Page 39 - Ombudsman Participant Manual Optimized_Neat

Visit Tip Sheet
Facility

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Definition: facility visit visit by a n licensed long-term care facility for the purpose of connecting with
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ombudsman

the consumers served by this Office. Visits are ALWAYS unannounced and do not follow any type of predictable schedule.

The visits are purposeful and resident-directed. Ombudsmen are interviewing residents confidentially and gathering

information regarding the resident’s perception of the quality of life and the quality of care they experience. Ombudsmen

are NOT regulators; we do not inspect facilities. We are not checking temperatures of water. We are not observing a

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medication pass. The ombudsman’s sole purpose engage the residents dialogue that focuses on their rights, their
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level f satisfaction, and exchanging information that would empower the residents to approach and resolve concerns on

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their own. However, casework and advocacy can offered based the direction the resident and their ability/interest
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in self-resolution. Resident -specific information obtained by an ombudsman during a facility visit is confidential and cannot

be shared with anyone outside of our Office.

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One f the primary goals when conducting facility visits is to establish a “visible presence”. Connecting with an objective

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advocate outside of the facility can be very difficult for the people we serve. y visiting often and interacting with staff and

residents, the awareness of our Office and the residents’ right to quality care, dignity, and respect increases. becomes

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easier for residents o connect with s when assistance s needed and quality f care has been proven o increase

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exponentially when ombudsman presence increases.

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It s important to remember that facility visits often have “embedded” activities. n other words, while conduct ing a facility

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visit, ombudsmen may also attend a resident council meeting or provide consultations o facility staff or residents

families. Ombudsmen should be alert to those other activities performed and be certain to document them separately and

in accordance with Office protocol.

Provided to: Residents residing in nursing homes, assisted living facilities, personal care homes, older adult daily living

centers (OADLC) and domiciliary care homes

When/How: Local ombudsmen are required to conduct an unannounced visit at every licensed assisted living, personal

care home, and nursing home in their coverage area at least once each federal fiscal quarter. Domiciliary care homes and

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Older adult daily living centers must be visited least once each federal fiscal year. The quarterly visits are the minimum
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acceptable level of visitation. Many local ombudsmen will opt for monthly visits and will sometimes increase frequency of

visitation response high-profile situation like licensing actions bankruptcy cases. Visits should always conducted
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at time convenient for the residents. While an ombudsman can technically enter building at any time, we must

remember the true purpose of our visits – capturing the resident perspective. So, to visit in the middle of the night when

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residents are sleeping would make sense. facility visits does need thorough. An effort should made connect
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with residents each unit floor and residents different ages, races, genders, etc. properly conducted facility visit
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is one that allows for significant dialogue and, therefore, requires time. Ombudsmen should never “rush in / rush out” but

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should plan have available ample time down and have meaningful conversation with the residents. Not only
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an opportunity for ombudsmen to learn from the residents, but it is an opportunity for the residents – and staff – to become

more familiar with our Office and our role n long-term care. While our primary focus s on resident perspective,

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ombudsmen are asked make some targeted observations and record those observations during each visit. For specifics,
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please refer to the Facility Visit Form.

Documentation Expectations: For each facility visit, Facility Visit Form should be completed and entered into

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Well Sky Ombudsman
as an attachment to a program activity entry. Documentation is required. A local entities’
compliance
Office of the LTC Ombudsman
Office of the LTC Ombudsman
Version 1.0 September 2020
Version 1.0 September 2020
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