Whenever you go to a senior housing facility or long-term care facility, have you ever seen the Ombudsman notice and wondered, what’s an Ombudsman? Why do these places have such statements? The State of California requires Ombudsman notices to be posted publicly in long-term facilities. The word Ombudsman comes from Sweden and means representative. An Ombudsman works independently as an intermediary to provide individuals with a confidential avenue to address complaints and resolve issues at the lowest possible level. When identified, the Office proposes policy and procedural changes on certain issues.
What can an Ombudsman do?
- Listens to complaints or concerns
- Answers questions
- Analyzes the situation
- Explains CDCR (California Department of Corrections and Rehabilitation) policies and procedures
- Advocates for the fairness of a process as opposed to advocating for an individual party
- Provides information, sometimes advice and options
- Provides appropriate referrals
What does an Ombudsman not do?
- They will not conduct formal investigations.
- Does not change rules, policies, or procedures
- Does not participate in any formal hearing or grievance process
- Does not supersede the authority of other DCDR officials
- Does not disclose any information provided in confidence, except if there is an imminent risk of serious harm and no option is available.
- Does not engage in activity that others may perceive as advocacy for any individual
They assist residents in long-term care facilities with issues related to day-to-day care, health, safety, and personal preferences. Examples of how a long-term care Ombudsman can help:
- Reviews and does an informal investigation of reports of abuse or neglect in long-term care facilities
- Addresses violation of residents’ rights or dignity
- Looks into allegations of physical, verbal, mental, or financial abuse
- Informal investigates for allegations related to poor quality of care
- Addresses any dietary concerns
- Explores medical care, therapy, and rehabilitation issues
- Listens to Medicare and Medi-Cal benefit issues
- Researches improper transfer or discharge of a resident
- Probe allegations of inappropriate use of chemical or physical restraints
A long-term care Ombudsman receives extensive training and usually is a volunteer. All residents of Long-Term Care facilities, regardless of age, can get these services.
STAGES is here to educate people about the resources available.
