What Does an LTC Ombudsman Do?

"Ombudsmen help residents by allowing them to voice their concerns. I can try to find the right people to talk to about getting the issue resolved."
— Ombudsman Joyce

"Ombudsman" is a funny sounding word, and many people don't know what it means. According to one ombudsman, it means "being an advocate for residents."

A long-term care (LTC) ombudsman listens to and addresses the concerns of nursing facility and assisted living facility residents. Issues can range from the food service to problems with therapy. At all times, residents decide on the ombudsman's level of involvement. They can be counted on to respect residents' privacy and confidentiality.

LTC ombudsmen also represent residents' interests by speaking out to government agencies and legislators for increased consumer protections in state and federal laws and regulations.

Ombudsmen can be volunteers who have been specially trained to help residents solve problems, or they can be paid staff of a local ombudsman office. Each nursing facility or assisted living facility has a volunteer or paid ombudsman available to residents.

Some of the ways LTC ombudsmen serve residents include:

  • Explaining rights to residents.
  • Empowering and supporting residents and their families to discuss concerns with facility staff.
  • Identifying gaps in facility, government or community services and trying to help fix those gaps.
  • Protecting resident health, safety, welfare and rights.
  • Providing information about and help with finding long-term care.
  • Investigating complaints for the purpose of resolution to the resident's satisfaction.

What You Need to Know

Anyone may call an ombudsman to voice a concern or get information about long-term care, but ombudsmen only take action with the consent of the resident or their representative. Ombudsmen work with:

  • Nursing facility or assisted living facility residents.
  • Family members or friends of residents.
  • Facility employees who are concerned about a resident.
  • Any person interested in the welfare of residents.
  • Someone considering moving into a long-term care facility.

There are several ways to find an ombudsman:

No. Ombudsman services are free, confidential and available statewide.

No. Ombudsmen help resolve issues and investigate complaints, but they don't regulate facilities.

Texas Health and Human Services (HHS) licenses and certifies facilities, including assisted living facilities and nursing facilities. HHS staff inspects, surveys, investigates complaints, and makes follow-up visits and other visits to ensure these facilities are operating according to state and federal regulations.

Staff known as surveyors:

  • Determine if facilities meet minimum standards, if conditions endanger health and safety, or if poor practices are being followed.
  • Check that facilities have corrected past problems.
  • Investigate complaints.

Ombudsmen resolve complaints about many aspects of long-term care. They work to uphold the rights of residents, including those facing an involuntary transfer or discharge.

Ombudsmen work closely with residents to address complaints. The resident decides the ombudsman's level of involvement in resolving the complaint.

Ombudsmen collect facts about the complaint first and then suggest options for resolution to the resident. The ombudsman works with the resident to resolve the problem and will follow up to confirm continued resolution. Ombudsmen can work with family and friends of residents too. Some concerns an ombudsman can address include:

  • Violation of residents' rights.
  • Poor quality of care, including inadequate personal hygiene and slow response to requests for help.
  • Improper transfer or discharge.
  • Inappropriate use of chemical or physical restraints.
  • Quality of life concerns.
  • Support to residents who are abused or neglected.
  • Advice for residents and their families in addressing concerns.