The Problem Solving Process: Investigation
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1.  If a family member asks you to investigate a complaint, you must do so even if the resident asks you not to proceed. *
2.  An interviewer should never completely believe or disbelieve everything a person says. *
3.  Information relating to a case must be kept confidential only if the resident asks that it be kept confidential. *
4.  The purpose of a LTCO investigation is to determine whether the complaint is verified and to gather the information necessary to resolve it. *
5.  As an advocate, LTCO are called upon to be respectful, and sometimes even empathetic, to the concerns of the facility. *
6.  In beginning an investigation, the LTCO needs to know if the complainant has taken some action to resolve the problem. *
7.  An interview is a social situation and the relationship between the LTCO and the interviewee will affect what is said. *
8.  A LTCO may review a resident’s financial records only with the administrator’s permission. *
9.  The ultimate goal of the LTCO approach to problem solving is to help staff become more responsive to residents and residents better equipped to directly express their concerns to staff. *
10.  If a LTCO receives a complaint from an anonymous source, the LTCO can disregard the complaint because follow-up will be impossible. *
11.  A LTCO tries to resolve a complaint within the facility before turning to outside agencies unless the LTCO knows the administrator will refuse to act on the complaint. *
12.  If there is an issue between two residents and the LTCO is asked to intervene, the LTCO decides which resident has the stronger case and works to resolve the issue to that resident’s satisfaction without representing the other resident. *
13.  An absence of complaints means that all the residents are receiving quality care or experiencing an acceptable quality of life in that facility. *
14.  A LTCO investigates complaints using the same standard of proof that surveyors and law enforcement officials use. *
15.  Accurately determining the root problem of a complaint is essential to finding a lasting solution. *
16.  Listening for what is not being said is an important part of interviewing. *
17.  If a complaint is not verified, there is nothing more a LTCO can do but to close the case. *
18.  The LTCO’s interview notes need to include the facts and the LTCO’s opinions about the interviewee’s attitude and the accuracy of the statements made. *
19.  LTCO must be able to observe a problem before they can work to resolve it. *
20.  LTCO need to review as many types of documents as possible during an investigation. *
21.  When access to a resident’s records is necessary, an empowerment approach is to suggest that the resident or legal representative ask to review his/her records. *
22.  When a resident has a legal representative with decision-making power, the resident loses the right to participate in decisions about their daily life and care. *
23.  All of the documents that a LTCO may examine during an investigation require permission to access. *
24. Knowing what outcome the complainant wants is important during a LTCO’s investigation. *
25.  The LTCO’s goal in problem solving is achieving satisfaction for residents. *
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