미국 장기요양 옴부즈맨 프로그램의 현황 및 성과에 대한 문헌연구 = Literature Review on the Current Status and Outcomes of Long-Term Care Ombudsman Program in the United States

다국어 초록 (Multilingual Abstract)

This study reviewed the current status and outcomes of the Long-Term Care Ombudsman Program (LTCOP) in the United States. To summarize, about two thirds of licensed nursing facilities were visited at least quarterly while only one quarter of licensed board and care and similar facilities homes were in 2012. The number of the complaints was 193,650 in 2012 and the decreasing trend in the number of complaints was mainly due to the reduction of staffing. Approximately three quarters of the complaints were resolved to the full or partial satisfaction to older adults living in the facilities. Also, older adults, Ombudsmen, administrators working at the facilities evaluated the program as effective, but studies varied by whether the program had the impact on the state nursing home survey and certification. There was an empirical study supporting the program might have the positive effect on quality of care in the facilities while the program had the weak sanction on the long-term care facilities. A literature review in this area provided the policy and practice implications for the LTCOP in Korea.

국문 초록 (Abstract)

본 연구에서는 미국 장기요양 옴부즈맨 프로그램의 현황 및 성과를 문헌연구를 통해 고찰하였다. 주요 연구결과를 요약하면, 2012년 장기요양 옴부즈맨은 요양시설의 약 2/3를 정기적으로 방문하였으나 요양시설 이외의 노인거주시설에 대한 정기적 방문비율은 1/4 정도에 그쳤다. 고충사항 접수건수는 감소되는 추세를 보이는데 이는 인력의 감소 등에 기인하는 것으로 보이며, 고충사항의 약 3/4 정도는 거주자가 만족스럽게 해결이 되었던 것으로 나타났다. 이 프로그램에 대한 노인의 인지도는 시설에 따라 편차가 큰 것으로 나타났다. 한편 노인, 옴부즈맨, 시설 측에서는 이 프로그램에 대해 대체로 효과적이라고 평가했지만 이 프로그램이 시설에 대한 조사에 영향을 미치는지에 대해서는 연구결과가 일치하지 않았다. 그러나 장기요양 옴부즈맨 프로그램이 서비스 성과에 긍정적인 영향을 미친다는 경험적 근거가 소수 발견되었으며, 옴부즈맨 프로그램이 징계, 경고편지 등의 미약한 수준의 제재 및 처벌에는 효과가 있는 것으로 나타났다. 연구결과에 대한 고찰을 통해 우리나라 장기요양 옴부즈맨 프로그램에 대한 정책적․실천적 함의를 논하였다.

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