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13 <br /> (in the case of a guardian or conservator), by power of attorney or other document by <br /> which the resident has granted authority to the representative, or under other applicable <br /> State or Federal law. <br /> 1. Obtain verbal consent by telephone. <br /> 2. How shall we obtain written consent to access records? <br /> a) Follow your program's policies and procedures; where the resident or resident <br /> representative communicates informed consent orally or by using other <br /> technology, document this consent as it occurs. <br /> b) Mail a consent form to the resident, with a pre-addressed, stamped envelope for <br /> return or; <br /> c) Ask staff if they have time to help by receiving a faxed form that they assist the <br /> resident to sign and then fax back. <br /> 3. What about disclosure of resident records or other information? <br /> a. Follow and reinforce your program's policies and procedures regarding disclosure. <br /> b. Obtain verbal consent from the resident and document this consent as it occurs. <br /> c. Mail a consent to disclose form to the resident, with a pre-addressed, stamped <br /> envelope for return or; <br /> d. Ask staff if they have time to help by receiving a faxed form that they assist the <br /> resident to sign and then fax back. <br /> All communications with residents, complainants, others,via e-mail or other methods are <br /> considered Ombudsman programm information and disclosure provisions apply. <br /> F. How to Address Coronavirus Concerns During This Emergency <br /> 1. As applicable, contact by telephone, facility resident council or family council. Be <br /> prepared to answer questions about coronavirus. Follow up on any complaints or <br /> questions that you don't know the answer to. <br /> 2. Obtain the name and contact information for key Resident Council members so you can <br /> contact them. <br /> 3. Obtain a current roster of and contact information of residents <br /> 4. Contact the facility administrator, director of nursing or social worker to see if there are <br /> any new concerns related to COVID-19. Find out about the facility plan and response <br /> during this emergency. Inquire about their communication plans for residents and outside <br /> callers. How will the facility communicate with residents and their family members or <br /> representatives? <br /> S. Document and share any concerns, challenges, or helpful ideas with the State LTC <br /> Ombudsman. <br /> On March 13, 2020, CMS issued a revised Memorandum Ref: QSO-20-14-NH. This memo <br /> includes the following statement regarding resident access to Ombudsman program services: <br /> 4 <br />