The Ombudsman Program: an overview of the history, purpose, and role of ombudsmen in long-term care facilities.

Abstract

Long-term care ombudsman programs were established by Congress in the early 1970s to provide a community presence in long-term care facilities. Ombudsmen are advocates who identify, investigate, and resolve individual and systems level complaints that affect residents in nursing homes and assisted living facilities. This article provides an overview of the program and addresses ways in which ombudsmen can work with long-term care physicians and nurses as addressed by the following scenario. An elderly nursing home resident is anxious about the uncaring attitude and impatience shown by one of the nursing assistants providing care. She is afraid to say anything for fear of retaliation, but one day decides to talk to the local ombudsman who is visiting the facility. As an advocate for long-term care residents, the ombudsman assures her that anything she says is in confidence. In listening to more residents, the ombudsman learns that several are afraid of this particular aide, and the ombudsman meets with the charge nurse who assures her that she will follow up with the director of nursing. The in-service coordinator conducts sessions on stress reduction and abuse prevention, and the ombudsman talks to the resident council about resident rights. The ombudsman continues to monitor the situation until it improves. Events like this are happening every day with the help of the Long-Term Care Ombudsman Program, as dedicated people volunteer their time to make a difference in the quality of care and lives of residents in long-term care facilities throughout the country. WHAT IS THE OMBUDSMAN PROGRAM?