Damdawi inah rawngbawlna i dawnah i lungawi lo em ni? Tichuan he "Ombudsman" hi tu nge a nih i zawng chhuak ang u!

Nangmah emaw, i hriat mi emaw chu damdawi inah awmin han mitthla teh... Harsatna i neih emaw, i enkawlna emaw, thawktute’n an enkawl danah emaw i lungawi loh chuan engtin nge i tih? A chang chuan tu hrilh tur nge tih tur i hre lo a ni lawm ni? Hetiang hunah hian "Ombudsman" chu i tanpuitu tur leh i aw ngaithlatu tur che a ni. Vawiin hian he mi pawimawh tak hi han sawi ila.

"Ombudsman" chu tu nge ni? He thumal hian eng nge a awmzia?

A hmasa berah chuan "Ombudsman" tih thumal hi a takah chuan Swedish tawng atanga lo chhuak a ni. ‘Representative’ emaw ‘midang hmaa ding’ tihna mai a ni. Ngaihtuah teh, hun rei tak kal ta, kum 1800 chho vel khan Sweden ramah khan mi bik pakhat chu sorkar hotu sang tak takte laka mipuiin complaint an dawnte chhui chiang tur leh inrawlh turin an ruat a. Chuvang chuan a hming atan "Ombudsman" tih hming hi an hmang hmasa ber a ni.

Mahse tunah chuan "Ombudsman" tih thumal awmzia leh a dinhmun a zau chho ta hle mai. Tunah chuan sorkar official-te chungchang chauh a ni lo va, damdawi in, sumdawnna lian, bank, leh university ang chi institution tam tak chuan an client emaw hnathawk emaw hnen atanga lungawi lohna, harsatna leh dik lohna te chhui leh inrawlh turin "Ombudsman" an hmang thin. Khawi hmunah pawh awm se, heng mite hian an tih tur chu mahni inrintawkna neia complaint awmte chhui a, buaina chinfel tum hi a ni.

Hmun thenkhatah chuan heng mite hi ``Ombuds'' emaw ``Ombudsperson'' emaw an ti thin. Mahse a hming chu eng pawh ni se, an service pek dan hi a tam zawk chu a inang vek a ni.

Chuti a nih chuan, damdawi in "Ombudsman" hian eng nge a tih tak tak?

A awlsam zawngin sawi ila, he damdawi in "Ombudsman" hi damdawi inah enkawlna i dawn emaw, damdawi in atanga service i dawn emaw avanga harsatna, harsatna leh lungawi lohna hrang hrang lo awm thinte chinfelna tura puitu a ni. I aw ngaithlatu leh i tan ding chhuaktu a ni tih hi a dik hle ang . Hospital enkawltu emaw, a kaihhnawih department emaw nena inzawmna siamtu angin hna a thawk a ni.

Ngaihtuah teh, hriattirna dik tak i dawng lo niin i inhria a, a nih loh leh i enkawlna quality-ah harsatna i nei a ni. Doctor emaw, nurse emaw, staff dang emaw chuan i duh loh zawngin a bia che a ni mai thei. I ngaihtuah lo niin i hria. Chutiang dinhmunah chuan he "Ombudsman" hian a pui thei che a ni. I lam hawi thu chu a ngaithla ang a, a tul chuan damdawi ina mi dangte hnenah chipchiar zawkin zawt la, buaina chinfel dan tur zawng turin a pui ang che.

Eng ang thil nge "Ombudsman" hnen atangin tanpuina kan dawn theih ang?

