Page 53 - Ombudsman Participant Manual Optimized_Neat

Admission Director / Marketing Director Administrative staff who focus on referrals, marketing, business

partnerships, images, etc.

TIP: Admissions staff often receive referrals from hospitals and

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the community even other facilities. They may “vet”
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referrals before committing to accepting an individual. n other

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words, they may visit the person at home or in the hospital;

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check n their care needs; prognoses; discharge goal;

hospital/medical records. The process can move quickly as
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facilities are eager to fill vacancies. the admission Director

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that may schedule the admission paperwork and, often, this
paperwork completed before the resident is at the facility. Too

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often, signed by someone other than the resident. The
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resident misses out on important information regarding rights

and the way things work in the facility. When you encounter a

resident with questions, try to remember that they may have not

been present when some routine information was explained.

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Encourage the resident o meet with the admissions or social

service staff and obtain a copy of their admission paperwork.

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They are entitled to copies and detailed explanations. n

admission paperwork, there is information on rights, charges,

policies, bed holds, etc., etc. Very useful information for the

resident.

a
Social Worker Responsible for assessing resident’s psycho-social needs; often

assists with the Medicaid application process; coordinates room

changes; receives and responds to resident concerns; takes a lead

role in resolving family issues/concerns and with discharge

planning. Tip: The social worker is a good place to start when

issues and concerns arise. Residents should know who the social

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worker and how to connect with them. Social workers in

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nursing home are responsible for logging resident concerns and

following up with residents on those concerns. This

documentation something that is reviewed during survey.

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Helping resident connect with the social worker provides them
with n effective resource for self-resolution and empowers the

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resident.
Business office staff / Business Office Manager Staff who handle billing, resident accounts, insurance claims, etc.

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TIP: important to note that there is a difference in personal

care homes and nursing homes. And, even then, based on payor

source, even more variation. When a resident has a concern

about their money or their bill, the business office is a good place

for them to start. Smaller personal care homes may not have an

actual business office – but someone in the facility is still

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responsible for resident accounts. facility is holding resident’s
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personal money (their personal needs allowance, gifts, etc.) the

resident has a right to access those monies within 48 hours of

notifying the staff in charge. The resident is also entitled to a

detailed accounting of their funds and money should never be

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expended without the consent of the resident. n some facilities,

there are additional fees for cable, newspaper, hairdresser,

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