OMBUDSMAN PROGRAM

        The purpose of the Ombudsman Program is to support and empower consumers in resolving individual complaints involving long-term care services. The Ombudsman also works to improve and enhance the long-term care system, its laws, regulations, policies, and administration through public education and empowerment.

        The Ombudsman Program must follow-up on all receiving complaints; must obtain consent from the consumer/complainant before proceeding with the investigation; must refer to the appropriate agency all complaints that allege abuse, neglect, or financial exploitation; may enter a facility at any time as necessary to advocate on behalf of a resident; must ensure confidentiality of information and records; must not release the identity of the older person and the complainant without consent or court order; must work with all parties such as facility staff, family members, and regulatory agencies in seeking a resolution to verified complaints; must work with licensing agencies for effective enforcement, as ombudsmen do not have authority to require action by a facility or other providers of long-term care.