Heng thilte hi i chungah a thleng tawh em tih en la, a thleng thei ang tih i ngaihtuah em tih en rawh:

• Inbiakpawhna lama harsatna awmte:Hei hi a hluar hle. Entirnan, thil pakhat i hnena sawi dan emaw, sawi loh thil emaw chuan i enkawlna emaw, i thil tawn pum pui emaw a nghawng a nih chuan. I hriatthiam theih ṭawngkam hmanga sawifiah a ni lo pawh a ni mai thei.
• Thu hriat harsa: I damdawi lam dinhmun, enkawl dan leh damdawi chungchanga hriat tur tul i dawn loh chuan.
• Enkawlna quality: Service i dawn chungchangah rinhlelhna emaw, tlin lohna emaw i neih chuan. "Hei hi a tha zawkin tih theih a ni ang, a dik em?"
• Hriselna neia inhriatna: Enkawlna i dawn laiin engtiang chiahin nge him tih i hriat. Environment thianghlim lo ang maiin i inhriat pawh a ni mai thei.
• Chhanna hun leh tihkhawtlai: Service dawn emaw, chhanna dawn emaw a tul lo taka tihkhawtlai a awm chuan. Damdawi dawng tur chuan line-a rei tak i nghah a ngai a nih chuan, emaw, doctor hmu turin rei tak i nghah a ngai a nih chuan.
• Damdawi hman dan emaw, natna tihdam emaw: Hemi chungchanga zawhna i neih chuan. I natna atanga chhanchhuahna tling lo anga i hriat chuan.
• Appointment emaw service dang emaw lak harsat.
• I enkawlna nena inzawm thil eng pawh chungchangah lungawi lohna, dik lohna emaw, hriatfiahna i mamawh thil emaw i nei a ni.

I hria em, healthcare hi thil buaithlak leh buaithlak tak a ni fo thin. Mi zawng zawngin theihtawp chhuah mah se, a chang chuan doctor emaw, thawktu emaw hnen atanga i beisei angin thil a tlachham thei a, tihsual a awm thei bawk. A pawimawh ber chu hetiang hunah hian i thlawp theih dan tur leh i thusawi theih dan tur a awm tih hriat hi a ni. I aw chu tihmualpho a ngai lo.

Engvangin nge doctor nen direct-a inbiakna ai chuan "Ombudsman" kan zawn a ngaih?

Hei hi zawhna tha tak a ni. A châng chuan, doctor emaw, staff member emaw, harsatna neite chu direct-a inbiakna hmangin i chinfel theih a ni. Chu chu a tha ber a ni. Entîr nân, Damdawi in aṭanga chhuahtir i ni tawh a, mahse in lama i haw hunah hliam enkawl dân emaw, i damdawi ei dân emaw chu i hre chiang lo ang tih han ngaihtuah teh. Tichuan doctor office emaw, ward-a nurse emaw phone-in i zawt hmasa thei ang. Chu chuan buaina chu a chinfel sak mai thei.

Mahse, i mamawh chhanna i dawng lo nia i hriat a nih chuan, emaw, i thusawi hnuah pawh thil awmdan a danglam lo nia i hriat chuan, a dawt leh tur chu "Ombudsman" biak hi a ni.

A châng dangah chuan, buaina chungchânga buaipuitu nêna inbiakna neih chu i harsat phah thei a, a nih loh leh i pawm lo mai thei bawk. Entîr nân, i hnam, sakhua, mipa leh hmeichhia, kum, etc. avânga mi pakhatin a danglam emaw, zah lohna emaw a cheibâwl che nia i hriat chuan, chu mi nêna inhnial ai chuan, chu dinhmun chu chhuahsan thuai i duh mai thei. Chutiang hunah chuan Ombudsman nen inbiakna neihpuiin, a hnua i tih tur chu i rel thei a ni. Thuruk hmangin a pui ang che.

Engtin nge damdawi inah "Ombudsman" ka hmuh theih ang?

Damdawi in i kal hian damdawi in "Ombudsman" chungchang ziakna brochure i dawng ngei ang. A nih loh leh, damdawi in notice board-ah an inziak thei bawk. Mahse "Ombudsman" tia koh an ni ngai lo mai thei. "Patient experience officer", "patient representative" emaw "patient advocate" emaw tia sawi theih an ni. Mahse, i biak theihna tur phone number, lehkha thawn theihna tur address emaw, email address emaw an nei tur a ni. Office pawh an nei thei a, chutah chuan direct-in i tlawh thei bawk.

