The answer: “Borrowed from the Swedish, this word means ‘representative.’ They were originally appointed to investigate complaints against government officials and agencies.”

{Sound of buzzer} Lisa: What is “Ombudsman?”

Hello, and welcome to Late Life Insights: A series of short, informational pieces on all things aging. I’m Dr. Lisa Rill, your friendly social gerontologist and Executive Director of Senior Life Source. Today’s topic is the Long-term Care Ombudsman Program.

Let me begin by saying that a person living in a long-term care community maintains the same rights as an individual in the larger community. The Ombudsman Program was created to ensure those rights are protected.

In general: Ombudsman programs help individuals, family members, and others understand residents’ rights and support residents in exercising their rights guaranteed by law. Under the federal Older Americans Act (OAA) every state is required to have an Ombudsman Program that addresses complaints and advocates for improvements in the long-term care system. The program is administered by the Administration on Aging (AoA)/Administration for Community Living (ACL).

More specifically: Long-term care Ombudsmen are advocates for individuals living in nursing homes, board and care homes, and assisted living communities. The Office of the Ombudsman works independently as an intermediary to provide individuals with a confidential avenue to address complaints and resolve issues. The mission of the Long-Term Care Ombudsman Program is to provide a neutral standpoint and advocate for the rights of people living in long-term care communities with the goal to ensure their dignity, quality of life, and quality of care.

Individuals living in nursing homes have rights that are guaranteed by the federal Nursing Home Reform Law. The law requires nursing homes to “promote and protect the rights of each resident” with emphasis on individual dignity and self-determination. Most nursing homes participate in Medicare and Medicaid, and therefore must meet federal requirements, including residents’ rights.

Examples of violations investigated by an Ombudsman include:

• Physical, verbal, or mental abuse
• Deprivation of services, such as inadequate hygiene
• Improper discharge/transfer from the long-term care community
• Inappropriate use of chemical/physical restraints

In addition to resolving complaints, an Ombudsman can also educate consumers about residents’ rights and other policy issues related to long-term care, promote the development of resident/family councils, provide training for long-term care staff, and encourage community involvement through volunteer opportunities.

*All Ombudsman services are provided for free, and all complaints are confidential.

The take-away

The Ombudsman Program can be a valuable resource especially for family members who live long distances from their loved ones and can’t visit regularly. It is important for you and your loved one living in a long-term care community to know the residents’ rights and where to go if those rights have been violated.  

For more general information visit:  https://ltcombudsman.org/about/about-ombudsman

To find a Long-term Care Ombudsman Program in your state visit: https://theconsumervoice.org/get_help

Thank you for joining me for Late Life Insights from Senior Life Source, where we provide education on aging for all ages.

Lisa Rill, PhD

Executive Director, Senior Life Source