WHAT IS THE LONG-TERM CARE 

OMBUDSMAN PROGRAM?

The Long-Term Care Ombudsman Program 

(Ombudsman program) serves individuals 

living in long-term care facilities such as 

nursing homes, board and care (including 

assisted living), and similar settings and 

works to resolve resident problems related to 

poor care, violation of rights, and quality of 

life. Ombudsman programs also advocate at 

the local, state and national levels to promote 

policies and consumer protections to improve 

residents’ care and quality of life. 

While many people living in long-term care 

facilities receive good care, others experience 

problems such as, poor care; unanswered 

requests for help; or violations of rights such 

as improper eviction, or not being treated with 

dignity and respect. Thus, thousands of 

trained staff and volunteers regularly visit 

long-term care facilities, monitor conditions

and care, and provide a voice for those unable 

to speak for themselves.

The Swedish word “ombudsman” means “a 

public official appointed to investigate 

citizens’ complaints against local or national 

government agencies that may be infringing 

on the rights of individuals.” This concept has 

been applied in many U.S. settings to include 

complaints against non-governmental 

organizations and advocacy for individuals 

and groups of individuals, as with the 

Ombudsman program.

HISTORY

Begun in 1972 as a demonstration program, 

today the Ombudsman program operates in all 

states, the District of Columbia, Puerto Rico 

and Guam, under the authorization of the 

Older Americans Act (OAA). Each state has 

an Office of the State Long-Term Care 

Ombudsman (Office), headed by a full-time 

State Long-Term Care Ombudsman 

me(Ombudsman) who directs the program 

statewide. Across the nation, state 

Ombudsmen designate staff and thousands of 

volunteers as representatives of the Office to

advocate with and on behalf of residents.

RESULTS

In 2017, over 8,800 volunteers, 6,625 of 

whom were designated to investigate 

complaints, and 1,308 designated staff served 

in Ombudsman programs in 523 localities 

nationwide. Ombudsmen investigated and 

worked to resolve 201,460 complaints made 

by 128,091 individuals. In addition, 

Ombudsmen provided consultations on rights, 

care and related services 527,098 times. 

RESIDENTS’ RIGHTS

The Ombudsman program’s goal is to help

residents, their families and friends 

understand and exercise rights guaranteed by 

law, both at the Federal level for nursing 

homes and to varying degrees at the State 

level for board and care facilities (including 

assisted living), and similar settings. 

Residents have the right to:

· Be treated with respect and dignity

· Be free from chemical and physical 

restraints

· Manage their own finances

· Voice grievances without fear of 

retaliation 
· Associate and communicate privately 

with any person of their choice

· Send and receive personal mail

· Have personal and medical records kept 

confidential

· Apply for State and Federal assistance 

without discrimination

· Be fully informed prior to admission of 

their rights, services available, and all 

charges 

· Be given advance notice of transfer or 

discharge

OMBUDSMAN RESPONSIBILITIES

Ombudsman responsibilities outlined in Title 

VII of the OAA include:

· Identify, investigate, and resolve 

complaints made by or on behalf of 

residents

· Provide information to residents about 

long-term care services

· Represent the interests of residents 

before governmental agencies

· Seek administrative, legal, and other 

remedies to protect residents

· Analyze, comment on, and recommend 

changes in laws and regulations 

pertaining to the health, safety, welfare, 

and rights of residents

· Educate and inform consumers and the 

general public regarding issues and 

concerns related to long-term care and 

facilitate public comment on laws, 

regulations, policies, and actions

· Promote the development of citizen 

organizations to participate in the 

program

· Provide technical support for the 

development of resident and family 

councils to protect the well-being and

rights of residents

· Advocate for changes to improve

residents’ quality of life and care

RESOURCES

The National Long-Term Care Ombudsman 

Resource Center, supported with AoA 

funding and operated by the National 

Consumer Voice for Quality Long-Term 

Care, provides technical assistance and

training to assist ombudsman programs. 

To contact a Long-Term Care Ombudsman, 

visit the resource center’s website at

http://www.ltcombudsman.org.

You can also call Eldercare Locator at 1-800-

677-1116 (http://www.eldercare.gov) and ask 

for the local ombudsman program or the Area 

Agency on Aging nearest the nursing home or 

similar adult care facility where the resident 

lives. The area agency will either be the 

sponsor of the ombudsman program or know 

where the program is located.

The Medicare Guide to Choosing a Nursing 

Home booklet is available free from the 

Centers for Medicaid and Medicare Services. 

Call 1-800-Medicare (1-800-633-4227) and 

ask for publication #02174, or view it at: 

http://www.medicare.gov/NHCompare.

FOR MORE INFORMATION ABOUT ACL

U.S. Department of Health and Human 

Services, Administration for Community 

Living, Washington DC 20201

Phone: (202) 401-4634

Email: ACLinfo@acl.hhs.gov

Web: http://www.acl.gov