Chutiang handout i dawn loh chuan, emaw, he officer hi engtin nge i zawn theih ang tih i ngaihtuah thiam loh chuan lungngai suh. Hospital phone number lian ber call la, zawt la, a nih loh leh receptionist hnenah zawt rawh. "Ombudsman" emaw chutiang chi officer emaw office-ah an hruai ang che.

Engtin nge "Ombudsman" chuan i harsatna chinfelna kawngah a puih theih ang?

Hospital "ombudsman" chuan mi dangte ngaihdan nei lo, neutral third party angin hna a thawk a . Chu chu damdawi inah emaw, nangmah emaw a bias lo tihna a ni. A tum ber chu buaina chinfel dan dik zawng chhuah a ni. I damdawi lam thilte enkawl turin a awm reng a ni. A tlangpuiin, i harsatna chu kar khat emaw, kar hnih emaw chhungin chhanna emaw, chinfel emaw i beisei thei a ni. A tih tlangpui chu hetiang hi a ni:

• A hmasain, a be ang che a, i lungkhamna leh buaina chu eng nge ni tih ngun takin a ngaithla ang che. I thlirna a\angin thil awmdan chu hriatthiam tumin theihtawp a chhuah ang. Hei hi i rilrua awm zawng zawng hrilh theihna hun tha tak a ni.
• Tichuan, thil thleng chhui chian lehzual turin phalna a dil ang. I phalna lo chuan i medical record a en thei lo va, midangte hnenah chipchiar takin a zawt thei lo bawk.
• I enkawlna kawnga inhnamhnawih midang (doctor, nurse, leh thawktu dangte ang chi) te chu zawhfiah la , thil chiang zawk hriat duh chuan.
• A tul chuan i medical record leh document dangteCheck leh en ang.
• Tichuan, a thil hmuhchhuahte chu a hrilhfiah ang che a, a chinfel theih dan tur a sawipui ang che. A châng chuan, amah ngeiin buaina chu a chinfelsak ang che, nang leh a kaihhnawih party inkara sawihona (mediation) pawh a ruahman mai thei.
• A tawp berah chuan thil tawn zawng zawng, complaint, action lak leh resolution zawng zawng chu documented a ni. Hei hian hospital enkawltute chu nakin lawkah hetiang thil hi a thleng leh tawh loh nan leh service lama hmasawnna tur hmunte a hriat theih nan a pui a ni.

A pawimawh ber chu "Ombudsman" chuan harsatna neia a hnena lo kal apiang tan he kalphung hi a zawm vek a ni. Zahawm tak leh thuruk takin a enkawl che a ni.

Tin, an hna chu mi nena direct-a thawhhona mai a ni lo. Hospital management hnena report pek tur buatsaih pawh an mawhphurhna a ni. Mahse, chu report-ah chuan i hming emaw, i hriat theihna tur thu dang emaw a tel lo. Chu ai chuan, miten complaint an siam chi hrang hrang leh enkawlna kawng hrang hranga an lungawi loh thu tlangpui an pe zawk a ni.

Heng thu zawng zawng hian hospital-a senior staff-te chu mi zawng zawng tana service tihchangtlun nan a pui a ni. Chumi awmzia chu i harsatna chungchang i sawi hian nangmah tan chauh i advocate a ni lo va, midang leh nakin lawka service dawng turte pawh i tanpui tihna a ni!

"Ombudsman" nena kan inbiaknaah eng ang thu nge kan pek ang?

I duh angin detail i pe thei . Thil sawi nuam lo i nih chuan sawi loh tur dikna i nei a ni. Mahse, detail i pek tam poh leh "Ombudsman" tan chuan buaina chu hriatthiam a awlsam zawk ang a, a chinfelna kawngah a pui ang.

