The Ombudsman Program addresses concerns about the quality of long-term care services and negotiates for the solution of problems that arise between providers and consumers of long-term care services.  The Ombudsman investigates complaints confidentially, advocates for client’s rights, and negotiates with service providers to resolve problems to the client’s satisfaction.

The Ombudsman Program serves consumers of long-term care services, including the residents living in 23 nursing homes, 2 county homes, 11 adult care facilities, 13 adult foster homes, 4 residential care facilities, home care clients and other interested parties in the eight county area.

Advocacy is a core service of the Ombudsman Program.  The ombudsman and volunteers advocate for consumer rights, services and choices.   The Ombudsman advocates for the consumer’s right to live in environment that supports the highest possible quality of life and well-being.  The Ombudsman is also involved in advocating for needed improvements in state and federal legislation and policies that impact consumers of long- term care services and senior citizens.  This past year we have been advocating on both the state and federal level to improve the staffing standards in nursing facilities.  We have circulated petitions for signatures to constituents in our 8 county area and have forwarded the petitions to our legislators and to national advocacy centers. These petitions call for increased staff to care for our frail elders who live in nursing homes. 

In addition to advocating for increased staffing in nursing facilities, we have targeted our outreach efforts to consumers receiving home and community based care.  We  focused on PASSPORT, Title III, congregate and home-delivered meal clients.

General Information about long-term care and referrals to appropriate agencies are other core services provided by the Ombudsman Program.  The Ombudsman provides public information on long-term care and benefits, powers of attorney, living wills, placement and service assistance, as well as consultations with service providers.

Over the past year, the Ombudsman staff spent  41 % of reportable time investigating complaints,  50 % on advocacy activities and 9% of the time providing general information.   Volunteer contributions accounted for 20% of the advocacy and general information hours over the past year.

Volunteerism continues to be the focus of  the Program to expand consumer awareness of the program and consumer rights.  Recruitment efforts are ongoing in attempt to have Volunteer Ombudsman coverage in all of the nursing homes in our area.  Trained, certified volunteers provide a regular presence and increased advocacy efforts in the facilities they visit.