walking the fine line - norc · walking the fine line between residents and staff… takes...
TRANSCRIPT
![Page 1: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/1.jpg)
Created by: Jana Tiefenwerth, M.S.
Staff Ombudsman, AAA of East Texas
Presented by: Patty Ducayet, LMSW
Texas State Long-Term Care Ombudsman
Walking the Fine Line
![Page 2: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/2.jpg)
I keep a close watch
on this heart of mine.
I keep my eyes wide
open all the time.
I keep the ends out for
the tie that binds
Because you're mine, I
walk the line.
“I Walk the Line.”
![Page 3: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/3.jpg)
Walking the Fine Line
Between…
Residents & Staff
![Page 4: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/4.jpg)
At times you
must feel like…
![Page 5: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/5.jpg)
THE QUESTION IS:
In my role as ombudsman,
how do I stay resident-
centered and try to create a
win/win situation for all?
![Page 6: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/6.jpg)
How do I…
• Walk the fine line between residents and staff in a way that increases their trust in an ombudsman?
• Present myself, so residents understand I am here to advocate on their behalf?
• Develop relationships with staff that leads to improvement in the quality of life and care for residents without crossing a boundary.
![Page 7: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/7.jpg)
It is our challenge not only to talk the talk,
but to walk the walk…
With residents, it is our charge to be:
• Courteous and respectful
• A good listener
• Patient and understanding
• Trustworthy with confidential
information
• Helpful
![Page 8: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/8.jpg)
Not only with residents,
but with staff as well…
With staff, it is our charge to be:
• Courteous and respectful
• A good listener
• Patient and understanding
• Trustworthy with confidential information
• Helpful
![Page 9: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/9.jpg)
How do we do this?
![Page 10: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/10.jpg)
By Developing Appropriate
Relationships with…
• The Administrator
• Staff: Department Heads and
Direct Care Workers
• Residents & Family Members
![Page 11: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/11.jpg)
The Bottom Line…
Good relationships help us
succeed in promoting resident
rights, quality of life and quality
of care.
![Page 12: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/12.jpg)
BE CAREFUL Not To
Become
PRO-FACILTY
Residents
are
watching
HUGS
![Page 13: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/13.jpg)
If you become Pro-Facility
it diminishes…
• Trust in relationships with residents
and family members
• Objectivity in identifying problems
• Effectiveness
• Goals of the ombudsman program
![Page 14: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/14.jpg)
On the other hand… be careful
not to bulldoze your way in. It may:
• Limit your capacity
to achieve results.
• Put others on the
defensive.
• Create a power
struggle and go
nowhere.
![Page 15: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/15.jpg)
To find the right balance…
Leave the
“I’m going to get you for something!”
attitude at the door.
At the same time,
don’t
get
desensitized
to issues that are present.
![Page 16: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/16.jpg)
It’s a Fine Line to Walk with…
• The Administrator
• Staff: Department Heads
and Direct Care Workers
• Residents & Family
Members
![Page 17: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/17.jpg)
Developing a Relationship
with the Administrator
![Page 18: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/18.jpg)
To develop an
“ombudsman appropriate”
relationship with the
administrator…
![Page 19: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/19.jpg)
Maintain your appropriate position!
![Page 20: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/20.jpg)
1 – Establish--or Re-establish--
Your Role as Ombudsman
• Set a meeting if necessary(your Regional Coordinator can assist)
• Acknowledge the difficulty of their job
• Emphasize we have some common goals
• Let them know you can:
Help them settle many problems before they go to regulatory, which provides a faster response and a solution for resident concerns
Help promote a win / win situation for one resident and the whole community of residents
Be a third party voice to support resident needs and rights
Provide feedback to help improve residents’ quality of life and care
Administrators
![Page 21: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/21.jpg)
2 – Daily Protocol
• Establish—or reestablish—who your primary point of contact is in the facility
• Touch base when you arrive and before you leave —whether you have a concern or not
• Praise their “positives!”
• Remind you are available to attend care plans, resident councils, provide conflict resolution, etc., with resident permission.
• Never pass an opportunity to remind them that you are there to help.
Administrators
![Page 22: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/22.jpg)
3 - When Reporting a
Problem or Concern …
• Acknowledge the difficulty of the issue at hand (especially when the issue is particularly challenging)
• Be diplomatic, courteous and tactful
• Accountability: Ask the person to let you know when the issue is resolved so you can verify with the resident that the issue is receiving appropriate attention
• Follow up with the resident and the Administrator
Administrators
![Page 23: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/23.jpg)
You may have to remind them
again, about a problem!
