Page 42 - Ombudsman Participant Manual Optimized_Neat

for Visiting Residents
Tips

• Knock on the resident’s door before entering. Identify yourself and indicate why you are there.

• Does the resident prefer to be called, “Mrs. Green” or “Isabel?” Ask.

• Keep communication eye-to-eye whenever possible. Unless the resident is lying in bed, strive for ways to

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speak with each other at eye level. the resident is in a wheel chair, pull up a chair or bend your knees to

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bring you eye-to-eye. you are seated, invite the standing person to sit down.
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• Use adult language and tone. Some visitors, in an attempt to build rapport, speak to older people in the same

tone used with children. That is patronizing.

• Some residents may wish to discuss death. Accept the invitation to discuss this important topic. Kindness,

frankness, and genuine concern are always appropriate. Practice expressing your concern in ways that suit

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you a professional and as a person.
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• Ask the resident if you are being understood and heard. When in doubt, turn to the closest person in uniform

to ask about the hearing status of the resident. Always ask the resident first when doing this.

• Respect the resident’s privacy. Although it comes as a surprise to some folks, the desire for privacy is not

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diminished with age. Regardless the subject, try to find a quiet place for just the two of you to talk. Avoid

the hallways which can be noisy and filled with distractions.

• Show respect to the nursing assistants and staff while visiting, they are the backbone and the heart beat of

the facilities that you visit.

• Greet residents who may be sitting in the hall, watching the world go by. A simple “hello” or a wave can

brighten someone’s day.
• If the resident is bed-bound or chair-bound and they need assistance, get the staff. Do not attempt to lift or

assist a resident as that is not the role of the Ombudsman.

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Adapted for Ombudsman Training from Center Aging, University Kansas Medical Center, August, 1995
Office of the LTC Ombudsman
Office of the LTC Ombudsman
Version 1.0 September 2020
Version 1.0 September 2020
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