ACCESS
What do representatives of LTCOP have access to?
Residents, facilities, and medical, social, and administrative records.
What does Disclose mean in LTCOP?
To make known or public; to expose to view.
True or false, speech (the words you say) is the important part of communication?
False. Tone any Body language are important when effectively communicating.
Describe what you would do if you were denied access to a resident.
Ask why you cannot visit with the resident. Determine if the reason is valid or not valid.
Explain the authority of the Ombudsman program. Describe the rights of residents to meet with a representative.
Move up the “chain of command” within the facility. Call your supervisor or the State Ombudsman. Follow program policies and procedures.
What does Confidentiality in LTCOP?
Federal and state laws mandate that the Long-Term Care Ombudsman program keep all identifying information about a resident and a complainant private, within the Ombudsman program.
Define communication?
Communication is a process by which information is exchanged between individuals through a common system of symbols, signs, or behaviors.
What is informed consent?
The permission from a resident or a resident representative after a full explanation has been given of the facts, options, and possible outcomes of such options in a manner and language in which the resident or resident representative understands.
True or False, The ombuds may show their notes to the nurse if they promise not to share the information with anyone else.
False.
What are Auxiliary Aids and Services?
Accommodations such as interpreters, items, equipment, or services that assist with effective communication.
What is Willful Interference?
Actions or inactions taken by an individual in an attempt to intentionally prevent, interfere with, or attempt to impede the Ombudsman from performing any of the functions or responsibilities.
True or False, a roster (list of names and room numbers of residents) is a confidential document?
True.
Name tips to use when talking to an individual with a speech impairment.
Concentrate on what the resident is saying, be patient, take as much time as necessary, don’t speak for the resident or attempt to finish their sentence, try and ask questions which require only short answers or a nod, consider using yes or no questions, ask the resident to repeat what was said if you do not understand, then repeat it back; don’t pretend to understand, If you have difficulty understanding the resident, consider writing or another means of communicating, but first ask the resident if this is acceptable
What does the acronym HIPPA stand for?
Health Insurance Portability and Accountability Act
What information does the Ombudsman program require be kept confidential?
All identifying information about a resident and a complainant private.
How do you show someone you are listening to them?
Nodding your head; using minimal responses such as “oh,” “so,” and, “I see;” paraphrasing what you heard; asking open-ended questions by beginning with words such as: who, what, when, where, why, how; restating what you heard in sentence form