Volunteer ombudsmen in the nursing home: Obstacles to retention

Abstract

This research investigated facets of the volunteer ombudsman's role as related to orientation, performance, and satisfaction. The status of the volunteer, whether active or inactive, and their perceptions of barriers to ongoing participation was examined. The majority of the volunteers identified their primary orientation as that of therapeutic supporter, a friendly visitor who provided emotional support to residents. This type of volunteer was more likely to remain in the program longer than the other orientations of advocate or mediator. Former volunteers reported more resistance from nursing home staff, had significantly less success in resolving issues, felt their needs as volunteers were overlooked, and received less continuing training. These former volunteers were far less likely to recommend volunteering in the ombudsman program to their friends or family. Since volunteer programs depend upon a positive or at least neutral experience from participants, recruiting and retaining participants remains problematic.