Heather McGhee Peggs (former Student Ombuds, current Patient Ombudsman, lawyer, and consultant) is the author of a new article in the Journal of the International Ombuds Association: "Ghosted! Why do Complainants Disappear and What Are the Ombuds’ Responsibilities When This Happens?" She provides insights into why visitors might discontinue services and an overview of some common practices of Ombuds offices in reporting on, and responding to, these situations.
Here is the article abstract:
Ombuds are familiar with this scenario: matters brought to the attention of the office, by webform, email, letter, phone or even fax, where after initial contact the individual simply disappears. The ombuds has been ghosted. Staff may be left wondering and asking, what happened? Did we do something wrong? Did we do enough? Perhaps more importantly, what are we supposed to do now? This article provides insights into why complaints might be abandoned and an overview of some common practices of ombuds offices in reporting on, and responding to, these types of complaints. This article also includes suggestions for assessing an ombuds’ obligations in relation to the underlying concerns and examples from Patient Ombudsman, an ombuds office created by provincial legislation to receive and help to resolve complaints about health care experiences in Ontario, Canada.
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