Ombudsman Outcome Measures

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Ombudsman Program Outcome Measures A Project of the National Association of State Units on Aging Conducted Under the National Long Term Care Ombudsman Resource Center Final Report Prepared by The National Association of State Units on Aging National Long-Term Care Ombudsman Resource Center National Citizens' Coalition for Nursing Home Reform 1828 L Street, NW Washington, DC 20036 Tel: (202) 332-2275, Fax: (202) 332-2949, E-Mail: May 2006 Supported by the U.S. Administration on Aging Acknowledgements This project benefited from the sound advice and thoughtful guidance of many individuals who participated in this project between 2000 and 2004. They include members of the Ombudsman Outcomes Work Group: Alice…show more content…
This report describes the results of that effort. The data and other state information on which this report is based was collected over three years, ending with a final conference call with ombudsman staff from the four grantee states, held in January 2004. The final report incorporates feedback subsequently provided by the ombudsmen who participated in the project. The primary goal of the long-term care ombudsman program is to serve as an advocate on behalf of the residents of long term care facilities. Created as a demonstration program in 1972, as part of the federal government's effort to correct widely reported problems in the nation's nursing homes, the program was established nationwide by the 1978 amendments to the Older Americans Act. The ombudsman program's major responsibilities as mandated by the Older Americans Act include: Individual advocacy: resolving complaints made by or on behalf of older individuals who reside in nursing homes and other types of long term care facilities (including assisted living, adult foster care and board and care facilities); protecting residents' rights; and ensuring regular and timely access to the ombudsman program. Systems advocacy: representing residents' interests before government agencies;…show more content…
Consumer or other advocacy groups include citizens' groups, disability, aging and other advocacy groups involved in long-term care advocacy. Consumer/advocacy group presentations: California did not track presentations separately from technical assistance contacts (see below); New Mexico 7; Ohio 540; Washington 16. Technical assistance to consumer/advocacy groups: California 400 (includes presentations); New Mexico 83; Ohio 30; Washington 23. COMPLAINT HANDLING INITIAL OUTCOME: Complaints are resolved/partially resolved to resident's and/or complainant's satisfaction. This outcome was measured by the difference between the expected and the actual resolution rate of the complaints closed during the time period. NORS considers a complaint/problem to be resolved when it has been addressed to the resident's or complainant's satisfaction. Prior to tracking and collecting data, each of the four pilot states was asked to specify a resolution goal, based on the state's previous rate and/or the national resolution rate. The resolution goals and the achieved resolution rates are reported for the four programs below. California achieved a complaint resolution rate of 43.8%, compared to the expected rate of 45%; New Mexico's resolution rate of 67% was better than the expected rate of 65%; Ohio's resolution rate was

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