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Long Term Care Ombudsman Program
AoA eNews
October 2004
Begun in 1972 as a demonstration program, the Ombudsman Program today is established in all states under the Older Americans Act, which is administered by the Administration on Aging (AoA). Local ombudsmen work on behalf of residents in hundreds of communities throughout the country.
One thousand paid and 14,000 volunteer staff (8,000 certified) investigate over 260,000 complaints each year. They provide information to more than 280,000 people on a myriad of topics including how to select and pay for a long-term care facility.
Ombudsman Responsibilities
Ombudsman responsibilities outlined in the Older Americans Act include:
· identify, investigate and resolve complaints made by or on behalf of residents;
· provide information to residents about long-term care services;
· represent the interests of residents before governmental agencies and seek administrative, legal and other remedies to protect residents;
· analyze, comment on and recommend changes in laws and regulations pertaining to the health, safety, welfare and rights of residents;
· educate and inform consumers and the general public regarding issues and concerns related to long-term care and facilitate public comment on laws, regulations, policies and actions;
· promote the development of citizen organizations to participate in the program;
· provide technical support for the development of resident and family councils to protect the well-being and rights of residents; and
· advocate for changes to improve residents' quality of life and care.
Resident's Rights
Ombudsmen help residents and their families and friends understand and exercise rights that are guaranteed by law, both at the federal level and in many states. Residents have the right to:
· be treated with respect and dignity;
· be free from chemical and physical restraints;
· manage their own finances;
· voice grievances without fear of retaliation;
· associate and communicate privately with any person of their choice;
· send and receive personal mail;
· have personal and medical records kept confidential;
· apply for state and federal assistance without discrimination;
· be fully informed prior to admission of their rights, services available and all charges; and
· be given advance notice of transfer or discharge.
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