Page 40 - Ombudsman Participant Manual Optimized_Neat

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with federal standards and regulations measured through review this documentation. Local Program Coordinators are

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expected o assist new ombudsmen with developing the skills and confidence required to document properly and to capture

information required for the NORS (National Ombudsman Reporting System) standards. Additionally, documentation

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provides valuable record of issues, concerns, training needs, and ombudsman presence in facilities.

Please see attached sample of a completed Facility Visit Form to use as a guide in regards to documentation and use of the
form.

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Supplemental Information: Conducting a facility visit properly requires communication skills and observation skills.

new member of the Ombudsman Office, be patient with yourself. The best way to develop and improve those skills s

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through practice. With each visit conducted, you will feel more comfortable and capable. o help you get started, a sample
“outline” for a routine facility visit follows:

I. Arrive facility; make sure you are wearing your badge. f the facility wants visitors to “sign-in” then do so. You

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can simply say that you are there for routine visit. Facilities are entitled know you are the building but you

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cannot reveal whom you speak to or the information shared by consumers. Some ombudsmen pre-arrange with

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facilities that monthly new admission list provided the ombudsman and they will use that tool make sure
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new residents receive information regarding resident rights and our services. Otherwise, select residents as you

conduct your visit for conversation. Be sure to visit each wing/floor/unit of the building and connect with residents

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- remembering the importance being diverse and inclusive possible your selection.
II. As you walk through the building, observe sights, sounds, smells, staff interactions – are they respectful with the

residents? Are they responsive to requests for assistance? Check for menus and activities calendars posted – if

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Bingo supposed to b e the dayroom, walk and see the activity matches the calendar. Are residents

alert? Are they dressed appropriately? Are they groomed well? Look to your Facility Visit Form for other targeted

observations.

III. Make sure to visit with any PEERs residing in the building and also try to seek out the resident council president.

See f either needs any help/support from our Office and request permission to attend a resident council meeting

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in the future.

IV. When you begin conversations with residents and/or families, be sure to introduce yourself; briefly explain where

you are from and the purpose of your visit. Always begin the conversation in a quiet, private place. Stress the fact

that confidentiality is guaranteed and that there is nothing “wrong” – often people get concerned and think that

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the visit is in response to some type of issue or problem. Be patient. takes time to establish rapport. f people

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opt not share details about their care services, respect that. Provide contact information case they wish to
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connect with the future. When trying start conversations, look around the room for “ice-breakers” – family

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photos, hobbies, sports memorabilia, etc. These are great conversation-starters. Often, it can lead to more

pertinent conversation about meals, care, comfort, etc. To assist you with responding to some of the

communication challenges experienced the residents, see the Communication Tip sheet attached. Be careful in
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regards o your observations – note what you see but do not jump o conclusions. f you see something that

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concerns you, work those concerns into your conversations with the residents. For instance, “It seems the staff is

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slow o answer call bells here. s that the case? like that every day?” Residents will then respond with the

information you need to know.

V. When residents do share concerns issues, remember that our primary goal s self-resolution and focus on
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providing information and suggestions to assist them in resolving their own concerns. Promise to follow-up – and

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be sure to do that on subsequent visits. Remember that we are NOT caregivers. resident asks you to hand

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them the TV remote – or their glasses – that is fine. But if they request assistance with a drink, the bathroom,

getting into bed, etc. – we cannot do that. Residents often require specialized care or thickened liquids that we are
Office of the LTC
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