02-19-2025 PTL - Flipbook - Page 15
A Special Advertising Section of Baltimore Sun Media Group | Wednesday, February 19, 2025 15
office include:
• Regular Facility Visits: Maryland
ombudsmen are required to visit nursing
homes monthly and assisted living facilities quarterly. These visits ensure that
residents know they have access to the
ombudsman program.
• Complaint Resolution: The office
investigates complaints from residents,
families, or other concerned individuals,
working to resolve issues while respecting resident confidentiality.
• Resident Advocacy: Maryland ombudsmen advocate for residents’ rights to dignity, respect, and personal choice. They
work closely with residents to address
concerns, such as dietary preferences,
transportation needs, or access to medical care.
• Educational Outreach: The Maryland
office provides training for facility staff
on resident rights and best practices, as
well as educational programs for residents and their families.
A notable example of the Maryland pro-
gram’s impact involved a resident who faced
difficulties accessing transportation for medical appointments. Through persistent advocacy and coordination with facility staff, social
workers and external resources, the ombudsman ensured the resident’s needs were met,
demonstrating the program’s commitment to
personalized care and problem-solving.
Addressing Complaints and Resolving Issues
The LTCOP handles a wide array of complaints, with some of the most common
issues in 2023 including discharge or eviction,
physical abuse, and inadequate responses to
requests for assistance in nursing facilities. In
residential care communities, frequent complaints involved discharge or eviction, medication issues and food services.
When a complaint is filed, ombudsmen
investigate the issue, advocate for the resident, and work to find a resolution. For
example, if a resident faces an involuntary
discharge, ombudsmen ensure that the facility adheres to state and federal regulations,
which typically require a 30-day notice and
a specific plan for relocation. Ombudsmen
also collaborate with other agencies, such as
the Office of Healthcare Quality, to address
systemic issues and ensure compliance with
higher standards.
Training and Collaboration
The LTCOP’s effectiveness relies heavily on the training and dedication of its staff
and volunteers. All ombudsmen – volunteers
and staff – undergo the same rigorous training to understand the complexities of longterm care regulations, resident rights, and
effective advocacy techniques. That ensures
consistency and professionalism across the
program.
Initial training for all ombudsmen, both
paid and volunteer, requires a minimum of 36
hours plus 18 hours each year. Continuing
education for ombudsmen may take place at
the National Ombudsman Resource Center
(NORC) and it will provide the classes.
The Administration for Community Living
(ACL) has its own requirements such as additional education, staff meetings or education
blasts. Our state office is in constant communication so our ombudsmen can provide the
best advocacy possible.
“Everyone needs community,” Craig says,
“to feel like they belong and have support.
Long-term care homes are the residents’
community, a place where residents should be
encouraged to live and have purpose.”
Anyone can contact the LTCOP office
and file a complaint. They have statutes
that require visits to nursing homes monthly
and assisted living facilities quarterly. Funding
comes from state and federal money, part of
which is through the Older Americans Act.
McCamie continues. “Residents know
who we are. There are bulletin boards, and
we post materials all the time, even delivering
notifications to the individual residents. We
are always looking for new volunteers. I learn
something new every day, and I’ve been doing
this since 2007. Sometimes I think I need roller
skates to see all our clients.”
As evidenced by McCamie, ombudsmen
have a passion for the work. They get to know
their clients and take pride in supporting them,
making their lives a little bit easier.
Collaboration is another cornerstone of the
Ombudsman,
continued on page 20
You Belong...
Inspired by carefree independent living.
Engaged with amenities for
purposeful living and well-being.
Right at H�e enjoying stylish
residential options.
You Belong, Here.
A Life Plan Community That’s
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Everything But Ordinary
Glen Meadows
Glen Arm, MD | 410.319.5320 | www.psl.org/glenmeadows
