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. The Long-Term Care Ombudsman
Program is not a licensing/regulatory agency, but may work together with
a licensing/regulatory agency.
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Withdrawn by the resident or complainant.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.
Resolved to the satisfaction of resident or complainant.