Aging network agencies provide a range of consumer assistance services. When a state or area agency cannot provide service themselves, they can link older people to other organizations which provide the service. An ombudsman is a public official appointed to investigate citizen's complaints against organizations, entities, or persons which may be infringing upon the rights of individuals in nursing homes and board and care facilities. Professional ombudsmen, working with citizen volunteers, have made a dramatic difference in the lives of nursing home residents since the Long-Term Care Ombudsman Program was initiated 25 years ago. Through periodic visits to nursing homes and response to telephone complaint lines, ombudsmen have exposed problems hidden from public view, resolved specific complaints, protected residents' rights, and given emotional support to lonely and vulnerable older people.
Ombudsmen often detect mood or health changes in residents that are overlooked by busy staff.
Seventy percent of these were fully or partially resolved. One-third of these complaints were about poor resident care ranging from cold food and enforced early bedtimes to verbal abuse, medical neglect, and even wrongful death. The agency keeps information received concerning reports of suspected abuse confidential. Once the immediate situation has been addressed, the APS continues to monitor the victim's situation and works with other community agencies, serving the elderly, to provide ongoing case management and service delivery. The older person has the right to refuse services offered by APS, unless he or she has been declared incapacitated by the court and a guardian has been appointed.