The Ombudsman program serves as a focal point whereby consumers of long-term care or their representative can voice their concerns and have their complaints addressed formally. The ombudsman helps consumers advocate for themselves through a process of information and referral and empowerment. This occurs by telephone, email or by a facility visit from a volunteer ombudsman. Components of Mediation Negotiation occurs between parties with the ombudsman serving as a neutral facilitator focused on resident's rights advocacy. Both parties express their concerns, issues, and desires.
Resolution occurs if both parties agree on the solutions.
Requires a signed waiver of rights to confidentiality, which permits the Ombudsman staff to review records. Anonymous complaints are accepted, although the scope of the investigation may be limited. Ombudsman obtains facts and relevant information to determine if the grievance is valid and facilitates a resolution of the problem. Complaint investigations are kept confidential and are not subject to the Freedom of Information Act. Unable to verify if the complaint issue did or did not happen.