102 Information and Assistance (I&A) | LTCO-5100-MANUAL
Policy
The Long-Term Care Ombudsman Program shall provide information and assistance regarding long-term care and related issues as requested.
Procedures
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timely responses
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The LTCOP shall respond to a request for I&A during the same day the request is made whenever possible and, in all cases, within two working days.
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The LTCOP shall provide adequate telephone coverage to accept I&A requests immediately and confidentially during business hours. Adequate coverage may include: OR staff or volunteers providing constant phone service, frequent checks of telephone voice mail by staff, and/or use of pagers, cell phones or other technologies.
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number of requests for information and consultation
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The ORC shall periodically review the number of I&A requests brought to the LTCOP to determine whether:
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The number of I&A requests is so high as to impact the ability of LTCOP to adequately fulfill the other program components, particularly complaint processing.
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The number of I&A requests is below the average number of I&A requests per program statewide.
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The number of I&A requests is approximately the same as the projection in the LTCOP Annual Plan (III-100.1, b, i).
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Table III-G Information and Consultation
How to use this table: This table is designed to assist ORCs, the SLTCO, and provider agencies in LTCOP evaluation and planning. It suggests strategies to use in impacting I&A numbers which appear unusually high or unusually low. It also provides guidance in evaluating program performance related to I&A. The LTCOP is not required to provide a particular number of I&A activities.
IF the number of I&A activities is: | THEN the ORC shall take the following steps… |
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low for LTCOP, indicated by:
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high for the LTCOP, indicated by:
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