Receiving Complaints

1. Are LTCO taught the National Ombudsman Reporting System’s (NORS) definition of a complaint?

2. Are LTCO taught how to listen and how to identify complaints?

3. If an ombudsman is not strong in listening and identifying complaints, what assistance is offered

to improve this skill?

4. Do LTCO have written guidance regarding when to work on an ombudsman initiated complaint?

If so, is this guidance consistent with principles of resident empowerment and autonomy?

5. Look at the table included in this section of the module. How are ombudsmen in your state

taught how to address dilemmas such as these? If you have other guidance or areas that

frequently arise, do LTCO have written information as a reference?

6. Look at your program’s NORS data. What is the primary source of complaints statewide? What

does this information indicate about the accessibility of the LTCOP to residents?

7. Are there big variations among local LTCOPs with the source of complaints? If so, what might

explain the variation?