What Is a Healthcare Ombudsman? Vermont Guide for Facilities
More than 2.5 million Americans over the age of 65 live in a residential healthcare facility. These centers were established to help residents live robust and happy lives, but sometimes facilities can fall short of providing the care these elderly individuals deserve. Without oversight programs in place, patients are at an increased risk for abuse, isolation, and neglect.
Facility leaders can combat these risks by partnering with a long-term care ombudsman. Vermont representatives advocate for patient needs and ensure high-quality care for elderly residents. In this article, we outline the services offered by the Vermont ombudsman office and provide tips for healthcare staff looking to partner with these advocates and optimize patient outcomes.
What Is the Vermont Long-Term Care Ombudsman Program?
The Older Americans Act (OAA) was established to protect older Americans and help them stay as healthy and independent as possible. The program ensures equal access to essential community resources like public transportation, healthy food options, and high-quality healthcare for individuals 60 and older.
The federal Long-Term Care Ombudsman Program (LTCOP) was created as part of the OAA to protect elderly individuals living in healthcare facilities like:
- Nursing homes
- Hospice centers
- Assisted living facilities
- Adult day care
- Board and care homes
The LTCOP mandates that each state build an advocacy and oversight program to ensure care standards are met. Vermont’s ombudsman program works in conjunction with Vermont Legal Aid to promote the health, safety, and welfare of residents and ensure they get respect and dignity at every stage of their care journey.
What Is the Role of a Vermont Healthcare Ombudsman?
Vermont employees and volunteers work as ombudsmen to improve the quality of life for individuals who may otherwise feel unseen and alone. They aren’t clinical care providers, but instead advocate and empower patients by:
- Assisting with complaints like abuse, neglect, improper discharge planning, quality and choice of food, and poor medication distribution.
- Educating healthcare residents, their families, and care teams about the services and resources available to them.
- Providing information about legal rights and policy changes to patients and facilities, suggesting changes to government agencies when appropriate.
- Serving as a liaison for patients and their families to address grievances and identify possible solutions.
- Helping patients and their families choose a healthcare facility that meets their needs.
- Advocating for change at the government level to improve each individual’s care.
The care ombudsman, Vermont Department of Health, political representatives, and medical providers work as a team to protect patient rights and advocate for healthcare reform. These interagency partnerships promote trust between facilities and the patients they serve, helping residents live their lives to the fullest.
How Can Facilities Prepare for Visits With a Health Ombudsman?
Vermont healthcare employees may fear involvement with ombudsman representatives and falsely assume that the state oversight agency exists to reprimand employees and shut down care facilities. It’s important to remember that although these advocates primarily serve patients, they also assist staff members to help optimize care quality.
How can your facility prepare for ombudsman visits? Here are three tips to get your team started.
1. Provide Staff Training on the Vermont Ombudsman Program
Vermont ombudsmen complete annual assessments of every residential care facility to ensure safe standards are met. They also make supplemental visits after receiving formal complaints or concerns from patients, family members, or facility staff.
Preparing your employees for these visits can help your organization avoid adverse outcomes. Here are a few tips to get your team ready:
- Develop a staff training module to review the role of the health ombudsman.
- Display ombudsman infographics and FAQ sheets in your facility’s common areas.
- Ensure safety standards and regulations are up to date and confirm that care is provided according to these criteria.
2. Solicit Patient Experience Feedback to Optimize Care Quality
Providing high quality care starts with patient engagement. Allowing patients, family members, and healthcare providers to share opinions on current care strategies can help you proactively address care concerns and boost patient satisfaction.
Start by asking stakeholders how they like to give and receive feedback, and cater techniques to best fit their preferences. Example strategies include hosting monthly patient and family council meetings, emailing care surveys, and installing anonymous suggestion boxes. A willingness to hear about concerns and address them in a public setting demonstrates that your facility prioritizes improving care over cutting costs.
3. Distribute Vermont Ombudsman Contact Information
When partnering with state oversight agencies, transparency is key to establishing trust. Empowering patients, family members, and healthcare staff to reach out directly to the state ombudsman office with questions or concerns can build a sense of unity.
The following ombudsman (Vermont) phone number, mailing address, and website details should be publicly posted for easy reference:
| Vermont Ombudsman Contact Information | |
|---|---|
| State Ombudsman Phone Number | (800) 889-2047 |
| State Ombudsman Mailing Address: | 264 North Winooski Avenue
Burlington, VT 05401 |
| State Ombudsman Website: | https://www.vtlegalaid.org/vermont-long-term-care- ombudsman-project |
Help Your Team Deliver the Best Care and Stay Compliant
By partnering with a state ombudsman, Vermont facility leaders can ensure their patients are receiving the best care possible. If you’re looking for more ways to keep your patients happy and healthy, we’ve got you covered. Check out our IntelyCare newsletter for the latest evidence-based tips and care strategies — delivered free and straight to your inbox.