Page 24 - Ombudsman Participant Manual Optimized_Neat

Ombudsma n Communication

How to be effective and empathetic

Establish eye contact and be at “eye level” with the per-

son you are speaking to.

Speak slowly and clearly—someone with a hearing im-

pairment may “read” your lips to aid them in “hearing”

what you are saying.

Do not shout or raise the volume of your voice—if the

person has a “better” ear, try to lean toward their “better” side.

Reduce background noise as much as possible. Seek out a quiet space or ask if the resi-

dent would willing to turn off the television or the radio, etc.

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Ask the resident what you could do to help them hear you better—they may have a hear-

ing aid that is not within their reach or needs staff attention for batteries, etc.

Always carry a tablet and a dark pen or fine tip marker. You can print words or questions

that the person cannot hear clearly.

person has a visual impairment, always offer to read materials to them and remember
If a

that the Ombudsman program has audio recordings of all resident publications.

Always introduce yourself, wear your ombudsman badge, and offer to return at a later

time the resident is tired or not feeling well. The message may become “lost” as they

if

are not able to pay full attention to you at the time you visit.

Respect the resident’s privacy. Obtain permission to speak in front of their family or

roommates. Be sure to have a brochure of a business card to leave with the resident—

especially f you are visiting them for the first time.

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Be patient. Do not rush the resident. Help them feel comfortable y easing into facility

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specific conversations. Small talk about the weather; their photos; local events can help

the resident connect with you and facilitate productive conversation.

Respect the resident’s right to disagree with you. Respect the resident’s opinions. Re-
spect their right to decline your visit. You are not there to convince them to see things

YOUR way; you are their to learn about their issues; their perspectives; their concerns.

You are there to be a resource to them.

Office of the LTC Ombudsman
Office of the LTC Ombudsman
Version 1.0 September 2020
Version 1.0 September 2020
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