Nursing home administrators' views of volunteers' work in an ombudsman program

This research investigated nursing home administrators' (NHAs) perceptions of visits of volunteers in an ombudsman program in relation to effectiveness and satisfaction. Unlike placements of other volunteers made at the behest of organizations, visits of volunteer advocates, which may be mandated and include evaluative assessments of care, usually do not occur at the invitation of NHAs. Yet, outcomes for administrators are not often studied. Despite research showing stress attributed to interaction with state agencies, questionnaire data from 196 NHAs indicated that more contact between volunteers and NHAs was associated with perceptions of greater effectiveness and satisfaction. Those who found visits infrequent and with little impact rated the work of volunteers as less effective and were less satisfied. Qualitative data describe unexpected benefits of visits that were internal and external to the facilities.