Ombudsman Spotlight

Veronica Paxton – Region 2B

How long have you been an ombudsman?

I am going on 4 years of being an ombudsman. Time does fly very quickly.

What made you want to become an ombudsman?

I came from the case management world and worked with my Regional Ombudsman on some cases in my role as case manager. I got to see how an ombudsman takes on a different role and is more involved with the residents. I like that an ombudsman was involved and cared about what the residents were going through and wanted to help resolve everyday issues. I wanted to have a connection with residents more than just a phone call or one visit.

What has surprised you the most in being an ombudsman?

I thought that I would be working alone in this position. I am not, I have a team that helps in offering different suggestions, brainstorming, education, praising and supporting my growth as an ombudsman. Another thing that has surprised me are the connections that I have built with residents and how it hurts when they pass away.

What do you most enjoy about being an ombudsman?

The residents are what keeps me doing this role. I have met sweet, ornery, quiet residents, and those that have a lot of issues, but I see them as a person and treat them like I would want someone to treat me in that situation. I give the residents a chance to talk and say what is on their mind, sometimes they don’t know who they can talk to. Another thing I enjoy is the comradery that I have with my Regional Ombudsman and other ombudsman in my region. I feel that I am not alone in this crazy role and that we all can relate to whatever is going on.

Tell us the top 2 or 3 positive changes that you are working to achieve in the communities that you serve.

One thing that comes to mind is food. Food is the number one thing for residents besides activities. Attending food forums/committees to get an understanding of issues and how the kitchen listens to the residents. Then working with the care staff and servers to work on communication between the two departments.

Working on trying to get Resident Council presidents in certain communities that don’t have one. Talking to different residents to encourage them to be president or vice president and explain how Resident Councils work.

Do you have a favorite quote that inspires you in your work as an advocate?

For me personally would be from an Adam Sandler movie The Waterboy, “ You can do it”. I say that to myself as a pep talk to get me motivated to do something that may be difficult.