The Problem-Solving Process: Investigation
The Problem-Solving Process: Investigation Guidelines for Practice Developed by Sara S. Hunt, Consultant As an ombudsman you are responsible for resolving problems on behalf of residents. Regardless of the complexity or simplicity of the issues, there is a standard process you will follow in problemsolving. This process is dynamic, not rigid. The amount of time you spend in each step of this process will vary depending upon numerous factors such as: the type of facility: one with large numbers of staff and residents or one with a few caregivers
and a few residents; the complexity of the issue; the amount of additional information you will need to be able to understand the issue; the number of individuals involved; the time factor if meetings need to be attended or appointments made; and the responsiveness of the facility to addressing residents’ issues.
In an assisted living facility with a few residents, your approach to resolving problems might be much more informal than in a facility that is larger. One of your primary missions is to empower residents and their family members to resolve problems by themselves. You want to help them have a sense of confidence that they can successfully address issues. You do this by providing information, guidance, and support. If necessary, you go with them to discuss issues with facility personnel or others. The information in these guidelines will also be helpful in your coaching a resident or family member in working through a problem. The process you use as an ombudsman is the same one you’ll be advising residents or their family members to use.
A–1