In accordance with Section 16 of the North Rhine-Westphalia Housing and Participation Act (WTG NRW), volunteers are to be appointed as ombudspersons. They can act as mediators in disputes between users of housing and care services or their relatives and the relevant service providers on request.

The City of Bonn has had two experienced ombudspersons, Bärbel Makowsky-Rohe and Prof. Laurenz Mülheims, in place since April 2015. Both were confirmed as ombudspersons for a further five years by the Bonn City Council in spring 2023.

The two ombudspersons look back on their work in the past years 2021 and 2022 as follows

"When people come together, there is not only harmony, but also disputes; that is completely normal. Disputes are important and good. It shows us what divides us and offers the opportunity to do things differently, or even better, tomorrow. This also applies to youth, retirement and care facilities.

As ombudspersons for the city of Bonn, we have of course still seen the coronavirus issue in 2021/22 in our attempts to settle one or two disputes, but with fewer conflicts than in the first phase of the pandemic due to the vaccination options available, among other things. At the center of most conflicts are questions about quality, especially care. What is being discussed in terms of social policy (demographic change; shortage of skilled workers; training/qualification; finances) is something we see in practice "on the ward". We see care teams doing everything imaginable beyond their limits, with diminishing resilience and relatives of care recipients, some of whom are unhappy to have to place their mother or father in a facility because they can no longer cope at home, and then demand optimum quality and more in the facility. Yes, and then it sometimes comes to blows - and then it's there: a role-based dispute. And it is precisely the role that makes it so difficult to resolve a dispute and reach a compromise. The trick is to take a step back from your role and at the same time take a step towards the other person.

One thing is clear: at its core, it is always about the well-being of the residents, the people who need care. They not only have the right to good conditions and good care, but also to good cooperation between all those involved. In short, it's about highly qualified care in harmony with everyone. And that's what we all want. Nevertheless, the next dispute will come and is waiting for a solution - that's what we're here for."

If you also find yourself in a situation in which ombudsperson support could be helpful, Ms. Makowsky-Rohe and Prof. Mülheims will be happy to take the time for you.