What is the Long-Term Care Ombudsman Program?

Moving into a nursing home or assisted living community is a huge change in your life. You’re trusting your care to someone else and a transition like that can sometimes lead to questions or concerns.

The good news is that, when it comes to your care, you don’t have to face any challenges alone. Enter the long-term care Ombudsman – an advocate dedicated to safeguarding your rights as a resident and ensuring your voice is heard.  

If you’ve never heard of an ombudsman, you might look at the word and think it was pulled from another language. Well, you’d be right. The word “ombudsman” comes from Swedish, meaning “representative.” The position was originally created in the early 1800s to safeguard the Swedish public’s rights.

Fast-forward to today, and there are many Ombudsman programs that advocate for citizens, consumers, and employees who have concerns about governments, the media, colleges, corporations, and long-term care providers. 

The Long-Term Care Ombudsman Program was developed as a demonstration program in 1972, but now operates in all 50 states and helps long-term care residents and their care circles understand and exercise their rights.

A long-term care Ombudsman is an outside advocate trained to investigate and mediate complaints from residents living in nursing homes, rest homes, and assisted living communities. If you have any issues with a long-term care provider relating to you or your loved one’s health, welfare, or basic rights, your Ombudsman will advocate for you.

Each state has a free program that's part of the Office of the State Long-Term Care Ombudsman, that is headed by a full-time Ombudsman. The state Ombudsman designates staff and thousands of volunteers at the local level to help analyze and recommend changes in laws and regulations that concern residents. Ombudsman offices across the country helped resolve over 200,000 complaints issued by residents and their care circles.¹ 

While an Ombudsman doesn’t provide care, they are problem solvers and champions for your rights. Some of the common issues they can address in long-term care include: 

Quality of care 

• Neglect or inadequate attention to resident’s needs 

• Poor hygiene, nutrition, or hydration 

• Medication errors or lack of proper medical care 

• Unsafe or unsanitary living conditions 

Care Planning and transitions 

• Disputes over discharges, evictions, or transfers 

• Insufficient planning for resident needs 

Resident rights 

• Violations of a resident’s rights, such as privacy, dignity, or autonomy 

• Any communication restrictions with family, friends, or advocates 

• The lack of informed consent for medical treatments or care plans 

• Retaliation or intimidation by staff 

Abuse and neglect 

• Physical, emotional, or sexual abuse 

• Financial exploitation or theft 

• Signs of neglect (such as untreated injuries, bedsores, or weight loss) 

• Unreasonable confinement 

Staffing issues 

• Inadequate staffing levels 

• Lack of training or professionalism from staff 

• High staff turnover affecting continuity of care 

Activities and social engagement 

• Lack of social interaction 

• Restrictions on attending events or outings 

• Concerns about isolation or loneliness 

Cost and billing 

• Unfair billing practices 

• Lack of transparency about costs or services provided 

Food and Nutrition 

• Concerns about food quality, variety, or nutrition 

• Not enough accommodation for dietary restrictions 

Environment and safety 

• Unsafe living conditions 

• Cleanliness of rooms or shared spaces 

• Non-compliance with state and federal regulations 

According to the Administration for Community Living, the most frequent complaints in assisted living and nursing homes handled by Ombudsman programs were related to discharges and evictions. ² 

Ombudsman representatives regularly visit nursing homes, care homes, and assisted living communities to check in with residents and staff. They listen to concerns, provide guidance, and act as a bridge between residents, families, and care providers. They’re trained to mediate conflicts and ensure every resident knows their rights. 

While long-term care facilities are required to meet certain state and federal standards, Amy Prentzler, senior manager of clinical claims at CareScout, says that an Ombudsman provides independent oversight, and their work can extend to systematic change.  

“Through their work, [Ombudsmen] can identify patterns of issues across facilities, leading to systemic changes in policies and practices at local, state, or federal levels,” Prentzler said.

Speaking up about concerns can feel daunting, but reaching out to your Ombudsman can be a powerful step toward positive change. If you’re facing an issue that hasn’t been resolved internally or if you’d like support from an outside advocate, your Ombudsman is ready to help. 

You can visit your state’s website to find contact information for the long-term care Ombudsman office or visit The National Consumer Voice for Quality Long-Term Care. They provide easy-to-access contact information for state and local programs. 

When you’re navigating your long-term care, there’s a lot that can feel overwhelming. Whether you’re unsure about a care plan, worried about treatment quality, facing an eviction notice, or simply feeling unheard in the process, it’s important to remember that you have rights and your voice matters. 

The Ombudsman is your ally, a trained professional who will listen with empathy, understands the intricacies of long-term care, and will work to address your concerns. 

If something feels off, trust your instincts. No matter how big or small the issue may seem, your Ombudsman is there to help you.