How Can We Help?
We assist people searching for long-term care services as well as those receiving them.
1. For individuals/families searching for a nursing facility or an assisted living facility:
- Information about facilities and services available;
- Ombudsman Program record of complaints;
- Virginia Department of Health license inspection report;
- Questions to ask and features to look for during the search.
2. For individuals receiving care in a nursing facility or assisted living facility:
- Telephone counseling about how to best handle a concern;
- Negotiation to resolve a dispute;
- Formal complaint investigation aimed at achieving a resolution;
- Visits and/or assistance from a volunteer ombudsman, if available.
A Few Details About Complaint Investigation Procedures.
Anonymous complaints are accepted.
- A signed waiver of right to confidentiality is required in cases where names will be used.
- Complaint investigation written reports are kept confidential and are not subject to the Freedom of Information Act.
We will address the complaints of just one resident or problems
affecting numerous residents.
We will address a wide variety of complaint
issues, unlike Adult Protective Services, whose primary focus is
abuse, neglect, or exploitation; and for one specific individual
Education and Technical Assistance Services.
Ombudsman are available to make presentations to community groups, to resident councils and family councils, and to conduct in-services for the staff of facilities. Frequently requested topics include residents' rights, dignity and respect, effective communication techniques, and the Ombudsman Program's services.
Providers are welcome to call the program staff for confidential consultation regarding residents' rights concerns/issues.