WHAT IS AN OMBUDSMAN?
A person who is concerned with protecting the civil and human rights of elderly residents of long-term care facilities.
A problem solver and a mediator.
A resource and educator.
An objective investigator of complaints.
WHO CAN USE THE OMBUDSMAN SERVICE?
Residents in any long-term care facility: this includes nursing homes and personal care boarding homes for the elderly, psychiatric hospitals and facilities operated by or licensed for operation by State Department of Mental Health and Mental Retardation.
Friends and relatives of long-term care residents.
Long-term care staff members and administrators with resident-related concerns.
The community at large.
Other interested groups concerned about the welfare of residents in long-term care facilities.
What Does The Ombudsman Program Do For Long-Term Care Residents?
RECEIVES and investigates complaints and assists residents to resolve complaints.
EDUCATES residents, family, staff, and the community about residents’ rights, abuse, etc…
PROVIDES information and referral regarding long-term care programs and services.
ADVOCATES improvements in state and federal laws and regulations and to improve quality of care.
IDENTIFIES and seeks to remedy gaps in facility, government, or community services.
RESPECTS the privacy and confidentiality of residents.
HOW DOES THE OMBUDSMAN HANDLE YOUR COMPLAINT?
First and foremost, remember that you control the complaint process. You determine the extent to which we become involved in solving your problem.
When a resident cannot speak on his/her behalf, the ombudsman may assist the consumer’s legal representative, family member, or sponsor on behalf of the resident.
The ombudsman works with you to identify the problem or to break a big problem down into smaller, more manageable pieces. The ombudsman also tries to determine whether this is a problem throughout the facility.
The ombudsman first investigates your complaint to determine whether it is valid. If valid, the ombudsman works with you and the facility to resolve the complaint. If not valid, the ombudsman will explain their findings to you.
The ombudsman will then follow up to ensure that any agreement reached to solve the problem is actually carried out.
In all cases, your complaints are handled confidentially. The ombudsman does not disclose your identity without your permission, unless ordered to do so by a court. Even if the ombudsman cannot resolve your complaint without revealing your identity, you make the choice as to whether he/she proceeds.
AUTHORIZED BY THE OMBUDSMAN LAW OLDER AMERICANS ACT OMNIBUS ADULT PROTECTION ACT, AS AMENDED, SEPTEMBER, 1993
FUNDED IN PART WITH FUNDS FROM THE OLDER AMERICANS ACT THROUGH THE OFFICE OF THE LIEUTENANT GOVERNOR, OFFICE ON AGING.
KNOW YOUR RIGHTS
Your rights as a resident in a long-term care facility are in part:
· To be informed of your rights, rules and policies of the facility.
· To be told of all services available and all costs, including those charges covered or not included in the basic rate.
· To be informed of your health condition and be in control of your treatment plan and to participate in or refuse any treatment.
· To be transferred or discharged only for specific reasons and under guidelines as outlined in the resident’s bill of rights.
· To be encouraged to exercise your rights as a resident and citizen; to express concerns and make suggestions without fear of coercion or retaliation.
· To manage your personal finances, or if this is delegated, to receive regular accounting.
· To be free of mental and physical abuse and of chemical and physical restraints.
· To have your personal and medical records treated as confidential.
· To send and receive personal mail unopened.
· To participate in social, religious, and community activities, as possible.
· To have your own clothing and possessions and be allowed to use them as space permits.
· To have privacy for visits and telephone calls, with your spouse, relatives, friends and others.
WHO TO CONTACT??
The Appalachian Council of Governments’ Long-Term Care Ombudsman Program
P.O. Box 6668
Greenville, SC 29606
864-242-9733 or
Toll Free: 1800-434-4036
· Nancy Hawkins, Regional Long Term Care Ombudsman
· Sandy Dunagan, Long Term Care Ombudsman
· Jamie Guay, Long Term Care Ombudsman
· Ericca Livingston, Long Term Care Ombudsman/Friendly Visitor Coordinator
· Tiwanda Simpkins, Long Term Care Ombudsman
· Jessica Winters, Intake Coordinator/Long Term Care Ombudsman
You may also call the State Long-Term Care Ombudsman directly at 1-800-868-9095.
LONG TERM CARE
OMBUDSMAN
PROGRAM