Ombudsman Program
What is an Ombudsman?
Ombudsman is a Swedish word, which means “citizen representative.”
Pennsylvania Ombudsmen are trained individuals who advocate to resolve complaints on behalf of people who receive long-term care services. This would include all individuals that reside in Personal Care Homes, Assisted Living Facilities and Nursing Homes and some community residents that receive services such as attending Adult Day Care.
What does an Ombudsman Do?
- Provides information to residents and family about rights, procedures and additional resources within the facility or community.
- Investigates concerns and works to resolve issues that may involve a resident in a long-term care facility.
- Offers consumer education programs and carries out training for facility staff.
- Assists in the development of resident and family councils.
Who uses an Ombudsman?
- Residents or potential residents of long-term care facilities, as well as individuals receiving services from community and adult day care
- Long-term care residents’ friends or family
- Long-term care administrators and agencies
- Members of community groups and government agencies
- Citizens who want to improve long-term care
When should an Ombudsman be sought to help resolve issues?
- When issues arise regarding consumer rights or the quality of care or treatment from a long-term facility.
- When concerns involving transfer, discharges, discontinuance, or changes in services for residents occur.
- The Ombudsman will investigate concerns and explore ways to arrive at a resolution