Who We Are and What We Do

WHAT IS AN OMBUDSMAN?

An Ombudsman is one who speaks on behalf of others. "Ombudsman" is a Swedish word that means "citizen representative." We advocate for residents and provide a voice for them in the long-term care community. Ombudsmen are not employed by the long-term care facilities.

Every state is required by federal law to have a State Long-Term Care Ombudsman. The organization and structure of Ombudsman Programs vary from state to state. In West Virginia, the State Ombudsman works for the Bureau of Senior Services. The State Ombudsman then contracts with Legal Aid of West Virginia to run the daily operations of the Ombudsman Program. Using both state and federal dollars, Legal Aid employs nine full-time regional ombudsmen who work throughout the state, a program director who works out of Charleston and an attorney who is located in Morgantown.

OUR RESPONSIBILITIES

Ombudsmen strive to improve the quality of life for long-term care residents. We work towards this goal by:

• Identifying, investigating and resolving complaints made by or on behalf of long- term care residents;
• Making routine, unannounced visits to long-term care facilities to assess the general condition and care of residents;
• Outreach to residents to explain ombudsman services;
• Informing residents about how to obtain services from long-term care facilities and from government agencies;
• Representing the interests of residents to government agencies and seeking administrative, legal and other remedies to protect residents;
• Promoting community involvement in long-term care;
• Developing and supporting resident and family councils;
• Educating community members and promote awareness about long-term care issues;
• Supporting and supervising volunteer advocates who provide ongoing presence and advocacy services for nursing home residents;
• Coordinating efforts with other agencies and organizations concerned with long- term care.

WHAT KIND OF ISSUES DO OMBUDSMEN HANDLE?

• Concerns or complaints about the quality of care or treatment from a long-term care service provider;
• Questions about billing and charges, including Medicare and Medicaid questions;
• Appeals of decisions to discharge a resident from a facility, transfers or changes in service.
• Virtually any issue that might affect a resident: how to choose a nursing home, roommate incompatibility, room transfers, desire to leave a facility, lack of privacy, suspected abuse or neglect, poor food service, physical or drug restraints, contractual disputes with facilities, etc.

WHO CAN CALL FOR HELP

• Residents of long-term care facilities
• Family and friends of residents
• Staff of long-term care facilities
• Government agencies
• Anyone who has a question or a complaint concerning long-term care

WHAT OUR CLIENTS ARE SAYING

"The Ombudsman was wonderful.  She made you feel comfortable and she was very understanding in what we needed/wanted.  The Ombudsman is a special person."

- family member of a nursing home resident

"The Ombudsman helped to turn our horrible experience into a positive one and we are very grateful."

- family member of a nursing home resident

"Thank you.  The Ombudsman was very helpful and a calming influence to me."

- nursing home resident

"I am pleased with the help my mother was given.  I don't know how you can improve any more than the help given us."

- family member of an assisted living resident

"I believe this to be a terrific service in helping family members navigate the uncertain waters of our nursing home climate."

- family member of a nursing home resident

"I think they did a great job.  The ombudsman was nice, helpful and understanding."

- nursing home resident

"Keep up the good work.  Seniors need all the help you can give them."

- family member of a nursing home resident