OHIO OMBUDSMAN VOLUNTEERS contributed over 10,000 hours of service in 2024, visiting over 27,000 facility residents. The volunteers of the Long-Term-Care-Ombudsman program are critical in making excellent care attainable for the residents of longterm-care facilities.
Long-term-care facilities, whether nursing homes, assisted-living residences, or home health agencies, are meant to provide a safe, supportive, and dignified environment for individuals with varying levels of care needs. However, reality often falls short of these ideals. As long-termcare ombudsmen, our role is crucial in advocating for residents’ rights and ensuring they receive the quality of care they deserve. This requires not just identifying and resolving individual resident complaints, but also fostering a culture of excellence within the long-term-care system.
Expecting excellence in long-term care necessitates a multifaceted approach. First, it demands a thorough understanding of resident rights. These rights, enshrined in federal and state laws, encompass various aspects of care, including:
• The right to be free from abuse, neglect, and exploitation
• The right to privacy and dignity
• The right to make informed choices about their care
• The right to participate in their own care planning. Ombudsmen must be well-versed in these rights and able to effectively educate both residents and their families about them.
Second, proactive monitoring and advocacy are essential. Regular facility visits, both announced and unannounced, allow ombudsmen to observe the quality of care firsthand. This includes assessing the physical environment, observing resident-staff interactions, and reviewing resident records. Identifying systemic issues, such as understaffing, inadequate training, or inadequate quality of food, is crucial. Ombudsmen can then advocate for systemic change through various means, such as collaborating with regulatory agencies, engaging with facility administrators, and participating in policy development at the state and federal levels.
Furthermore, fostering strong relationships with residents, their families, and facility staff is paramount. Open communication channels allow ombudsmen to gather valuable information about resident concerns and identify potential problems early on. Building trust with residents and their families is crucial for effective advocacy. Similarly, establishing productive working relationships with facility staff can facilitate constructive dialogue and promote a collaborative approach to resolving issues.
However, expecting excellence in long-term care also requires a nuanced understanding of the challenges faced by the long-term-care industry. These challenges include factors such as staffing shortages, increasing resident acuity, and the complexities of reimbursement systems. While these factors cannot excuse substandard care, they must be acknowledged and addressed through systemic solutions. Ombudsmen can play a vital role in advocating for policies that support the long-term-care workforce, improve access to quality care, and ensure adequate funding for the system.
Expecting excellence in long-term care is not merely a lofty aspiration, but a fundamental responsibility. As ombudsmen, we are the voice of residents, ensuring their rights are protected and their needs are met. By proactively monitoring care, advocating for systemic change, and fostering strong relationships with all stakeholders, we can contribute significantly to improving the quality of life for individuals residing in longterm- care facilities. This requires a commitment to continuous learning, a dedication to resident advocacy, and a belief in the possibility of a long-termcare system that consistently provides compassionate, high-quality care.
The Long-Term-Care-Ombudsman staff and volunteers are eager to hear from you. To further discuss this topic, resident rights, quality of life, quality of care, or becoming a volunteer, please call us at 419-259-2891.
Rachel Hartshorn is a Certified Ombudsman Specialist, Volunteer Coordinator. ✲
