What Is a Healthcare Ombudsman? Oregon Guide for Facilities

In Oregon and throughout the U.S., vulnerable long-term care facility residents are at risk for neglect, abuse, and poor care quality. Healthcare staff typically work to minimize these risks, but oversight is needed to ensure that patients are given the respect and dignity they deserve.

This is why it’s important that facilities partner with their local healthcare ombudsman. Oregon state ombudsman representatives have developed a robust program to ensure that long-term care residents have the advocacy and support they need.

What is the purpose of the Oregon state ombudsman program, and how does it ensure high-quality care for its residents? Below, we review the role of an ombudsman, explain how they impact patient care, and demonstrate how partnering with an ombudsman can improve patient satisfaction scores at your facility.

What Is the Oregon Ombudsman Program?

The Long-Term Care Ombudsman Program (part of the Older Americans Act) was created to improve standards at nursing homes and similar facilities. Under this federal law, each state is required to have an advocacy and oversight program to assist older residents living in long-term care centers.

The Oregon Long-Term Care Ombudsman Program was established to protect patients receiving care in facilities like:

• Nursing homes
• Hospice centers
• Assisted living facilities
• Adult day care
• Board and care homes

State employees and volunteers called health ombudsmen ensure that each long-term care facility resident receives optimal care and respect. They collaborate with the Oregon Department of Human Services (DHS) to prioritize the needs of healthcare residents and ensure attentive medical treatment.

What Is the Role of a Long-Term Care Ombudsman?

Oregon ombudsmen focus on improving the quality of life of healthcare residents and helping them feel more at home in their facility. They don’t provide direct clinical care, but focus on addressing patient needs by:

• Educating residents and family members on available health services and resources.
• Providing information on legal rights and policy changes to patients and facilities.
• Addressing complaints made by long-term care residents and their family members and identifying possible solutions. Example complaints include neglect, abuse, improper discharge planning, and substandard food options.
• Advocating for change at the government level to improve care standards.

The residential facilities ombudsman, Oregon DHS representatives, and political representatives work as a team to lobby for healthcare reform and improve the welfare of individuals receiving care.

Who Is Your Ombudsman? Oregon Contact Information

Anyone who has questions or concerns about the state’s LTC services can reach out to the ombudsman office for help. The contact information for the office is listed in the table below.

5 Tips for Facilities Working With a State Ombudsman

Long-term care facility employees should note that ombudsman programs exist to optimize care quality and assist staff, not to punish team members or shut down facilities. The following five tips can help your team work beside state ombudsmen to ensure that patients receive the best care possible.

1. Prepare for Ombudsman Visits at Your Facility

To ensure safe standards are met, Oregon state ombudsmen complete annual assessments of every long-term care facility. They also visit facilities after receiving formal complaints or concerns.

It’s important to prepare your team for these visits to prevent further legal investigation and potential fines. Ensure safety standards and regulations are up to date and confirm that care is provided according to these criteria.

2. Train Healthcare Staff to Collaborate With Ombudsmen

Help your team members understand that the ombudsman program is designed to assist clinical staff in providing safer care to patients. Collaborating with a state representative can alleviate staffing burdens and ensure that CMS standards are met.

3. Involve all Stakeholders in the Service-Planning Process

Working collectively with patients, family members, facility staff, and your healthcare ombudsman can ensure preferences and needs are noted. When looking to redesign care elements like daily schedules and cafeteria menus, discuss potential options with all parties.

Helping your patients express their wishes at all stages in the service-planning process can help make ombudsman visits positive and productive. Plus, facilities with satisfied patients often have higher nurse retention and career satisfaction

4. Solicit Feedback From Resident and Family Care Councils

Request feedback from resident and family councils to highlight opportunities for change. Host council meetings in a communal setting within the care facility to create a sense of unity between residents, families, and care providers. Allowing key players to proactively share feedback and ideas for improvement helps prevent small problems from becoming more significant in the future.

5. Distribute Resources and Display the State Ombudsman Poster

Oregon long-term care facilities can provide resources for patients and families to help familiarize them with ombudsman services. This can be as simple as displaying informational posters in common areas like the cafeteria or hallway. Additionally, administrators can include the Oregon State Patient’s Bill of Rights in every resident’s admission folder or online portal.

Encourage patients, family members, and staff to contact their state representative with any questions or concerns they may have.

Discover More Tips to Improve Care and Ensure Regulatory Compliance

To improve safety and patient satisfaction, it’s important to collaborate with your state health ombudsman. Oregon healthcare facilities, along with employees across the nation, can discover more ways to improve the lives of patients and stay up to date on current healthcare policy with IntelyCare’s free newsletter.