What is an ombudsman?
An ombudsman is a specially trained and certified volunteer or professional who advocates for quality care in nursing homes and assisted living facilities. Our volunteers are supervised by professional staff ombudsmen who are part of the regional aging services network supported by the Texas Department of Aging and Disability Services. The ombudsman program is authorized by state and federal laws.
An ombudsman seeks to
- provide information to residents and family about rights and procedures and help identify additional resources in or out of the facility;
- investigate and resolve complaints by or on behalf of nursing facility residents;
- work with residents, families, friends and facility staff to resolve complaints and difficulties;
Residents and family members are encouraged to try to resolve problems and differences with the facility staff whenever possible. When this is not possible, or when the resident or family is unsure, a local ombudsman volunteer or regional staff ombudsman will assess the concerns and recommend possible courses of action. Often, the ombudsman can resolve the problem without involving other groups or agencies. Sometimes, the resident council or family support group is involved in the resolution. When the ombudsman cannot help solve the problem, or when it involves serious abuse or neglect, the complaint is referred to the appropriate agency. In all situations, the complaint is handled confidentially and information is not released without permission of the resident or legal guardian. The ombudsman is also a good source of information about selecting a long-term care facility, eligibility criteria and other services for seniors.
How you can make a difference as an Ombudsman
There are still many Texas nursing homes that do not have an ombudsman. By becoming a volunteer ombudsman, you can help make sure that nursing home residents receive the care and services to which they are entitled.
A volunteer ombudsman advocates for quality care in a nursing home by
- visiting a local nursing home weekly;
- providing information about residents' rights;
- helping examine and resolve complaints by or on behalf of nursing home residents;
- working with residents, families, friends and nursing home staff to resolve complaints.
All volunteers accepted into the program are specially trained and certified. This includes a 3 month internship period and 12 hours of continuing education each year. Ombudsmen are supported by professional staff of the 28 Area Agencies on Aging.
How to become an Ombudsman
The goal of our program is to find a volunteer for every nursing home in our region. Please call 1-800-437-7396 or email Rebecca Morgan, Staff Ombudsman, at Rebecca.Morgan@h-gac.com for more information about becoming part of a valuable community resource in our 12-county area.
State Long-Term Care Ombudsman
The State Ombudsman at the Texas Department of Aging and Disability Services is also available to assist you. The phone number is 1-800-252-2412. The mailing address is:
Patty Ducayet, State LTC Ombudsman
Department of Aging and Disability Services
P.O. Box 149030, Mail Code W-623
Austin, TX 78714
www.dads.state.tx.us/news_info/ombudsman
mail@dads.state.tx.us
Texas Department of Aging and Disability Services- Regulatory Services
The Texas Department of Aging and Disability Services Consumer Rights and Services hotline is 1-800-458-9858.
Texas Department of Protective and Regulatory Services- Adult Protective Services
1-800-252-5400 (complaints of adult abuse, neglect and financial exploitation)
Texas Attorney General
1-800-252-8011 (Medicaid Fraud Control)