New ombudsman

ktwlpn, LPN · Sep 28, 2003

Originally posted by maxtardiveau
I am just completing my training as a LTC ombudsman (I'm a volunteer).

First, let me tell you all that I am humbled by what I have seen so far. LTC staff are amazing people, may you all live long and prosper.

You probably know what an ombudsman is, but if you don't, it's a federally mandated program that provides advocates (mostly volunteers in my county) for LTC residents. We receive complaints and investigate them, and we visit facilities regularly (like weekly) to see if everything is OK. We have no enforcement power. Our role is to act as advocates and mediators.

Many of you have been doing this for a long time. What do you recommend I look for? My job is to be an advocate for the residents. How can I do that in the most effective manner? Are there certain things that you see that should be checked and maybe reported?

Also, have you ever had any interaction with an ombudsman? What is positive or negative?

Your input is much appreciated.

-- Max

MY facility has a big pain control issue-look at the residents and see if they appear comfortable...

Long Term Care Columnist / Guide · Sep 28, 2003

Please be open-minded toward facility staff members.........they are NOT always "the bad guys"! I've dealt with far too many ombudsmen who skulked around facilities with their note pads and pens, and interrogated the staff like cops gathering evidence to convict someone of a crime. I know your job is to advocate for the residents, but be aware that not all of them tell the truth all the time, and not all nursing home employees are liars!

caffine addict · Sep 29, 2003

Good luck to you in your new role. I sounds like a very rewarding job. We deal with Ombudsman in our LTC facility all the time. They have been really good experiences and have given us lots of usefull advice. They also help to remind us of things we may have forgotten, like a follow-up consult or an important lab. I agree with Mjlrn, be carefull though, not all satff are the bad guys. Meet with the Administrator and the DON frequently and let them know what you see, you would be suprised at their eagerness to learn.:)

Rnltc · Oct 6, 2003

My hat is off to you. I have been in LTC for over 20 years. I remeber when OBRA started. I have worked with several Ombudsman in several states. I have worked in a few states and never seen one in a facility.

My advise to you is to truly talk with the staff. Interact with them. There are so few people that will really listen and ask how can I help you. It has always been my practice being an DNS for the past 15+ years is "If my staff is happy and feel appreciated and are listened too then they will take excellent care of the residents. That has yet to fail me. Except when interviewing a few times for a DNS oisition.

When asked what is my number one prioty and I say this would be two equal areas one the staff and the residents together. I didn't get the job as I didn't just automaticly say the residents.

If there is problems with the staff then you have problems with the residents care!

In this day and age it just shocks me that in most states you can go and flip hambergers with no requiment of training from the gov. for the same amount or more money than you can for talking care of our Nations historians. Think about this when you are making your rounds. Please.

When someone is flipping hambergures there is no threat of a diease or being hit kicked bitten or foundled. You do not have people who spit on you. You do not have to play in poop and urine. You do not have 25 cheifs running around telling you to be in five places at one time.

You do not have goverment inspectors coming in and judgeing you on something that happened 6 months ago. Or telling you that you didn't cross all your T's. These people do not really look at the residents and see if they are happy, clean, well groomed.

When I think about being a resident in a nursing home and their life is taken over because of all the budget cuts and control of the goverment it is sad. No wonder they are so vocal, but there is not enough staff to give they care they should have. It is the end of their life.

Listen to the residents and read between the lines. I wish there would be some one to help the residents with the losses they go through. There just isn;t enough time in our jobs with all the paper work the goverment has mandated to really sit and listen to work with them through their losses.

To work with the loved ones and help them to understand that we truly do all that we can do and most of the time more than that. What do you do one there are 4 call lights on and only YOU? who comes first. The money which comes on from the goverment does not allow for one on one care. It is more like a 15 to 1.

I hope this helps. I would be willing to help you in anyway that I can. Good Luck and enjoy the wounderful job you have taken. It can only be what you make it be

rn 2b lnc · Oct 10, 2003

Originally posted by maxtardiveau
... have you ever had any interaction with an ombudsman? What is positive or negative?

Your input is much appreciated.

-- Max

All I can suggest is to keep in mind what you've seen up to now... and please smile! Over the years, the announcement that "the ombudsman is here" struck the same terror in the hearts of the staff as the state, or corporate.

I've had quite a few negative interactions. However, one notorious woman actually became much nicer and less critical after my DON left and I took over interim. I had called her the day I took the position, and she said no-one had ever done that. To me, it seemed the logical thing to do. Apparently, she and the previous DON were in conflict, and she was also at odds with the administration at the facility where I knew her before. These things I was not aware of. I don't know how you'll respond to bull-headed, tight-lipped DONs and NHAs who treat you like an intruder, but please remember the staff reads your face to get clues about you.

And, by volunteer, you mean you do this gratis?? :kiss The residents and family do need you.

maxtardiveau · Oct 10, 2003

Thank you all for your advice and encouragements. I really appreciate it, and I will take it with me as I get started.

And, to answer the last question, yes, I am doing this pro bono.

-- Max