What Is An Ombudsman?
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An Ombudsman is one who speaks on behalf of others. The name originated in Sweden and means citizen representative.
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What Does A Long-Term Care Ombudsman Do?
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- Advocates for residents' rights and quality care in nursing facilities, assisted living, and similar long-term care facilities.
- Investigates complaints on behalf of residents about long-term care and services.
- Monitors the long-term care system and makes appropriate recommendations for improvements.
- Makes unannounced visits to facilities.
- Provides information to residents and mediates their concerns.
- Provides community education.
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Is the Ombudsman Employed By The Long-Term Care Facility?
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No. In West Virginia, Ombudsmen are independent from the facilities. The State Ombudsman works for the West Virginia Bureau of Senior Services, which administers the Ombudsman Program. The Bureau contracts through Legal Aid of West Virginia to conduct the day-to-day operation of the Program.
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What About Confidentiality?
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Anyone can call the Ombudsman Program and make an anonymous complaint. You can also identify yourself but request to remain anonymous. The Ombudsman Program understands residents' and families' concerns about retaliation and works to prevent it.
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Who Can Use an Ombudsman's Services?
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- Residents of Long-Term Care Homes
- Families and Friends of Long-Term Care Home Residents
- Staff of Long-Term Care Facilities
- Government Agencies
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What Kinds of Issues Are Handled?
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CONCERNS about the quality of care or treatment from a long-term care service provider. QUESTIONS about billing and charges, including residents covered by Medicare and Medicaid. APPEALS regarding transfers, discharges, discontinuances, or changes in service.
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What Are Examples Of Problems That An Ombudsman Can Help With?
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- Neglect
- Problem with Roommate(s)
- Insufficient Medical or Nursing Care
- Physical or Verbal Abuse
- Desire to Leave a Facility
- Lack of Privacy
- Physical or Drug Restraints
- Poor Food Service
- Additional or High Charges for "Extra" Services
- Long-Term Care Providers who fail to honor their contracts with residents
- Compaints surrounding the action, inaction, or decisions of government agencies that adversely affect residents
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