader, you may be wondering, Who is my local ombudsman? The state of Ohio has 11 regional ombudsman programs, which oversee facilities in their respective counties. The Area Agency on Aging District Seven, which administers the Regional Long-Term Care Ombudsman Program, specifies the different ombudspeople and the areas they serve.

The Centers for Medicare and Medicaid Services (CMS) requires skilled nursing facilities to post the names of state ombudsman programs for residents and families to see. By posting the following table of general Ohio healthcare ombudsman contact information, patients are empowered to reach out directly with any questions or concerns.

To foster a positive experience at your facility, collaboration needs to take place among all involved parties. When there’s a disconnect, it can lead to poor resident outcomes or dissatisfaction. CMS requires facilities to have grievance procedures for complaints. If an issue isn’t resolved by facility staff or leaders, residents or their families may involve an ombudsman.

It’s important to note that the ombudsman Ohio program is not intended to regulate care facilities — but its involvement may improve the experience for residents and staff. By de-escalating issues before they become unmanageable, ombudsmen can prevent minor concerns from becoming formal complaints.

Tips for Facilities Working With a State Ombudsman

It’s essential for healthcare staff to remain compliant during site visits from an ombudsman. Ohio representatives perform quarterly advocacy visits with residents and families in long-term care settings. With cooperation from all parties, patients are more likely to receive the dignity and respect they deserve.

1. Be Transparent and Honest

Your ombudsman representative is meant to help streamline resolution processes. Commit to being honest and provide all relevant information to better clarify issues and expedite the proper follow-up.

2. Work in Partnership

The ombudsman program isn’t designed to target and penalize facilities. Maintaining respectful communication and treating the representative as a partner can help identify and promote universally beneficial solutions.

3. Act on Suggestions

Ignoring a problem won’t make it go away. Act on advice and suggestions to improve regulatory compliance and optimize care outcomes. From Clermont to Cuyahoga County, ombudsman visits are often opportunities to assess for program reform and strengthen patient and nursing satisfaction.

Improve Patient and Staff Morale at Your Facility

By collaborating with an ombudsman, Ohio healthcare facilities can support their elderly residents and improve satisfaction scores. Continue your efforts to boost morale for patients and staff with the latest best-practice guidelines and expert-backed tips from IntelyCare.