Long-Term Care Ombudsman

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Kim Flanigan, LTC Ombudsman Director

The mission of the Long-Term Care Ombudsman Program is to improve the quality of care and quality of life for all long-term care consumers through advocacy for individual recipients of long-term care services and advocacy for public policy to benefit consumers.

Contact The local Long-Term Care Ombudsman Program at 1-800-331-2644 ext. 2820.

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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 24 nursing homes, 2 county homes, 7 adult care facilities, 13 adult foster homes, 12 residential care/assisted living 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. 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.

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 facilities.