What
is Ombudsman?
What is the primary
objective of the Ombudsman?
Who can the Aegis
Ombudsman help?
What criteria’s
must be met to receive assistance from the
Ombudsman?
When is it appropriate
to use the Ombudsman?
What are the steps to Conflict
Resolution?
What are Documentation
Procedures?
What are Confidentiality
/ Neutrality?
What are Ombudsman
Limitations?
How
are reports generated by the Ombudsman?
What is Ombudsman?
The Ombudsman is an independent, neutral
and confidential resource for anyone with
health care, customer service or human resource
concerns involving:
- Aegis Medical Systems,
Inc.
- Nationwide Medical Group,
Inc.
- Aegis Institute, Inc.
- Aegis Management
Systems (Back)
What is the primary objective of the Ombudsman?
- Handling inquires and concerns
- Listening to complaints
- Resolution of conflicts
- Education of clients,
patients, employees and the community
(Back)
Who can the Aegis Ombudsman help?
Ombudsman services are independent and available
to all parties. Clients, patients, employees,
private citizens, advocacy groups, corporations,
as well as federal/state/local government
agencies may use the service. (Back)
What criteria’s must be met to receive
assistance from the Ombudsman?
- You must make an inquiry;
has a complaint or concerns about customer
service, provision of health care, patient
rights or safety.
- A belief that prior written
complaints were not investigated or did
not receive an effective response.
- All formal or regular
resources of resolution have been exhausted
(Back)
When is it appropriate to use the Ombudsman?
- After you have exhausted
all routine grievance procedures, you
should submit your complaint/concern to
the Ombudsman as detailed in the Ombudsman
Policies, Protocols & Procedures.
- The Ombudsman can be called
upon to impartially research, mediate
and assist in areas where the system has
failed. The Ombudsman will not take a
role of advocate for Aegis or the patient,
but will advocate for problem resolution.
- The Ombudsman can be approached
for inquiries; concerning questions one
may have had and was unable to get a satisfactory
reply from Aegis staff members. (Back)
What are the steps to Conflict Resolution?
Research:
- The Ombudsman will look
into complaints about Aegis staff members,
policies or facility related issues.
- The Ombudsman will respond
to inquiries and questions concerning
activities, purposes or policies.
Facilitate / Mediate:
- The Ombudsman will assist
in formulating a plan to more easily resolve
conflicts and complaints.
- Conflict resolution will
be accomplished by using supportive, effective
listening skills to identify options,
providing general information, and collaborating
with other resources that can provide
assistance.
Remedies / Policies:
- Effectively communicate
with Aegis managers and all parties on
related issues
- Identify and recommend
changes if needed
- Analyze trends (Back)
What are Documentation Procedures?
All records are confidential and are not
accessible to agencies outside the Ombudsman
office without express written permission
from the patient, client, employee or any
other person seeking assistance. Periodic
reporting is statistical only and does not
contain identifying information. (Back)
What are Confidentiality / Neutrality?
The Ombudsman is firmly committed to protecting
your confidentiality.
We must obtain certain personal information
in order to assist you. We also require
each party to sigh a confidentiality agreement
with specific release authorizations. Your
identity will only be shared by your express
written permission.
If the matter results in a
formal proceeding, you cannot request the
Ombudsman or the office staff to testify
in the action taken.
The Ombudsman confidentiality and neutrality
mandates are absolute and non-negotiable.
The right to disclose information when requested
to do so by the patient, client or others
utilizing the services of the Ombudsman
belongs to the Ombudsman and cannot be overridden.
(Back)
What are Ombudsman Limitations?
The Ombudsman DOES NOT:
- Give legal advice
- Provide psychological counseling
- Make decisions on issues
- Provide medical advice
- Represent Aegis or the
client in formal hearings or proceedings
(Back)
How are reports generated by the Ombudsman?
The Ombudsman is contracted by Aegis to
be objective and neutral. The Ombudsman
is required to send periodic reports to
Aegis that are strictly demographic and
aggregated, with no personal identifying
information.
These reports are utilized to improve the
quality of patient care and to rectify problems
with internal changes to policies and procedures
while preserving confidentiality.
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