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

The Long-Term Care 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 Long-Term Care Ombudsman investigates and works to resolve concerns through complaint counseling, negotiation, and complaint investigations.

Confidential Complaint Counseling

The Long-Term Care Ombudsman helps consumers advocate for themselves through a process of information and referral and empowerment. This occurs by telephone, e-mail or in-person.

Components of Negotiation

Negotiation occurs between parties with the Long-Term Care 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.

Complaint Investigations - Resolution Focused

The Long-Term Care Ombudsman acts on behalf of the long-term recipient.
Requires a signed waiver of rights to confidentiality, which permits the Long-Term Care Ombudsman staff to review records and discuss related information.
Anonymous complaints are accepted, although the scope of the investigation may be limited.
The Long-Term Care Ombudsman obtains facts and relevant information to determine if the grievance is valid and facilitates a resolution of the problem.
The Long-Term Care Ombudsman has up to 45 working days to complete the investigation.
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Withdrawn by the resident or complainant.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.