Long-Term Care Ombudsman

What is a long-term care ombudsman program?

The long-term care (LTC) ombudsman program is authorized by the Older Americans Act (OAA).

• Each state office has a full-time LTC Ombudsman who manages the statewide program.
• Ombudsmen serve the needs of individuals and advocate for system-wide improvements.
  • They represent the needs of people like your loved one with state agencies and committees.
  • They help to write laws and procedures to protect the health, safety, and interests of people living in LTC settings.
  • They make sure that people like your loved one have timely access to their services.

Each state has a program that prepares volunteers to:

• Provide information about finding a facility for your loved one.
• Help you identify and locate quality care.
• Work with you on resolving your loved one’s complaints about the facility where they live or are receiving care.

What is the role of an ombudsman in a long-term care facility?

The role of an ombudsman can affect care within a facility. This can include enriching life within a facility by involving the community. The ombudsman does this by:

• Working to resolve complaints made by or on behalf of residents like your loved one.
• Educating long-term care staff:
  • About resident rights and the role of the ombudsman.
  • How to provide good care.
• Offering information for you and others in your community about:
  • Identifying quality care, or knowing when there is a concern with your loved one’s care.
  • Becoming part of a facility’s family council.
  • Promoting community interest in being part of LTC activities.
  • Residents’ rights and state laws for LTC facilities.
• Advocating for changes that improve quality of care and life for residents like your loved one. This may include:
  • Promoting individual and group activities within a facility.
  • Encouraging an increase in healthy snacks.
  • Assuring that a resident and family council group has input on safety policies.

How to contact my state’s long-term care ombudsman program?

Each state’s LTC ombudsman program welcomes your call or email. You may get contact information for the Long-term Care Ombudsman Program (LTCOP) in your loved one’s state through the National Consumer Voice for Quality Long-Term Care.