NORC Library

LTCOP Rule: Supporting Person-Centered Advocacy- Complaint Investigations and Abuse Reporting

March 30th, 2017

The National Ombudsman Resource Center (NORC) hosted the first webinar of a two-part series on the LTCOP Rule. Speakers included, Louise Ryan, Ombudsman Program Specialist, Office of Long-Term Care Ombudsman Programs, AoA/ACL; Carol Scott, Ombudsman Specialist, National Ombudsman Resource Center; and Jan Brown, Ombudsman Specialist PA Department of Aging.

The objectives of this webinar were to:

• Understand the complaint process responsibilities as outlined in the LTCOP Rule
• Remain focused on the primary role and duties of the Ombudsman program:
  • to investigate and resolve complaints, whether on an individual or systemic level,
  • obtain resident consent for ombudsman action,
  • know when and how to disclose information, and
  • remember that the goal is to resolve complaints to the resident’s satisfaction.
• Stay steadfast to the goal of resolving complaints to the resident’s satisfaction

The next webinar in this series will be on April 25.

Slides and Resources

• Slides
• Technical Assistance Guide: Responding to Allegations of Abuse
• Fact Sheet: Long-Term Care Ombudsman Program: What You Must Know
• 5 Steps to Abuse Reporting and Scenarios & True False Quiz
• LTCOP Issue Brief: Complaint Processing and Abuse Reporting