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What is an Ombudsman? by Tonja Edelman, MSW “Ombudsman” is broadly defined as an advocate for improvement in various public and private settings. For those of us caring for seniors in Skilled Nursing or Assisted Living Facilities, the Long-Term Care Ombudsman is a valuable resource. The Long-Term Care Ombudsman is an advocate for residents of nursing homes, board-and-care homes and assisted living facilities. Under the federal Older Americans Act, every state is required to have an Ombudsman Program that addresses complaints and advocates for improvements in the long-term care system. They are trained to resolve problems which can arise in long term care settings, and the Ombudsman can assist a resident or family member with complaints. It is important to note, however, that unless the person gives the Ombudsman permission to share your concerns, these matters are kept confidential. According to the National Long Term Care Ombudsman Resource Center, the Ombudsman Program is administered by the Administration on Aging (AoA). The network has 8,700 volunteers certified to handle complaints and more than 1,300 paid staff. Most State Ombudsman Programs are housed in their State Unit on Aging. Nationally in 2008, the Ombudsman Program investigated over 271,000 complaints made by 182,506 individuals and provided information on long-term care to another 327,000 people. As a Social Worker and Franchise Operations Trainer with past experience in Skilled Nursing Facilities, I know that whether through individual contact with residents or systemic advocacy, Ombudsmen make a difference in the lives of residents in long-term care facilities everyday. Concerns an Ombudsman can address: • • • • • •

Violation of residents' rights or dignity Physical, verbal or mental abuse, deprivation of services necessary to maintain residents' physical and mental health, or unreasonable confinement Poor quality of care, including inadequate personal hygiene and slow response to requests for assistance Improper transfer or discharge of patient Inappropriate use of chemical or physical restraints Any resident concern about quality of care or quality of life

Who can use an Ombudsman’s services?


• • • • •

Residents of any nursing home or board and care facility, including assisted living facilities A family member or friend of a nursing home resident A nursing home administrator or employee with a concern about a resident at their facility Any individual or citizen's group interested in the welfare of residents Individuals and families who are considering long-term care placement

For more information on the Ombudsman program in your area, contact a Care Coordinator at any of the individually owned and operated Always Best Care offices located throughout the country. To find the Always Best Care Senior Services office nearest you, please visit www.alwaysbestcare.com.

Tonja Edelman, MSW, is a Franchise Operations Trainer at Always Best Care Senior Services, and a former Deputy Public Conservator. Through its network of more than 125 independently owned and operated franchises, Always Best Care provides non-medical in-home care, assisted living placement and skilled home health care for seniors across the country.


What is an Ombudsman?