State Long Term Care Ombudsman Programs: Factors Associated With Perceived Effectiveness

Estes, Carroll L.; Zulman, Donna M.; Goldberg, Sheryl; Ogawa, Dawn D.

doi:10.1093/geront/44.1.104

Cited by 22 publications

(32 citation statements)

References 13 publications

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“…Only two of the articles scored over the mean . The tendency is that the oldest articles were the most times cited and the newest the fewest, with exception of one which was cited eight times. Challenges in this study were the diversity in sample size and design of the included articles.…”

Section: Resultsmentioning

confidence: 94%

“…Nine out of 10 articles in this review emphasise the importance of leadership style and supportive management. Management style reported to be autocratic or custodial has significant lower work effectiveness scores and staff experience lack of autonomy , whereas supportive management is related to quality of care . Increased empowerment, participation and influence were also related to quality of care (Table ).…”

Section: Discussionmentioning

confidence: 99%

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The impact of work culture on quality of care in nursing homes – a review study

André

Sjøvold

Rannestad

et al. 2013

Scandinavian Caring Sciences

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Nursing management and leaders must take in consideration that work culture is crucial for improving quality of care in nursing homes, and this study can be used to increase the focus on the work culture among healthcare personnel in nursing homes. Changes are necessary to increase healthcare personnel's job satisfaction, empowerment, autonomy and influence in nursing homes. Giving empowerment to the healthcare personnel working in nursing homes is both an organisational and an interpersonal issue. Being given empowerment and influence over their own work situation, the healthcare workers can be more committed and involved in the goal of obtaining best possible care to the residents.

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Section: Resultsmentioning

confidence: 94%

Section: Discussionmentioning

confidence: 99%

The impact of work culture on quality of care in nursing homes – a review study

André

Sjøvold

Rannestad

et al. 2013

Scandinavian Caring Sciences

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“…The program has been viewed as being effective at mediating and resolving complaints and advocating for residents (Harris‐Wheeling, Feasley, and Estes ; Estes et al. ). The Ombudsman also shares aggregate facility‐level complaint data to those searching for appropriate long‐term care placement.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Nelson, Huber, and Walter (1995) suggest that Ombudsman complaints may be a more accurate reflection of nursing home problems than CMS survey results given that the Ombudsman is in contact with the residents in nursing facilities on an ongoing basis. The program has been viewed as being effective at mediating and resolving complaints and advocating for residents (Harris-Wheeling, Feasley, and Estes 1995;Estes et al 2004). The Ombudsman also shares aggregate facility-level complaint data to those searching for appropriate long-term care placement.…”

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confidence: 99%

Association between Traditional Nursing Home Quality Measures and Two Sources of Nursing Home Complaints

Troyer

Sause

2012

Health Services Research

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Objective. To test for an association between traditional nursing home quality measures and two sources of resident-and caregiver-derived nursing home complaints. Data Sources. Nursing home complaints to the North Carolina Long-Term Care Ombudsman Program and state certification agency from October 2002 through September 2006 were matched with Online Survey Certification and Reporting data and Minimum Data Set Quality Indicators (MDS-QIs). Study Design. We examine the association between the number of complaints filed against a facility and measures of inspection violations, staffing levels, and MDS-QIs. Data Extraction. One observation per facility per quarter is constructed by matching quarterly data on complaints to OSCAR data from the same or most recent prior quarter and to MDS-QIs from the same quarter. One observation per inspection is obtained by matching OSCAR data to complaint totals from both the same and the immediate prior quarter. Principal Findings. There is little relationship between MDS-QIs and complaints. Ombudsman complaints and inspection violations are generally unrelated, but there is a positive relationship between state certification agency complaints and inspection violations. Conclusions. Ombudsman and state certification agency complaint data are residentand caregiver-derived quality measures that are distinctive from and complement traditional quality measures.The most commonly used nursing home quality measures come from data maintained by the Centers for Medicare and Medicaid Services (CMS), including information from the survey and certification process and residentlevel measures from the Minimum Data Set (MDS). Survey data and MDS data are both generated from state certification agencies and the nursing homes themselves. Included among these traditional measures of quality are inspection deficiencies, staffing levels, and resident-level MDS quality indicators (MDS-QIs). Health Services ResearchData on complaints against nursing homes are another potential source of quality information. Two key state-level organizations investigate nursing home complaints: the certification agency (responsible for the annual inspection) and the Long-Term Care Ombudsman Program. Both sources of resident and caregiver (family and facility staff) complaints may be particularly relevant to consumers as they represent a resident or caregiver perspective and can occur anytime. Among the limited research on complaints, Stevenson (2005Stevenson ( , 2006) studied complaints to state certification agencies and Allen, Klein, and Gruman (2003) considered complaints to the Connecticut Ombudsman. In recent work, Troyer and Sause (2011) consider the association between these two sources of complaints for North Carolina (NC) nursing homes and the roles of the Ombudsman and state certification agency in receiving and responding to complaints. When looking at specific categories of complaints, they find few statistically significant relationships between the two complaint sources, suggesting that the sources may b...

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“…Survey questions were generated based on a thorough review of prior research and data collected, issues raised and recommendations set forth by the 1995 IOM report, a 50 state Kaiser Family Foundation study (Estes et al, 2004), and recommendations of the project advisory committee members and consultants. The survey for LLTCOP coordinators contains both closed and open-ended items.…”

Section: Instrumentsmentioning

confidence: 99%

Local Long-Term Care Ombudsman Program Effectiveness and the Measurement of Program Resources

Hollister

Estes

2012

J Appl Gerontol

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Local Long-Term Care Ombudsman Programs (LLTCOPs) protect the health, safety, welfare, and rights of residents in long-term care (LTC) facilities. This study examines the (a) existing resources available to LLTCOPs in Georgia, California, and New York, (b) relationship of resources to LLTCOP's reported effectiveness in meeting its federal mandates, and (c) state-specific mediating factors influencing LLTCOPs' resources and reported effectiveness. Quantitative and qualitative data from the National Ombudsman Reporting System (NORS) and a telephone survey of LLTCOPs in Georgia, California, and New York were collected and analyzed. Resource adequacy, as measured by beds per full-time equivalent staff (beds/FTE), is inconsistently associated with effectiveness in meeting federal mandates across and within the states studied. Analysis of alternate resource measures suggests a threshold of LLTCOP size, under which program effectiveness may be lower. LLTCOPs report the changing LTC environment and additional state mandates as factors influencing resource adequacy.

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State Long Term Care Ombudsman Programs: Factors Associated With Perceived Effectiveness

Cited by 22 publications

References 13 publications

The impact of work culture on quality of care in nursing homes – a review study

The impact of work culture on quality of care in nursing homes – a review study

Association between Traditional Nursing Home Quality Measures and Two Sources of Nursing Home Complaints

Local Long-Term Care Ombudsman Program Effectiveness and the Measurement of Program Resources

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