Long Term Care /
Overview
LONG-TERM CARE OMBUDSMAN PROGRAM
Mission
The mission of the Ombudsman Program is to act as an advocate for older persons receiving long-term care services, whether the care is provide in a nursing home or assisted living facility, or through community-based services to assist persons still living at home. Local Ombudsmen provide information and assistance to help in resolve care problems. The program also represents the interests of long-term care consumers before state and federal government agencies and the General Assembly.
Basis of Authority
The Ombudsman Program is mandated under the federal Older Americans Act (Title 42, Chapter 35, Subchapter XI, Part A, subpart ii, section 3058g –
State Long-Term Care Ombudsman
Program). Under this statute, the Ombudsman Program receives, investigates and resolves complaints made by or on behalf of persons in nursing homes and assisted living facilities. In 1983, the Virginia General Assembly expanded the Program’s responsibilities to include community based long-term care services provided by state and private agencies.
Ombudsman Objectives
- Receive, investigate, and work to resolve complaints involving quality of care issues.
- Assist residents in exercising their rights.
- Mediate concerns between residents and/or their families and the facility.
- Provide residents and their families with information about public benefits and additional resources.
- Monitor and address regulation and policy affecting long-term care
recipients.
Background
The Ombudsman Program promotes the principles of consumer empowerment, prevention, and quality care by responding to complaints from older persons receiving long-term care services, and by providing consumer/public education, including information and referral assistance regarding Virginia’s network of long-term care services.
The Ombudsman Program adheres to the following principles:
- Solution Oriented
When consumers of long-term care services are unable to resolve problems on their own, the Ombudsman will assist them to find a solution
- Confidential
Complaints may be reported anonymously to the Ombudsman Program. The identity of persons making complaints will not be released without appropriate authorization.
- Resident Centered
The needs, rights, and concerns of the long-term care recipient are the primary guide for the actions of the Ombudsman.
The Ombudsman Program has a unique role. While it works cooperatively with regulatory agencies such as the Virginia Department of Health and the Virginia Department of Social Services – Division of Licensing , as well as other programs such as Adult Protective Services, its efforts are focused on complaint resolution and empowering persons to resolve complaints themselves when appropriate.
The Virginia Association of Area Agencies on Aging (V4A) began management and operation of the State Long-Term Care Ombudsman Program on July 1, 1995. This was in response to the 1995 General Assembly action, which transferred the Ombudsman Program from the Virginia Department for the Aging to the Area Agencies on Aging.
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