TIPS
FOR
OMBUDSMAN PRACTICE
You may need to help staff, residents, and their families understand what these rights mean in everyday life. You can do this by modeling, observing, and asking questions. Be willing to assist staff and residents in listening to each other and working out solutions that are acceptable to both. Be alert for opportunities to suggest that residents can exercise choice and have their choices respected. Help staff think in terms of “How can we. . .” instead of “We can't do that because…” Help staff and residents brainstorm about a range of ways to accommodate individual needs and preferences. Encourage residents to express their preferences. When residents are unable to do this, encourage family members to tell staff about the resident's preferences and routines. Share ideas and/or approaches that have worked in other facilities. Use care planning as a problem-solving vehicle to focus everyone’s attention on the resident’s needs, routines, and preferences. Advocate for care plans that build on the resident's schedules and strengths.