Ombudsman Program
The Ombudsman Program was established by federal law over three decades ago. Trained and certified Ombudsman advocates assist residents and families throughout the nation. Our mission is to promote compassionate care for consumers of long-term care services through direct intervention, information, education and advocacy.
Who should call?
Anyone can contact the Ombudsman Program for information or assistance, or to report problems. Your identity will not be released without your permission.
There are no fees or charges for service.
What services are offered?
- We will become involved to protect the rights of all consumers of care, regardless of age.
- We will work to resolve the individual care and service issues encountered by residents or families.
- We will provide information and guidance on rights issues, such as facility selection, consumer rights, individual residents, care options and the rules or laws governing long-term care services.
What is the application process?
It couldn’t be any easier. Complaints are received by phone, e-mail, fax or traditional mail. Abuse or neglect complaints receive immediate attention. Other complaint investigations generally begin within a five working days.
Consumers, family members or others can contact the program to discuss their issues or needs
What application/other forms are needed?
No application forms are required. However, you may be asked to sign consent forms or provide proof of legal representative status such as power of attorney or guardian.
Frequently Asked Questions
Q: What is an Ombudsman?
A: An advocate and problem solver for consumers of long-term care services.
Q: Who can receive Ombudsman assistance?
A: Anyone living in a nursing home, assisted living facility, or adult care facility as well as adults receiving services that allow them to remain independent in the community.
Q: How do I contact an Ombudsman?
A:The Area Agency on Aging 10B providers elder rights protection services in Portage, Stark, Summit and Wayne Counties. This region is served from our Ombudsman program office located in Uniontown. They may be reached by phone at (800) 421-7277 or (330) 896-9172. The Area Agency on Aging also provides elder rights protection services in the following counties of south-eastern Ohio: Belmont, Coshocton, Carroll, Jefferson, Guernsey, Harrison, Holmes, Muskingum and Tuscarawas. This region is served from our Ombudsman program office located in Dover. They may be reached by phone at (800) 967-0615 or (330) 364-3465.
Q: How do I choose the right nursing home?
A: We can provide consumers with survey information from the Ohio Department of Health, as well as verified complaint activity by Ombudsman investigators. Lists of all nursing homes, assisted living, and group, family and foster homes in the Summit, Portage, Stark and Wayne counties are also available.
Real Story
- Mrs. Albert learned about Ombudsman services through a volunteer who was visiting her husband’s nursing care facility and gave her a brochure. She contacted the Ombudsman program because the nursing facility was not meeting her expectations. She explained that her husband was admitted following a stroke and expected to receive physical therapy with the goal of returning home. Mrs. Albert was informed that therapy was stopped because he refused to participate.
An Ombudsman visited Mr. Albert to explain the service and obtained his permission to become involved as his advocate. The Ombudsman learned that his diagnosis of rheumatoid arthritis resulted in significant pain. According to Mr. Albert, he requested that one therapy session be stopped because of the extreme pain. With his written permission, the medical record was reviewed to find that Mr. Albert's pain was not being treated, and he was not properly informed of the termination of Medicare-funded therapy. The Ombudsman recommended that a care plan session be scheduled to review Mr. Albert's overall care.
Mr. and Mrs. Albert attended the meeting in addition to the physical therapist, the director of nursing and the Ombudsman. As a result, Mr. Albert received pain medication for his arthritic condition. His physical therapy was re-started with his full participation. Four weeks later, Mr. Albert returned to his home to live with his wife.
