Advocacy

om•buds•man [om-buh dz-muhn]

An “Ombudsman” is defined as one who acts as advocate as they investigate complaints and assist in achieving resolutions.

The Long-Term Care Ombudsman Program was established in 1979 by the Older Americans Act. The mission of the LOA Ombudsman Program is to serve as an advocate for older persons who receive long-term care services. Complaints or concerns are investigated fully, with both phone and in-person visits. The Ombudsman program provides a confidential and unbiased advocate for a resident who may feel their rights are not being observed in a long term care facility.

“The Ombudsman helped me with all channels to solve my complaint.” – Long Term Care Resident

Responsibilities of the Ombudsman

Helps residents of nursing homes, adult care residences, and recipients of in-home services resolve complaints or questions.
Advocates for and on behalf of residents of facilities for quality care.
Provides information about nursing homes, adult care residences and home care providers.
Investigates and resolves complaints about long-term care services.
Assists residents in exercising their rights.
Mediates concerns between residents or their families and the facility staff.
Provides residents and their families with information about residents” rights, government benefits, and other agencies who can help.

“The Ombudsman was extremely helpful and informative.”

Learn your rights as a Long-Term Care Resident:

To be informed of your rights, and rules and regulations governing your care, conduct and responsibilities.
To be informed of available services and related charges.
To be informed of your medical condition and to be involved in planning your treatment.
To be informed of reasons for transfer or discharge and to be given reasonable advance notice.
To voice grievances and recommend changes in policy.
To manage your personal financial affairs.
To be free from mental and physical abuse and to be free from unauthorized chemical and physical restraints.
To have confidential treatment of your personal and medical records and approval or refusal of their release.
To be treated with recognition of your dignity, individuality, and privately.
To not be required to perform services for the facility.
To have private communication with persons of your choice and to send and receive unopened mail.
To participate in social, religious, and community activities.
To maintain and use personal clothing and possessions as space permits.
To have privacy for visits with your spouse.
To have the rights and responsibilities of residents available in an easily accessible place in the facility. Included will be the telephone number for LOA, State Long-Term Care Ombudsman, regulatory agencies, protective services and advocacy agencies.

Are you or do you know a Long Term Care resident who needs help resolving a complaint? Contact LOA for a phone or in-person consultation with the Ombudsman.

4932 Frontage Road NW
P.O. Box 14205
Roanoke, VA 24038-4205
(540) 345-0451
Monday – Thursday 8 a.m.- 4:30 p.m. Friday 8 a.m. – 3:30 p.m.

Serving the cities of Roanoke, Salem, & Covington and the counties of Roanoke, Botetourt, Alleghany & Craig.

LOA’s Long-Term Care Ombudsman is part of a program administered through the State Long-Term Care Ombudsman of the Virginia Association of Area Agencies on Aging (V4A). To contact the State Long-Term Care Ombudsman call 1-804-726-6617.

“I’m glad to know someone is monitoring the care of our elderly.”