Who we serve
The Ombudsman addresses the concerns of consumers in a variety of long-term care settings, such as nursing homes,
residential care facilities (commonly known as “assisted living”) and adult care facilities. The Ombudsman also serves consumers of home- and community-based care, such as meals and transportation services.
Anyone may call the Ombudsman to voice a concern or obtain information about long-term care. However, the Ombudsman acts only with the consent of the consumer or, in some cases, the consumer’s legal representative.
Responding to complaints
The Ombudsman works to uphold the legal rights of consumers. They help people of any age who are denied admission or threatened with transfer or discharge. they also help resolving concerns about all aspects of long-term care. The Ombudsman may also advocate on behalf of older adults with the agencies that administer Medicare, Medicaid, and other long-term care programs and services.
The Ombudsman works closely with individuals to address complaints. The individual decides how involved the Ombudsman gets. The Ombudsman will investigate and document the complaint and present options to the consumer. Then, the consumer and the Ombudsman work together to resolve the problem with the provider. The Ombudsman will follow up to ensure resolution of the problem.
Education and assistance
Regional Long-Term Care Ombudsmen consult with older adults and their families to help them examine their long-term care options and know their rights as consumers.
The Ohio Long-Term Care Consumer Guide helps older adults and their families identify an appropriate nursing or assisted living facility. The online tool provides a variety of information about nursing homes, assisted living facilities, and home care providers.
Ombudsman staff educate caregivers and staff of long-term care providers to promote individualized care and services aimed at the consumer’s preferences and needs.
The Ombudsman advocates for systemic changes to problems. The Ombudsman participates in meetings to revise regulations and provides testimony on state and federal legislation.
The Ombudsman also acts to prevent abuse, neglect and exploitation.