What Is a Healthcare Ombudsman? Kansas Guide for Facilities

Established under the Older Americans Act, the Long-Term Care (LTC) Ombudsman Program is a federal initiative that aims to protect the rights of older adults residing in long-term care settings. Each state is required to regulate its own system in which LTC-related issues are investigated by a health ombudsman. Kansas in particular has expanded its services to tackle a variety of issues — from helping individuals find appropriate LTC services to answering Medicaid billing questions.

If you’re an LTC facility leader in Kansas, you may be wondering how to utilize the services of your local ombudsman office. We’ll provide an overview of the resources available and what you can expect when working with an ombudsman.

What Is the Kansas Ombudsman Program?

In Kansas, there are two distinct health ombudsman offices, each serving a different purpose. The Kansas Long-Term Care Ombudsman is the original office established under the Older Americans Act. This office primarily serves to advocate for and protect the rights of LTC residents. Alternatively, the KanCare Ombudsman is a newer office that resolves issues for individuals applying for or receiving Kansas Medicaid coverage. Both offices are overseen by the state’s Office of Public Advocates.

If you’re an LTC facility leader, you’ll most likely be working with the long-term care ombudsman. Kansas’s LTC ombudsman office trains both paid staff and volunteers on how to protect the safety, health, and welfare of residents across the following LTC settings:

• Nursing homes
• Assisted living facilities
• Board and care homes
• Home plus facilities
• Adult day care centers
• Residential healthcare facilities

What Does an LTC Ombudsman in Kansas Do?

An ombudsman is generally defined as someone who investigates and settles complaints made by individuals against organizations. When it comes to the Kansas ombudsman office, this specifically involves quality of life or care-related issues that residents have with their facilities. Beyond settling complaints, staff and volunteers in the LTC ombudsman office are trained to:

• Educate residents about their rights and how to uphold them.
• Provide information and support for resident and family councils.
• Help residents and families learn about long-term care services and find care centers.
• Push for change that improves local, state, and national laws impacting older adults.
• Help providers meet the needs and listen to the preferences of their residents.
• Provide guidance to LTC staff on how to uphold the rights of their residents.

Who Does an LTC Ombudsman Work With?

The Kansas LTC ombudsman office provides assistance to anyone who has questions or concerns about an LTC facility. This includes individuals in the community at large, residents, families or friends of residents, or staff and leaders of long-term care facilities. Here are a few specific examples of why you may want to contact your local ombudsman:

• You’re concerned about how a loved one is being treated in an LTC center.
• You’re seeking out new LTC services for a family member or friend.
• You’re a facility leader who needs help interpreting federal or state regulations.
• You’re a staff member who’s concerned about the way your LTC center is managed.
• You’re a government leader seeking advice on shaping rules and regulations

For those seeking help from an LTC ombudsman, Kansas residents can find the contact information for their regional center directly on the state ombudsman office’s website. Concerned parties can also submit a complaint using their online form.

Tips for Facilities Working With an LTC Ombudsman

If someone submits a complaint about your LTC facility, you’ll likely need to undergo an investigation by your regional ombudsman. While this can feel like a stressful situation, remember that this is an opportunity to work collaboratively with the ombudsman and improve the quality of your care. Follow these tips to help the investigation go as smoothly as possible:

• Be open and honest. Your ombudsman will ask you for any information that helps clarify the incident at hand. Be respectful, open, and communicative to help your ombudsman resolve the situation as quickly as possible.

• Work with your staff. Invite the input of any staff involved in the incident to get a more comprehensive picture of the situation. If an issue’s identified, educate your staff with the help of your ombudsman to improve the way your team delivers care.

• Take steps to improve. If your ombudsman makes any suggestions on how to improve your services, apply their advice accordingly to prevent similar issues from occurring. Even if you’re not undergoing an investigation, you can always reach out to your ombudsman for guidance.

Is Your Facility Compliant With Federal and State Laws?

Want to proactively improve your care services without undergoing an investigation by an ombudsman? Kansas facilities like yours don’t have to start from scratch. Our team of healthcare experts provides dozens of regulatory compliance tips and guides — all at no cost to you.