How to Work With a Long-Term Care Ombudsman
What is a long-term care ombudsman?
An ombudsman is a trained advocate who’s committed to protecting the rights of residents in nursing homes and other long-term care facilities. They listen to concerns, investigate complaints and can help resolve problems. Best of all, their services are free and confidential.
Handling Nursing Home Problems
In a previous post, I shared some thoughts on how you can effectively handle nursing home issues. A logical step in the process is to engage the services of an ombudsman.
When your loved one moves into a nursing home, you want them to be safe, respected and well cared for. But sometimes concerns come up about their care, nutrition, safety, or even their interactions with nursing home staff. That’s where a long-term care ombudsman can help.
Knowing how to find and work with an ombudsman can make a big difference in your loved one’s care and in your peace of mind as a caregiver.
Why Ombudsmen Matter in Nursing Homes
Ombudsmen are there to ensure residents are treated with dignity and respect. They can step in if:
- Care needs are being ignored.
- Residents feel unsafe or disrespected.
- Families have questions about policies or rights.
Don’t think of ombudsmen as inspectors or regulators. Instead, they act as advocates and problem-solvers. Their role is to give residents and families a voice when they feel unheard.
For family caregivers, this support can ease feelings of helplessness and frustration. Having a knowledgeable ally can help you navigate complex systems and find solutions more quickly. This can in turn, help you manage caregiver stress.
How to Find Your Local Long-Term Care Ombudsman
Every state in the U.S. has an ombudsman program. They’re often managed through the state’s Department on Aging or local Area Agency on Aging.
Here are simple steps to locate one:
- Visit your state’s ombudsman program website. A quick online search for “long-term care ombudsman + [your state]” will lead you to contact information.
- Call your local Area Agency on Aging. They can connect you directly with an ombudsman assigned to your county.
- Ask the nursing home. Facilities are required to post ombudsman contact details in a visible place.
Once you get your ombudsman’s contact info, keep it handy. You may not need them right away, but having the number available will save you some time if issues arise later.
What common concerns can ombudsmen address?
Caregivers often wonder what kinds of issues an ombudsman can help with. Here are some examples.
- Poor hygiene or lack of help with daily needs
- Problems with food quality or mealtime assistance
- Concerns about medication management
- Staff disrespect or verbal mistreatment
- Unsafe living conditions
- Lack of activities or opportunities for social interaction
Don’t be afraid to ask for help. If you’re unsure whether something falls under an ombudsman’s role, ask about it anyway. If it’s not something they handle, they can likely guide you to the right resource.
How to Approach and Engage an Ombudsman
When reaching out to an ombudsman, it helps to be prepared. Here are a few tips:
- Document your concern in writing. Be specific by including dates, names and examples.
- Share your loved one’s wishes. Ombudsmen are resident-focused, so be sure to include what your loved one wants, not just your perspective as their caregiver.
- Ask questions. If you don’t understand a policy, service or process, let the ombudsman explain in simple terms.
Remember that you don’t have to wait until there’s a major problem. Ombudsmen also provide education, resources and reassurance for caregivers and residents.
How to Work Together for the Best Outcome
A successful partnership with an ombudsman depends on cooperation. Here’s how to make it smoother:
- Stay respectful and calm. Even when emotions run high, keeping your communications clear helps everyone involved.
- Follow up. After an ombudsman speaks with staff or management, ask about the results and next steps.
- Be patient. Some issues resolve quickly, but others can take time. This is especially true of issues involving policies or staffing.
- Stay involved. Continue visiting your loved one, taking notes and keeping records of changes in their care.
When families and ombudsmen work together, residents often see improvements in care, comfort and safety.
An ombudsman is a partner in care.
A long-term care ombudsman can be a valuable partner in making sure your loved one is safe, respected and heard.
When you know how to find, approach and cooperate with an ombudsman, you’ll feel less overwhelmed and more supported. Their role is to advocate for your loved one and to give you more peace of mind.
Working With an Ombudsman FAQ
Is there a cost to use an ombudsman?
No. Long-term care ombudsman services are free and confidential for residents and families.
Can an ombudsman make a nursing home change its policies?
Not directly. They cannot enforce laws, but they can advocate strongly and help mediate with staff and administrators.
What if my loved one doesn’t want to file a complaint?
The ombudsman’s first responsibility is to honor the resident’s wishes. They will only act if the resident agrees, unless the resident is unable to communicate their wishes.
Can I contact an ombudsman before choosing a nursing home?
Yes. Ombudsmen can share helpful information about facilities, resident rights and what to look for during a tour.
How often do ombudsmen visit nursing homes?
This varies by state and staffing, but many visit facilities regularly to check in on residents and review concerns.
