What Is a Healthcare Ombudsman? South Dakota Guide for Facilities
In 1972, Congress amended the Older Americans Act and established the national Long-Term Care (LTC) Ombudsman Program to help improve conditions across U.S. nursing homes. Under this program, each state must advocate for the rights of residents using a designated health ombudsman. South Dakota (SD) closely follows the objectives of the national program, offering services to guide older adults and residents through a number of LTC-related issues.
If you’re an LTC facility leader, you can work collaboratively with your local ombudsman to improve the quality of your care. In this article, we’ll walk you through what a South Dakota LTC ombudsman does and how to prepare for potential interactions with one.
What Is the South Dakota Ombudsman Program?
The South Dakota ombudsman program is a resident advocacy program that assists older adults receiving long-term care services. The program has one designated State Ombudsman who oversees and directs the office’s procedures, as well as several representatives who individually tend to the needs of residents in the following settings:
- Nursing homes
- Assisted living facilities
- Licensed adult foster care homes
- Community living homes
- Private pay board and care homes
- Homes registered through the Department of Health
What Does an Ombudsman Do?
In general, an ombudsman is defined as an impartial party that investigates and resolves complaints made by individuals against organizations. In South Dakota’s program, this involves complaints that residents, their friends or families, or any other concerned parties make about an LTC facility.
When the ombudsman receives a complaint, they’ll contact the resident and/or concerned party to discuss the reported issue. The ombudsman then conducts a confidential investigation at the respective facility and — if the issue is confirmed — they’ll work with the resident, providers, and administrators to find a fair resolution.
Beyond investigating and addressing complaints, there are many other duties carried out by the office of the ombudsman. South Dakota’s ombudsman representatives are also trained to:
- Empower residents to self-advocate and resolve concerns on their own.
- Educate residents about their rights in long-term care settings.
- Consult residents and family members when they have issues with services.
- Make recommendations to facilities for improving care quality.
- Collaborate with local agencies to improve state regulations and laws for residents.
- Work with providers to promote a culture that supports resident decision-making.
Who Can Seek Help From the South Dakota Ombudsman?
While the ombudsman office primarily works to advocate for the needs of LTC residents, anyone who has LTC-related questions or concerns can contact the state ombudsman office for guidance. These services are free of charge. Examples of individuals who may want to reach out to the ombudsman include:
- Family members who need help finding suitable LTC services for their loved one.
- Residents who believe they have been treated poorly or unfairly.
- Facility leaders or staff who have questions about federal regulations impacting care.
- Local policymakers who need help shaping regulations that improve LTC quality.
Who Is Your Ombudsman? South Dakota Contact Information
Individuals who would like to connect with the ombudsman can reach out to the office directly. The contact information for the South Dakota ombudsman office is outlined in the table below.
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|
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|---|---|
| SD Ombudsman | Donna Fischer |
| Phone Number | (833) 663-9673 |
| Mailing Address | Hillsview Plaza, 3800 E Hwy 34, c/o 500 E. Capitol Avenue, Pierre, SD 57501 |
| LTCO@state.sd.us | |
| Website | https://dhs.sd.gov/en/ltss/ombudsman-program |
Tips for Facilities Undergoing Investigations
If someone files a complaint about your facility, you may need to undergo an investigation. While this may feel like a stressful situation, keep in mind that the ombudsman’s goal is to find a solution that works for both you and your residents. Here are three tips to help the investigation go as quickly and smoothly as possible:
- Be transparent. Your ombudsman will need to consult you and your staff to get more clarity about the situation at hand. Provide all necessary information that your ombudsman requests and be as honest and open as possible.
- Engage in the discussion. Collaborate with your ombudsman in a respectful manner and discuss ways to address the issue. By actively engaging in the resolution process, you can help your ombudsman fix the issue in a feasible way.
- Take steps to improve. If the ombudsman offers advice on how to improve your operations, act on it accordingly. You can always reach out to your ombudsman after the investigation is over to continuously improve regulatory compliance and care.
Learn More Ways to Improve Quality of Care
Looking for practical ways to act on the advice of your ombudsman? South Dakota facility leaders can learn new insights through IntelyCare. Our free newsletter offers dozens of expert-written tips to help you optimize patient care at your facility and improve quality of care.