What Is a Healthcare Ombudsman? Oklahoma Guide for Facilities
Living in a long-term care (LTC) facility can be stressful for elderly individuals. They may lack the support systems necessary to ensure safe and appropriate treatment, leaving them feeling isolated and alone. Healthcare leaders can advocate for the needs of their patients by collaborating with a health ombudsman.
Oklahoma facilities that partner with these state representatives can optimize patient satisfaction and health outcomes. In this article, we’ll introduce you to the role of Oklahoma ombudsmen and provide tips for facilities looking to partner with these advocates to improve their quality of care.
What Is the Oklahoma Long-Term Care Ombudsman Program?
The federal Long-Term Care Ombudsman Program (part of the Older Americans Act) was created to improve standards at nursing homes and other residential care facilities across the U.S. Under this law, each state is required to establish their own ombudsman advocacy and oversight program to protect patients living in:
- Nursing homes
- Hospice centers
- Assisted living facilities
- Adult day care
- Residential care facilities
Employees and volunteers called health ombudsmen are deployed to LTC facilities to ensure that patients are treated with the dignity and respect they deserve. They collaborate with other Oklahoma Adult Protective Services (APS) team members to enhance quality of life and promote safety in facilities across the state.
What Is the Role of an Oklahoma Nursing Home Ombudsman?
For the elderly patients they serve, LTC centers often lack the comforts of home that residents desire. Ombudsmen get involved to help make these facilities safer and more comfortable. They don’t provide direct patient care, but are trained to:
- Assist with complaints like abuse, neglect, improper discharge planning, quality and choice of food, and poor medication distribution.
- Educate residents and family members on available health services and resources.
- Serve as a liaison for patients and their families to address grievances and identify possible solutions.
- Help patients and families choose a care facility that’s right for them.
- Provide information on legal rights and policy changes to patients and facilities, and suggest changes to governmental agencies when appropriate.
To ensure safe standards are met, ombudsmen complete annual assessments of every long-term care facility and visit after receiving formal complaints or concerns. The Oklahoma ombudsman, nursing home staff, and political representatives work as a team during and after these visits to lobby for healthcare reform.
Who Should Partner With an Ombudsman?
Health ombudsmen primarily serve patients; however, they also work with other community members looking to improve the health and welfare of Oklahoma residents. Here are a few examples of individuals who may address care concerns to their local ombudsman:
- Healthcare administrators looking for information on federal and state LTC regulations
- Local politicians helping senior citizens get access to social resources and high-quality care
- Family members who believe their loved one is receiving substandard care
- Care providers (nurses, medical assistants, therapists, etc.) who have inquiries about facility policies or standards
- Citizens who may be looking to get involved as paid or volunteer ombudsman representatives
How to Prepare for Visits From an Oklahoma Ombudsman
Oklahoma facility leaders may fear regulatory oversight and assume that involvement with ombudsman representatives will lead to punitive action. However, involving patient allies in care plan development should be encouraged as it helps staff provide the best care possible.
Preparing for state ombudsman visits can help LTC facilities improve patient satisfaction, health outcomes, and patient engagement. The following tips can help ensure a positive site visit and prevent small problems from becoming more significant in the future.
- Disseminate ombudsman information. LTC facilities should provide patient advocacy resources to patients and families. Displaying brochures and guides in common areas like the cafeteria or hallway can help familiarize them with ombudsman services.
- Encourage collaboration with ombudsmen. Help staff members understand that the state 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.
- Promptly address care concerns. If an ombudsman identifies an issue at your facility, it’s important to respond quickly — doing so builds trust between facilities and their patients.
Contacting Oklahoma Ombudsmen
Understanding the importance of patient advocacy is the first step to improving care quality, but how do facilities reach out for support? Oklahoma health ombudsman contact information is provided in the table below.
| Oklahoma Ombudsman Contact Information | |
|---|---|
| State Ombudsman Phone Number | (800) 211-2116 |
| State Ombudsman Mailing Address | P. O. Box 53159 Oklahoma City, OK 73152 |
| State Ombudsman Website | https://oklahoma.gov/okdhs/services/cap/ombudsman.html |
| State Ombudsman Email | ombudsman.intake.line@okdhs.org |
Encourage stakeholders to reach out to their ombudsman directly with questions and concerns. Doing so can create a sense of unity among healthcare administrators, care providers, and the residents they serve.
Discover More Ways to Advocate for Your Patients
By partnering with a health ombudsman, Oklahoma LTC facilities can improve regulatory compliance and ensure patient safety. Care improvement doesn’t have to stop here — our free newsletter offers more healthcare guidance and tips on keeping your patients healthy and happy.