The Problem-Solving Process: Resolution
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1.  LTCO analyze the information collected during an investigation to determine the root of the problem, consider potential solutions, obstacles, and ways to overcome the obstacles. *
2.  In achieving resolution to a problem, it is important that the solution “fixes” the problem. *
3.  If a LTCO cannot achieve a satisfactory resolution, there is nothing else that can be done to address the problem. *
4.  Using the care planning process, resident councils, or family councils to resolve a problem may be an effective way for a LTCO to resolve a complaint. *
5.  Each LTCO needs to identify the resolution strategy that is most comfortable and stick with it in every situation. *
6.  In addition to complaint resolution at the facility level, LTCO also engage in systems advocacy to change policies or laws affecting large numbers of residents. *
7.  It is more important to resolve a problem quickly than to keep the resident informed of your actions. *
8.  In a negotiation, LTCO never “give up” an outcome if it is a matter of law and regulation. You negotiate how a residents’ right will be met, not if it will be met. *
9.  In negotiations, LTCO must remember they are representing the resident and know what solutions are acceptable to the resident if the resident is not present. *
10.  If a complaint cannot be resolved at the facility level, it may be necessary to use adversarial strategies to correct the problem. *
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.  LTCO do not work on complaints that are not against the facility. *
13.  If a LTCO suggests self-advocacy to a complainant, the LTCO is being lazy and trying to avoid opening a case. *
14.  If there is a lack of trust among the parties who are meeting to resolve an issue, a resolution to the problem cannot be obtained. *
15.  Before resolving a problem, it is very important to understand what the complainant wants as an outcome. *
16.  After a resolution has been achieved it is important for LTCO to follow-up with the complainant. *
17.  Achieving a “win win” solution based on shared interest is a good technique if the outcome is what the resident wants. *
18.  Serving as an impartial mediator is the role a LTCO uses most frequently in resolving problems. *
19.  Knowing what community resources are available to assist residents can be helpful in resolving problems. *
20.  An important part of the work of a LTCO is to achieve long-range goals for improving the long-term care system. *
21.  An advocate is committed to striving for and asserting the expressed interest of an individual or group. *
22.  Giving providers clear reasons to change their minds, stating reasons that are important to them, may assist in agreeing on a resolution. *
23.  To achieve resolution, it may be helpful to encourage an authority figure to fulfill his/her public trust responsibilities. *
24.  Some adaptations of the resolution approaches may be necessary when working in board and care or assisted living facilities. *
25.  It is important in resolving problems to have only one acceptable solution and to stick with it. *
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