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The Ombudsman provides a voice for consumers of long-term care. These
consumers include residents of nursing homes, residential care facilities,
and adult care homes as well as recipients of “in-home” services
Who
coordinates and administers the program?
The
Long-Term Care Ombudsman Program is mandated by the Older Americans Act and
is coordinated by the Ohio Department of Aging. There presently are twelve
Regional Ombudsman Programs in Ohio. Each Regional Program is responsible
for the counties located within its specific Planning and Service Area (PSA).
The Area Agency on Aging District 7, Inc. (PSA7), located at Rio Grande,
Ohio, administers the Ombudsman Program for the following counties: ADAMS,
BROWN, GALLIA, HIGHLAND, JACKSON, LAWRENCE, PIKE, ROSS, SCIOTO, AND VINTON.
Complaint
Investigation
The
Ombudsman Program’s primary role is to investigate and resolve complaints
concerning long-term care facilities and service providers in an effort to
improve the quality of life for long-term care consumers. Complaints may
encompass concerns about nursing care, client rights, food, financial and
environmental issues, etc. All communications with the Ombudsman are
confidential and there is no charge for the services rendered.
Information
and Referral
The
Ombudsman Program also answers requests for information in an effort to
make consumers aware of their rights and choices in long-term care
matters. The Ombudsman can answer questions about: the availability of
local “in-home” and “community-based” services; nursing home
selection and placement; eligibility for Medicare and Medicaid; available
alternatives to institutionalization; and address many other questions for
users or potential users of long-term care services.
Advocacy
The
Ombudsman Program conducts routine advocacy visits to long-term care
facilities to educate residents and staff about Ombudsman Services and
Resident Rights. In
addition, the Ombudsman Program works to change the long-term care system
by advocating for improvements in long-term care legislation and practice.
Education
The
Ombudsman Program conducts educational programs for interested parties
Volunteer
Program
The
Ombudsman Program recruits and trains volunteers who visit assigned
nursing homes on a weekly basis. Volunteers provide a voice for nursing
home residents and serve to lessen the isolation and loneliness
experienced by many residents who have no one to speak on their behalf.
Volunteers also help to educate residents about their rights, thus
empowering them to become more vocal in resolving their own complaints and
concerns.
Access the Volunteer Form
here.
Currently
there are 24 trained and state tested Ombudsmen Volunteers with the Area
Agency on Aging District 7.
Nursing
Home Resident's Bill of
Rights
Residents’
rights include:
-
Right
to safe and clean living environment
-
Right
to privacy
-
Right
to information
-
Civil
rights
-
Right
to participate in treatment
-
Right
to voice grievances
-
Right
to manage personal finances
-
Right
to adequate and appropriate medical and nursing care
-
Right
to be free of Physical and Chemical Restraints
-
Right
to take part in Community Activities
-
Right
to be treated with courtesy and respect
-
Right
to private visits and unrestricted communications
-
Right
not to be transferred or discharged from the home
-
Right
to be free from physical, verbal, mental, and emotional abuse.
The AAA7 Regional Long Term Care Ombudsman Program (RLTCOP)
is responsible for protecting and advocating for the rights of long-term
care consumers including residents of nursing homes, assisted living and
adult care facilities as well as recipients of in-home and/or
community-based services.
The RLTCOP advocates to improve the quality of life and
care for long-term care consumers. In 2007, Ombudsmen (paid staff and
volunteers) provided a voice for over 8,000 consumers and handled 292
complex complaints requiring extensive research, investigation, and record
review. In addition, Volunteer Ombudsmen and paid staff educated and
empowered numerous residents and families to address their concerns with
long-term care providers. Volunteer Ombudsmen and paid staff also handled
many "simple" complaints that could be addressed with a simple request of a
provider. Of the complaints investigated, 64 percent were verified and 58.3
percent were resolved. Other complaints were referred to state enforcement
agencies, withdrawn by the consumer, discontinued by the ombudsman, or the
consumer and/or complainant were empowered to handle the complaint. The top
five 2007 complaints were: Dignity/Respect, Personal Hygiene, Accidental or
Injury of Unknown Origin (Falls and Improper Handling), Discharge, and
Pressure Sores.
During 2007 paid staff, volunteer ombudsmen and student interns made over
600 visits to long-term care facilities in our ten-county area: educating
families, residents, and facility staff about the Ombudsman Program and
advocating for the rights of the residents. This included providing
residents with educational and outreach materials regarding how to create
model Resident Councils and their right to participate in the care planning
process.
If
you would like to ask a specific question or schedule an appointment about
this program, you can reach us at 1-800-582-7277.
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