RESUMO
BACKGROUND: Under the federally mandated Long-Term Care Ombudsman Program (LTCOP), certified volunteer ombudsmen (CVO) advocate for the welfare and rights of residents in nursing facilities. In Texas, the Department on Aging contracts with 28 agencies to deliver the LTCOP in respective regions. Regional ombudsman staff in charge of a group of CVOs administers each local program. The volunteer ombudsman role is threefold: advocate, mediator, and friendly visitor. METHODS: This descriptive study used a 75-item mail survey designed to gain a better understanding of CVOs' perspectives of their role and effectiveness. A total of 361 active, certified volunteers participated, representing all of the 28 regional Texas ombudsman programs. A series of focus groups was used to amplify survey data. RESULTS: Findings indicate overall role satisfaction, although perception of satisfaction varied with volunteers' age, length of service, level of education, and work experience. Volunteers felt most effective in promoting residents' rights and welfare, and least effective in dealing with financial exploitation, nutrition, and hydration issues. Although not always able to achieve desired changes, most volunteers believed that the ombudsman presence was a positive force. A need for improved understanding and support of the ombudsman role among facility staff and regulatory agents was exposed. DISCUSSION: CVOs' potentially favorable impact on the institutional setting in general, and facility personnel in particular, is dependent on the support from state personnel and regional ombudsman staff as well as the willingness of nursing facility staff to cooperate. Volunteers' sense of performance effectiveness is essential to the success of the LTCOP. Specific recommendations based on study findings are intended to assist in assuring continuous program quality improvement purposed to ensure residents' quality of life.
