Page 101 - Ombudsman Participant Manual Optimized_Neat

Summary of Ombudsman Casework Process

• All complaints must be accepted, and investigated, if they fall within the scope of the Ombudsman Office.

• Anyone can lodge a complaint with an ombudsman, including facility staff and anonymous sources.

• Complaint investigations must be initiated within five working days of receipt.

• The ombudsman’s initial contact will be with the consumer to acquire consent to continue.

• When this consent occurs in writing, it is via a signed “Release of Information.”

• Investigation is an objective exploration to find the facts.

• The ombudsman standard for “verification” is different from other agencies.

• The resolution strategy is developed in concert with the consumer.

• Follow-up should be conducted to determine if the resolution was implemented and effective.

• The process is not to attribute blame. Rather, the focus is on achieving the highest quality of life and care

for the involved consumer.

• If the ombudsman cannot achieve a satisfactory resolution, a referral may be made to another agency with
the consumer’s consent.

• Documentation is a critical element of the ombudsman complaint process. Be familiar with available
resources and use them as professional documentation skills develop.

Office of the LTC Ombudsman
Version 1.0 September 2020
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