What Is a Healthcare Ombudsman? Iowa Guide for Facilities

In 1972, the federal Long-Term Care Ombudsman Program (LTCOP) was created to combat abuse, neglect, and poor care quality in long-term care facilities. Since then, all 50 states have created their own ombudsman programs to amend care deficiencies for their citizens.

In Iowa and across the U.S., healthcare staff can help protect the rights of elderly patients by partnering with their local health ombudsman. Iowa facilities can collaborate with ombudsmen to address patient care complaints, educate healthcare employees, and advocate for patients and their families at the governmental level.

In this guide, we provide an overview on the history of the Iowa health ombudsman program, explain the duties of a state ombudsman, and give tips for facilities looking to partner with these advocates to improve patient outcomes in their organization.

What Is the Iowa Ombudsman Program?

Elderly patients often lack the support systems necessary for ensuring safe and compassionate care. Iowa state representatives called health ombudsmen provide oversight in long-term healthcare facilities and advocate for the needs of each resident. They serve the patients in long-term care facilities such as:

• Nursing homes
• Hospice centers
• Assisted living facilities
• Adult day care
• Elder group homes

The Iowa Long-Term Care Ombudsman Program operates within the Iowa Department on Aging and focuses on protecting the health, safety, welfare, and rights of residents in long-term care homes.

What Is the Role of a State Ombudsman?

Iowa health ombudsmen primarily work to investigate care complaints made by residents and their families. In addressing these grievances, they assess for instances of abuse, neglect, and exploitation in facilities across the state.

Ombudsmen function as patient allies but also partner with healthcare staff, government agencies, and family care councils to optimize medical treatments and improve patient safety. They provide the following services to patients and healthcare staff:

• Serving as a liaison for patients and their families to address grievances like poor quality or choice of food and inappropriate discharge or eviction
• Making site visits routinely and after a care complaint has been filed to develop solutions for improving treatments and services
• Educating patients and staff on legal policies and suggesting changes to regulatory agencies when appropriate
• Helping patients and their loved ones choose a care facility that offers a suitable level of assistance that meets the patient’s unique needs
• Advocating for patient rights before the Iowa Attorney General and members of the Iowa Legislature
• Encouraging community involvement in care coordination by promoting volunteer opportunities
• Building a culture of patient-centered care in long-term care facilities

Ombudsmen don’t provide direct patient care, but represent healthcare residents who may feel their care concerns aren’t seen or heard. Their efforts promote dignity and respect for elderly patients and improve overall wellbeing in facilities across the state.

3 Tips for Facilities Working With an Iowa Ombudsman

Long-term care facility administrators strive to provide a warm and home-like environment for these individuals, but oversight is needed to ensure treatments meet national and state safety standards.

Partnering with state health ombudsmen can improve regulatory compliance and ensure the focused attention and respect patients deserve. Here are three tips to help you get started:

1. Remember That Ombudsmen Want Your Facility to Succeed

Healthcare organizations often fear involvement with oversight agencies and assume that collaborating with an ombudsman will lead to employee reprimand or punitive action.

Keep in mind that the Iowa health ombudsman program was designed to help your facility, along with the residents you serve. Collaboration with a health ombudsman can help alleviate staff workload by:

• Educating clinicians and administrators working in your facility
• Providing healthcare and legal resources to current and future residents
• Resolving a resident’s complaint prior to the filing of a formal grievance

By partnering with their local ombudsman, Iowa facility leaders and staff can help decrease staff burdens and ensure that small care problems don’t become more significant in the future.

2. Solicit Feedback From Resident and Family Care Councils

Look for care strategy suggestions from resident and family councils to highlight areas of potential improvement. Hosting council meetings for key players like patients, their family members, and facility staff can help uncover care concerns not previously addressed.

Some individuals may prefer to provide responses anonymously; monthly survey and scorecard distribution can help organizations obtain feedback from these stakeholders. Additionally, you can encourage patients, family members, and healthcare staff to contact their state representative with any questions or concerns via the Iowa health ombudsman phone number: (515) 725-3313.

3. Be Open to Receiving Constructive Feedback on Care Quality

After an ombudsman visits your facility, meet with your team to discuss care concerns and develop methods for improvement. Listening to ombudsman advice and addressing concerns promptly can help save your facility time and money by avoiding the stress of legal investigation.

Find More Ways to Advocate for Safe Patient Care at Your Facility

It can be overwhelming to improve outcomes and satisfaction scores without the help of a state health ombudsman. Iowa long-term care organizations can plan and partner with these patient advocates to discover new ways to provide safe and effective care. Stay informed with IntelyCare’s free newsletter as we highlight evidence-based techniques for improving healthcare across the nation.