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How Does the Long-Term Care Ombudsman Program Address Complaints and Concerns?

The Ombudsman Program serves as a focal point whereby a consumer of long-term care or their representative can voice their concerns and have their complaints addressed formally. The ombudsman investigates and works to resolve concerns through counseling, negotiation, and formal complaint investigation.

Confidential Counseling

The ombudsman helps consumers advocate for themselves through a process of information and referral and empowerment. This occurs by telephone, e-mail or by a facility visit from a volunteer ombudsman.

Components of Negotiation

Negotiation occurs between parties with the ombudsman serving as a facilitator focused on residents' rights advocacy.
Both parties express their concerns, issues, and expectations.
Resolution occurs if both parties agree on the solutions.

Formal Complaint Investigation - Resolution Focused

Ombudsman acts on behalf of the long-term recipient.
Requires a signed waiver of rights to confidentiality, which permits the Ombudsman staff to review records.
Anonymous complaints are accepted, although the scope of the investigation may be limited.
Ombudsman obtains facts and relevant information to determine if the grievance is valid and facilitates a resolution of the problem.
Complaint investigations are kept confidential and are not subject to the Freedom of Information Act.

Possible categories of findings:

Verified: It was determined that the circumstances described in the complaint are substantiated or generally accurate.
Not Verified: It is determined after a formal investigation that the circumstances described in the complaint could not be substantiated.

Possible categories of resolution:

Not resolved to the satisfaction of resident or complainant.
Withdrawn by the resident or complainant.
Referred to other agency for resolution and:
1. Final disposition not obtained.
2. Other agency failed to act.
Partially resolved but some problem remained.
Resolved to the satisfaction of resident or complainant.