ombudsman program crossword

5. can be subtle or obvious
7. not influenced by personal opinions, interpretations, emotions or judgements
11. a federal insurance program run by CMS for those who have paid into the program.
13. open to different interpretations
14. the most common payer source for nursing facility residents
15. the most frequently used method of gathering information
19. confirmation that most or all facts alleged by the complainant are likely to be true
21. failure to protect a resident from harm or failure to meet needs for essential medical care, nutrition, hydration, hygiene, clothing, basic activities of daily living or shelter
23. provide the tools, encouragement and assistance to promote resident self-advocacy
27. to make known or public; to expose to view
28. occurs when action is needed by another agency
29. expression of dissatisfaction or concern

1. the final resolution or outcome of a complaint
2. keeping all information about a resident and a complaint private
3. a set of moral principles
4. begins after treatment of the disease has stopped and when it is clear the person is not going to survive the illness
6. receive problems, concerns and complaints
8. collect information from interviews, observations and records
9. one who speaks on behalf of another
10. a planned discussion to resolve an issue in a way both parties find agreeable
12. must have a minimum of one complaint
16. an individual of any age who resides in a long-term care facility
17. person who appears to have caused abuse, neglect or exploitation
18. Older Americans Act
20. any willful mistreatment of residents by facility staff, resident representative, family/friend, other residents, or an outside individual
22. the ability to make and communicate an informed choice
24. individual who requests Ombudsman program complaint investigation services
25. proceed with implementing the agreed-upon plan of action
26. determine if complaint is generally accurate and if further action is needed