I harsatna chungchang i sawi avangin thil tha lo tak i chungah a thleng ang tih hlau suh (inthliarna, chhan awm lo taka enkawlna tihkhawtlai ang chi te). Thu sawi leh phunnawi theihna i nei a ni.

"Ombudsman" nena in inhmuh hunah, hetiang ang information engemaw zat inpeih reng chu a \angkai hle ang:

• Thil thleng ni (ni) leh hun (te) (a dik thei ang bera).
• A inrawlhtute hming (i hriat reng chuan an dinhmun nen).
• Eng thil chiah nge thleng ? Fiah taka sawi tum ang che, a thlen dan tur angin. I ziak chhuak thei a, i hruai thei a nih chuan a tha zawk ang.
• Enkawlna dawngtu i nih loh chuan, enkawltu hming leh pian ni, leh i thusawi chu an chungah a thleng dawn a ni.
• He thubuai hi chinfel a nih chuan eng nge thleng ang tih i ngaihtuah ? (e.g., ngaihdam dilna dawn a nih chuan, sawifiahna pek a nih chuan, kalphung tihdanglam a nih chuan, a nih loh leh compensation beisei a nih chuan.)

I thil tawn a thil tha lo thlengte pawh i sawi chhuak thei bawk."Ombudsman" hnenah hrilh rawh. Doctor emaw, staff member emaw, a bîk takin i ṭanpuitu emaw, i thil tawn ṭha zâwk titu emaw kha han ngaihtuah teh. Hrilh hreh suh. Thil thate tarlan hian damdawi in enkawltute chu thil kal ṭhat, tihchangtlun ngaite an hriat theih nân a ṭanpui a, hna ṭha thawktute pawh an hriat theih nân a ṭanpui bawk

Thil pakhat hriat reng tur: Midang aiawha "Ombudsman" i biak a nih chuan, (a bik takin ram dangah, entirnan, United States of America dan hnuaiah) "Ombudsman" chuan enkawlna dawngtu nen direct-a inbiakna neih a ngai a ni. Tin, damlo hnen atangin ziaka phalna i la tur a ni a, chu chu i chhui chiang tur a ni a, chu mi damdawi lam chanchin chu i sawipui tur a ni. Sri Lanka-ah pawh damlote privacy leh confidentiality enkawl hi a pawimawh hle.

Hun rei tak enkawlna service-a "Ombudsman" chu tu nge ni?

Hei pawh hi a niche deuh a, mahse hriat a hlawh hle. ‘Long-term care ombudsman’ chu nursing home, senior home, leh assisted living facility-a residential care setting-a enkawlna dawngtu mipuite dikna chanvo humhimtu a ni. Mite chu in lama enkawlna dawng turin an rawt bawk (e.g., home health aides hnen atangin).

Ram thenkhat, United States ang chiah ah chuan state tin hian hun rei tak enkawltu leh an hmangaih tak takte complaint te buaipui turin "ombudsman" program an neih a ngai a ni.

Hun rei tak enkawlna dawngtu i nih chuan, emaw, i hriat mi pakhat chu i awmna hmuna "Ombudsman" emaw, chutiang pawl emaw nen inbiain i ngaihtuahnate chu i sawipui thei reng a ni. Hengte hi i hrilh theih tur thil thenkhat chu hetiang hi a ni:

• Thil tihduhdahna chi hrang hrang: tawngkam, taksa lam, rilru lam, sum leh pai lam emaw, mipat hmeichhiatna lam emaw pawh a ni thei.
• Ngaihsak loh: Mimal faina ngaihsak loh te, ei leh in tur leh damdawi mamawh indaih lohna te.
• Thil tih dan him lo emaw, boruak emaw.
• Mi dikna emaw, mimal zahawmna emaw bawhchhiatna.
• Ram thenkhatah chuan ``Medicaid'' emaw ``Medicare'' emaw ang chi hamthatna chungchanga thil awmte chu a kaihhnawih service nena inzawm a ni. (Sri Lanka ramah hian hengte hi direct-a awm lo mah se, chu ramte social security system nena inzawm thilte chu he category-ah hian a tel a ni).

