Page 58 - Ombudsman Participant Manual Optimized_Neat

& Assistance Tip Sheet
Information

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Definition: An Information and Assistance is a activity the long-term care ombudsman program. The purpose

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of & A” is to provide general information and/or guidance to a consumer, family member or someone in the general

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public n regards to a topic of concern. Information & Assistance activities never contain confidential or consumer-specific

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information. also important note that the ombudsman takes action behalf the consumer when

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conducting & A”. The preference of the long-term care ombudsman is that the consumer self-resolves whenever
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possible. The intent of an “I & A” is to provide information or instructions that would empower an individual in that self-

resolution. f someone requests the ombudsman take some sort action their behalf – negotiating, discussing
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concerns with facility staff, investigation of situation specific, etc – then the activity may rise to the level of casework.

Casework can only be conducted by a certified ombudsman.

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Provided to: Consumers, families, facility staff, the general public other agencies and offices.

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When/How: Information Assistance consultations can provided during the course other activities – for instance,
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during the conduct of a facility visit. When an ombudsman is engaged in conversation with residents regarding quality of

life and the ombudsman provides information on a specific topic, an “I & A” has been completed. s possible to have

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several f these activities completed during one facility visit. Information & Assistance activities can also occur during

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Community Education Events Resident Council meetings, etc. also possible that consumers someone from the

community will contact the ombudsman program via phone for the specific purpose of obtaining Information &

Assistance.
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Documentation Expectations: We capture all “I & A” activities. measure of visibility and community engagement.
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is n activity that we are held accountable for in our NORS reporting. We always capture the date; time involved in

providing the I & A; travel time (if applicable); the topic of information provided and a brief summary of any guidance we

provided regarding actions of self-resolution.

Some Examples Include:
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• While discussing dining issues facility visit with a resident and the resident reports that the menu is

monotonous; lacks variety. An ombudsman may discuss resident council as a vehicle for the resident to voice

concerns and obtain information regarding options for improvement and the ombudsman may provide
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information regarding the resident’s rights regards dietary services and preferences. This would one &
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A” with no travel time (you are already at the facility for another purpose) and the topic would be Dietary. It would

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be documented independent the facility visit. f the next resident needs information regarding Care Plans, you

would have an additional “I & A” – requiring its own documentation/entry.

• Your office phone rings and family member contacts the ombudsman program for information regarding

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involuntary discharge from a personal care home. You speak them for minutes and provide information
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regarding allowable reasons for involuntary discharge and appeal rights. You advise them to contact you should

the consumer require any assistance. This would be one “I & A” with no travel time and the topic would be

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