What Is a Healthcare Ombudsman? Delaware Guide for Facilities

In Delaware and across the U.S., elderly residents living in long-term care facilities are at risk for neglect and abuse. Healthcare facilities strive to provide high-quality care, but oversight is needed to ensure that patients receive the respect and dignity they deserve.

Healthcare teams can enhance their patients’ quality of life by partnering with their state ombudsman. Delaware’s patient health advocates ensure that care strategies are safe and appropriate so residents can live happy and healthy lives. In this article, we review the role of health ombudsmen, explain how they advocate for patients, and provide tips for partnering with an ombudsman.

What Is the Delaware Ombudsman Program?

The federal Older Americans Act (OAA) was created to help elderly citizens access essential community support services. Older adults living in long-term care facilities often lack equal opportunities to these social services and are particularly vulnerable to neglect, abuse, and poor treatment.

The Long-Term Care Ombudsman Program (LTCOP), created under the OAA, protects elderly Americans living in healthcare facilities and ensures standards of care are met for all residents. The Delaware state ombudsman program is run by the Delaware Division of Social Services (DSS) and provides facility oversight for patients receiving care in:

• Assisted living facilities
• Specialty care centers
• Nursing homes
• Long-term rehabilitation facilities
• Hospice centers

Representatives called health ombudsmen advocate for the unique needs of each resident by investigating complaints and serving as mediators between staff and patients during care disputes. Ombudsmen primarily serve patients; however, they also partner with facilities to approve care guidelines and develop quality-improvement strategies for optimal care.

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

Delaware healthcare residents often feel isolated and alone, and may feel helpless if care requests aren’t properly answered. They may express their concerns to facility staff, but in the hustle and bustle of healthcare, complaints can be missed.

It’s important that facilities partner with state ombudsmen to address patient needs. While health ombudsmen don’t provide direct patient care, they represent and advocate for long-term care facility residents by:

• Serving as a liaison for patients and their families to address grievances like poor quality or choice of food and inappropriate discharge or eviction.
• Investigating care facility complaints like abuse, neglect, and exploitation, and developing solutions to improve treatments and services.
• Making site visits both on a routine basis and after a care complaint has been filed.
• Helping patients and their loved ones choose a care facility that meets the patient’s unique needs
• Educating patients and staff on legal policies, suggesting changes to regulatory agencies when appropriate
• Advocating for patient rights at the local, state, and federal levels
• Empowering staff members to build patient-centered care strategies and initiatives

Facility staff, Delaware DSS health ombudsmen, and political representatives work together to lobby for healthcare reform, develop evidence-based care strategies, and improve the welfare of facility residents.

Who Does a Delaware Health Ombudsman Work With?

Ombudsmen work with the following individuals to address care deficiencies:

• Healthcare residents and their families
• Healthcare clinical staff and administrators
• Community members who want to get more involved in advocating for patient rights
• Government personnel and agency representatives

It’s important that facilities incorporate patient advocates into their multidisciplinary teams to show that patient wants and needs are prioritized over cutting facility costs. By working with their state health ombudsman, Delaware facilities prevent small issues from becoming more significant in the future.

3 Tips for Facilities Working With a StateOmbudsman

Delaware facility leaders may find it challenging to find tangible and impactful ways to partner with ombudsmen. Here are three strategies to optimize involvement with these advocates and help your facility get the most out of each ombudsman site visit.

1. Increase Awareness of Delaware Health Ombudsmen Among Patients and Staff

Many healthcare employees fear involvement with oversight programs, and assume that reaching out to health ombudsmen will automatically lead to punitive action and legal questioning. Help your team members understand that the ombudsman program is designed to assist clinical staff in providing safer care to patients by:

• Referring patients and their families to the state ombudsman website and showing them how to submit a Delaware ombudsman complaint form.
• Distributing ombudsman resources and displaying program information in public places to increase familiarity with program services.
• Encouraging patients, family members, and staff to contact their state representative with any questions or concerns via the Delaware ombudsman phone number: (855) 773-1002.

By being open and honest about receiving feedback, your facility can strengthen company integrity and trust among all involved parties.

2. Involve all Stakeholders in the Service-Planning Process

When looking to redesign care elements like daily schedules and cafeteria menus, discuss potential options with patients and family members. Allowing key stakeholders to be involved in designing care strategies helps facilities proactively address care concerns before formal complaints are filed.

Ask residents and their families how they like to give and receive feedback, and tailor strategies to fit their preferences. Many organizations solicit feedback from key stakeholders by hosting family care feedback councils and sending emailed surveys.

Developing initiatives to improve patient satisfaction also boosts health outcomes and helps healthcare teams thrive. Facilities that prioritize patient wellness generally experience higher rates of employee satisfaction and nurse retention.

3. Prepare for Ombudsman Visits at Your Facility

Health ombudsmen make periodic site visits after receiving complaints by (or on behalf of) patients. They also complete annual assessments of every long-term care facility to ensure appropriate care is being given.

Confirm that safety standards and regulations meet federal and state requirements and that care is provided according to these criteria. Allow staff to reference care guidelines online and keep hard copies in administrative offices in the event of an ombudsman visit.

Facilities that are ready and enthusiastic to receive constructive feedback show that they prioritize providing compassion and kindness to patients in their care. By preparing for annual and periodic drop-ins by a Delaware ombudsman, nursing homes and other long-term care facilities can ensure visits are positive and productive.

Discover More Ways to Deliver Better Patient Care

It can be overwhelming to improve outcomes and satisfaction scores without the help of a patient advocate. By partnering with a state ombudsman, Delaware long-term care facilities can help ensure residents get the quality care they deserve. Our team of experts can provide you with even more free patient care tips and guides in our IntelyCare newsletter.