I "Ombudsman" chuan thil awmdan chu a enfiah ang a, chu chu chinfel dan tur i neihte chu a sawifiah ang.

Mimal complaint an buaipui bakah hian long-term care "ombudsmen" te hian hna dang tam tak an thawk bawk. Entir nan:

• Mipui leh thawktute chu mipuite dikna chanvo chungchang zirtirna pek an ni.
• Khaw mipuite chu an mamawh resources te hriattir an ni.
• Hun rei tak enkawlna kawng eng nge awm tih leh an duh ber thlan dan tur mipui zirtir.

Sri Lanka ramah chuan tarte chenna in emaw, chutiang ang chi enkawlna hmun emaw-ah harsatna a awm chuan sorkar institution thenkhat (e.g., National Elderly Secretariat, Divisional Secretariats) complaint tur leh chhui tur a awm a. Chuvangin hetiang hmunah hian dik lohna a awm a nih chuan a kaihhnawih department-te hnenah hriattir theih a ni.

Engtin nge mi pakhat chu "Ombudsman" a nih theih?

Damdawi inah hian ombudsman nih theihna kawng khat chauh a awm lo. Hnam hrang hrang atanga lo kalte chuan he hna hi an thlang thin. Ṭhenkhat chuan nursing, social work, law, a nih loh leh counseling lama tawnhriat an nei thei a. Hetiang ti tur hian degree bik i mamawh lo. Mahse heng thilte hi tha taka i tih theih chuan ombudsman tha tak i ni mai thei:

• Harsatna chinfel thiam leh thil siam chhuah, hmantlak solution zawng thiam i nih chuan .
• Lainatna nen kan ngaithla thei a nih chuan, engmah rorelna awm lovin .
• Mi hrang hrang (damlo, chhungte, doctor, staff) te nena inbiakpawhna leh inbiakna tha tak neih theihna .
• Dawhthei tak, mi dangte ngaihsak lo, leh rintlak i nih chuan .

International organization thenkhat, entirnan International Ombuds Association (IOA) te chuan Certified Organizational Ombuds Practitioner (CO-OP®) ang chi certification an pe thin. Mahse, hei hi hmun tinah tih ngei ngei tur a ni lo. A pawimawh ber chu midangte tanpui duhna leh a tul anga thiamna neih hi a ni.

A tawp berah chuan i hriat reng tur pawimawh ber berte

Chuvangin, "Ombudsman" chuan i aw a tichak thei a ni. Tichuan damdawi inah harsatna emaw, dik lohna emaw i neih hunah ngawi reng leh mahni chauha inhriat a ngai tawh lo. Healthcare-a thil harsa tak takte an hriatthiam avangin i harsatna tawhte chu chhan let turin an inpeih a, a chinfel dan tur zawnga pui turin an inpeih reng a ni.

I ngaihsak loh vang emaw, enkawlna chungchangah chiang taka hriat a nih loh vang emaw, service dawn a tul lo taka tihkhawtlai a nih vang emaw pawh a ni thei. Eng thubuai pawh ni se, i sawi chhuah te hi a pawimawh hle. Tin, damdawi in enkawl dan tha chuan i thil tawn tihchangtlun leh service tihchangtlun hi a ngaihven reng bawk. I feedback hi a hlu hle mai.

I "Ombudsman" emaw, chutiang hna thawktu official emaw chu biak hreh suh, beisei anga kal lo dinhmun chinfel nan eng option nge i neih tih hriat tumin.Enkawlna tha ber dawng turin dikna i nei vek a, i ngaihdan sawi chhuah theihna tur, i lungawi lohnate air theihna tur dikna i nei vek a ni. Nangmah chauh i ni lo, tanpuina dil pawh hlau suh!

` Ombudsman, Damdawi In, Damdawi In rawngbawlna, Damlo dikna chanvo, Complaint, Health Service, Damdawi lam thurawn