Ombudsman Case Analysis

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Macro Issue
Ombudsman provide advocacy that protects the health, safety, welfare and rights of individuals receiving long term care. Assistance is available to mediate residents’ concerns with nursing homes, personal care homes, assisted living facilities, adult daily living centers and with community-based services provided in their residence. Ombudsmen are trained to protect the rights of older Pennsylvanians living in Berks County. Issues that may arise at these facilities include issues involving care, transfers and discharges from the facility, neglect or changes in services. Any individual living in a facility has the right to be treated with dignity and respect, to be informed of their rights, to not be discriminated against, neglected or abused. The Ombudsmen’s main concern is about the quality of care or treatment residents receive and their quality of life. Other roles of Ombudsmen include providing education to facility residents and staff, monitoring for quality assurance, participating in state inspection surveys.

Beneficiaries
The systems that are intended to benefit include residents (ages 65 and older) who reside in a nursing home, personal care home, assisted living facility or who attend adult daily living centers. Resident’s families also benefit from the Ombudsman program as they will be provided with information regarding the rights of their loved one and will be given additional resources in the facility or community. The Ombudsman program also benefits long term care administrators, community groups and government agencies as we serve as a resource for them to call if there are issues that are not being resolved. Strengths of many of the resident beneficiaries that I have met include their awarenes...

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...these resident’s have dementia and are in a great deal of pain, and sometimes the Ombudsmen are the only people they may be able to let out their frustration to. It has also been difficult for me to hear the concern of the resident’s we advocate for, but I continue to practice self- care as I continue at my agency.

Professional Development
Ombudsmen are required to provide services with respect for human dignity and the individuality of the consumer, regardless of their social or economic status, personal characteristics, or lifestyle choices. Ombudsman must advocate for consumer’s access to services and promote their right to self- determination. Ombudsmen must also identify as a professional and always be aware of their body language while working with consumers. All consumers must be treated with respect and we must practice patience when working with them.

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