History of Ombuds

The University of Wisconsin School of Medicine and Public Health in Madison ombudsperson is Rosa Garner.

The position of ombudsman was originally created in Sweden in 1809. The Swedish Parliament appointed an ombudsman to resolve difficult problems in the absence of the country's abducted king. Ombud, a common word in the Swedish language, means the people's representative, agent, attorney, solicitor, deputy, proxy or delegate.*

The ombuds concept spread through the Scandinavian nations and, eventually, to countries around the globe. The United Nations views ombuds as an important tool to help protect and promote international human rights and, as a result, many ombuds offices have been established in the governments of third world countries.

In the United States and Canada, ombuds agencies have been created to assist citizens, consumers and employees who wish to address concerns about administrative actions or lack of action. The ombuds function is used in state and local governments, nursing homes, the media, colleges and universities, industry, prisons, and, most recently, in agencies of the federal government.*

Eastern Montana College was the first educational institution in the United States to appoint an ombudsperson (1966). In 1967, Michigan State University became the first major U.S. university to establish an ombuds office. During the period of nationwide campus unrest (the late 1960s and early 1970s), a number of universities established ombuds offices in an attempt to respond to demands for a neutral, confidential and "safe" place to discuss concerns and voice complaints. It is now estimated that more than 200 colleges and universities in the United States and Canada have established ombuds offices.*

Many medical schools in the U.S. began to adopt the ombudsperson role during the last decade. Harvard, Yale and Stanford were pioneers in establishing an ombudsperson for the exclusive use of their medical school communities. In recent years, several public universities opened ombuds offices. The UW Medical School appointed its first ombudsperson in April 1998, under the provisions of the Medical School Faculty Diversity Plan, Phase II. The University of Colorado Health Sciences Center and UCLA Medical Center developed offices on their campuses during the next year. Other private and public universities and colleges have ombuds offices that serve a greater campus community, including a medical school enterprise.

*Excerpts from The University and College Ombuds Association Handbook

The Ombudsman Association Code of Ethics ©1985

The UW School of Medicine and Public Health ombudsperson is a member in good standing of The Ombudsman Association and bases her ombuds practice on TOA's Code of Ethics and Standards of Practice.

The ombudsman, as a designated arbiter, is responsibile for maintaining strict confidentiality concerning matters that are brought to his/her attention unless given permission to do otherwise. The only exceptions, at the sole discretion of the ombudsman, are where there appears to be imminent threat of serious harm.

The ombudsman must take all reasonable steps to protect any records and files pertaining to confidential discussions from inspection by all other persons, including management.The ombudsman should not testify in any formal judicial or administrative hearing about concerns brought to his/her attention.

When making recommendations, the ombudsman has the responsibility to suggest actions or policies that will be equitable to all parties.

The Ombudsman Association Standards of Practice ©1985

The mission of the organizational ombudsman is to provide a confidential, neutral and informal process which facilitates fair and equitable resolutions to concerns that arise in the organization. In performing this mission, the ombudsman serves as an information and communication resource, upward feedback channel, advisor, dispute resolution expert and change agent.

While serving in this role:

1. We adhere to The Ombudsman Association Code of Ethics.
2. We base our practice on confidentiality.
   • Any data that we prepare should be scrutinized carefully to safeguard the identity of each individual whose concerns are represented.
   • Publicity about our office conveys the confidential nature of our work.
3. We assert that there is a privilege with respect to communications with the ombudsman and we resist testifying in any formal process inside or outside the organization.
   • Communications between an ombudsman and others (made while the ombudsman is serving in that capacity) are considered privileged. Others cannot waive this privilege.
   • We do not serve in any additional function in the organization which would undermine the privileged nature of our work (such as compliance of officer, arbitrator, etc.)
   • An ombudsman keeps no case records on behalf of the organization. If an ombudsman finds case notes necessary to manage the work, the ombudsman should establish and follow a consistent and standard practice for the destruction of any such written notes.
   • When necessary, the ombudsman's office will seek judicial protection for staff and records of the office. It may be necessary to seek representation by separate legal counsel to protect the privilege of the office.
4. We exercise discretion whether to act upon a concern of an individual contacting the office. An ombudsman may initiate action on a problem he or she perceives directly.
5. We are designated arbiters and remain independent of ordinary line and staff structures. We serve no additional role (within an organization where we serve as ombudsman) which would compromise this neutrality.
   • An ombudsman strives for objectivity and impartiality.
   • The ombudsman has a responsibility to consider the concerns of all parties known to be involved in a dispute.
   • We do not serve as advocates for any person in a dispute within an organization; however, we do advocate for fair processes and their fair administration.
   • We help develop a range of responsible options to resolve problems and facilitate discussion to identify the best options. When possible, we help people develop new ways to solve problems themselves.
   • An ombudsman should exercise discretion before entering into any additional affiliations, roles or actions that may impact the neutrality of the function within the organization.
   • We do not make binding decisions, mandate policies or adjudicate issues for the organization.
6. We remain an informal and off-the-record resource. Formal investigations - for the purpose of adjudication - should be done by others. In the event that an ombudsman accepts a request to conduct a formal investigation, a memo should be written to file noting this action as an exception to the ombudsman role. Such investigations should not be considered privileged.
   • We do not act as agents for the organization and we do not accept notice on behalf of the organization. We do always refer individuals to the appropriate place to make formal notice.
   •  Individuals should not be required to meet with an ombudsman. All interactions with the ombudsman should be voluntary.
7. We foster communication about the philosophy and function of the ombudsman's office with the people we serve.
8. We provide feedback on trends, issues, policies and practices without breaching confidentiality or anonymity. We identify new problems and we provide support for responsible systems change.
9. We keep professionally current and competent by pursuing continuing education and training relevant to the ombudsman profession.
10. We will endeavor to be worthy of the trust placed in us.