Residents' Rights

2003 National LTC Ombudsman Training Conference

Best Practice on Residents' Rights Training for Facility Staff

Missouri

Category: Skills Training

Project Description: 

The Missouri LTCOP developed a 5 hour training program for long-term care facility staff. We presented the program in seven locations across the state. In attendance were: nurses, administrators, social workers, activity and dietary staff and one physician.

The theme of the training was “Resident Rights: It’s All about Dignity and Respect.” The majority of the program was presented using Power Point. We will be providing each state with a copy of the packet. If you want the power point presentations, call or email us.

The topics discussed included:

Defining and Reacting to Complaints                            

Ombudsman Program description, Top Ten Complaints, Accepting Criticism and Customer Service, Positive and Negative Ways to Respond

Preventing or Diminishing Complaints

Human Dignity, Call Lights, Loss and Theft, Civil Rights,

Train-the-trainer: Resident Rights, Presentation Ideas (sharing among participants), Evaluating Success

Communicating with Residents, Families and Staff

Resident and Family Councils, Advance Directives (Caring Conversations),

Staff Communications

Project Impact:

People attending this training were asked to evaluate their own behaviors and to take back ideas from the training to share with other facility staff. Therefore, we hope that this training will result in fewer complaints to the Ombudsman Program on dignity and resident rights.

Contact Person:  Carol Scott     State:  MO

Phone Number: 1-800-309-3282   Fax: 573-526-4314  E-mail: scotmwo@dssda.state.mo.us