![Page 24: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/24.jpg)
4 – Once an Issue is Settled…
Acknowledge the success
• Thank the administrator!
…for their quick or steadfast response
…for their efforts
…for allowing you to assist in the problem
…for putting the resident first
• Let them know how happy the resident or
family is with the outcome.
• Encourage them to call anytime they need
your assistance.
Administrators
![Page 25: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/25.jpg)
Developing a Relationship
with Department Heads
and Direct Care Workers
![Page 26: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/26.jpg)
1 – Establish Your Role
• Ask the administrator if you may speak at their next staff in-service to explain your role as ombudsman…(your Regional Coordinator can assist)
• At the in-service, explain our approach to resolving concerns and identify the ombudsman’s role
3 Ways to Bring Concerns
1. Report problem to the responsible staff or Admin
2. Contact the ombudsman at 1-800-252-2412 (Texas)
3. Report to Consumer Rights and Services Hotline at
1-800-458-9858 (Texas)
Staff
![Page 27: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/27.jpg)
2 – Interaction with Staff
• Make time to explain the ombudsman role
• Call staff by their name
• Let them know it is your job to bring resident concerns to their attention
• Focus on resident needs
• Avoid correcting a direct care worker; speak to their supervisor or if a systemic issue, ask to provide in-service training
• Remain courteous, even if staff is rude
Staff
![Page 28: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/28.jpg)
3 - Praise! Praise! Praise!
MOST IMPORTANTLY: Take every opportunity to praise work well done -- directly to staff!
Acknowledge how difficult their job is and praise them for their compassion, gentle care, passion, efforts or attentiveness!
Staff
![Page 29: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/29.jpg)
Praise! Praise! Praise!
• Let food service workers/director know when residents are pleased with a particular meal.
• Let housekeeping/maintenance workers know when you notice work well done—the floors shining nicely, or the beds neatly made.
• Let the activity director know when you hear that residents enjoyed a special activity.
Staff
I really like the
way you…
![Page 30: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/30.jpg)
Report “Good Works” to Administrators
• Let the worker know you are reporting his/her superior work efforts; so... find out the worker’s name
• Report to superiors when residents’ praise the effort of particular staff. Ask the resident if she minds you sharing their praise
• Commend the administrator for successfully leading staff to strive for excellence in caring for residents
Staff
![Page 31: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/31.jpg)
Developing Relationships with
Residents and Family
![Page 32: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/32.jpg)
1 - Introductions
• Introduce yourself to every resident and family member
• Explain your role as ombudsman – you are there to: Help solve concerns or problems
Advocate for residents rights and promote quality care
Listen, provide information and speak on the resident’s behalf, if needed
Specifically: Bring resident and family member concerns/complaints
(with permission) to the staff’s attention, and to seek resolution; and
Attend care plan meetings and resident/family council meetings, when invited.
Residents
Hello. My name is…
I am your ombudsman
![Page 33: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/33.jpg)
2 – Do’s and Don’ts
• Do spend time with residents to establish a level of trust.
• Do relay to residents their rights and available services.
• Do report to residents, the status of their complaints.
• Do validate resident’s concerns.
• Do support resident’s decisions—even if they are “bad” decisions.
• Don’t enter a room without knocking.
• Don’t engage in a power struggle or dispute.
• Don’t appear Pro-Facility.
• Don’t break confidentiality.
• Don’t forget that your professional role is not “friendship.”
Residents
![Page 34: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/34.jpg)
Remain Calm… even if it seems
hopeless…
![Page 35: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/35.jpg)
Call your Regional Coordinator for
support or assistance in any situation
![Page 36: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/36.jpg)
3 - Remind Residents that…
• You will check on them often to see if they
have any concerns that need attention
• You keep all conversations confidential
• They have the right to contact you, their
ombudsman, and to ask staff for help to call
• They can contact you by calling the telephone
number on the poster located in the facility, or
give them a calling card
Residents
![Page 38: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/38.jpg)
![Page 39: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/39.jpg)
Thank you for being
an encourager!
![Page 40: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/40.jpg)
In Conclusion…
Walking the fine line between residents and
staff… takes patience, courage and
understanding…
It involves the ability to balance and maintain
relationships in a way that avoids power
struggles while acknowledging the efforts
of everyone involved
Thank you for
serving as a resident
advocate !!!
![Page 41: Walking the Fine Line - NORC · Walking the fine line between residents and staff… takes patience, courage and understanding… It involves the ability to balance and maintain relationships](https://reader034.vdocuments.net/reader034/viewer/2022042221/5ec760a93bbec35887430937/html5/thumbnails/41.jpg)