Ombudsman Program

‘Ombudsman’ is a Swedish word that means “citizen representative.”

• Making routine, unannounced facility visits
• Identifying, investigating and resolving complaints
• Ensuring residents are receiving individualized care to meet their needs
• Educating residents, families and staff about residents’ rights and facility regulations
• Assisting in the development of resident and family councils

Pennsylvania’s Long-Term Care Ombudsman Program works to resolve complaints and issues on behalf of individuals residing in long-term care settings, such as nursing homes, assisted living facilities, domiciliary and personal care homes, and adult day care facilities. Ombudsmen empower residents by educating them on their rights under federal and state law and advocate for those who are unable to advocate for themselves, to ensure that they receive the highest quality of care. An Ombudsman’s priority is to protect the rights of long-term care residents and ensure residents receive fair treatment and

• Residents or potential residents of long-term care facilities, as well as individuals receiving services from community and adult day care
• Long-term care residents’ friends and families
• Long-term care administrators and agencies
• Members of community groups and government agencies
• Citizens who want to improve long-term care

• Staff are rough when providing care
• Staff are discourteous
• Not receiving mail or phone calls
• Questions about Medicare are not being answered
• Wrong medications are given or at the wrong time
• Nutrition and dietary concerns
• Personal property is lost or stolen
• They have not seen a physician in months
• Discrimination against residents in the LGBTQ community
• Activities are boring or the only activity is watching television
• Heating or air conditioning problems
• Inappropriate unsafe transfers and discharges
• Slow response to call lights
• Hearing aids and/or eyeglasses are missing
• Residents’ rights are being ignored
• Lack of participation in the care plan
• Issues with therapy

Residents of long-term care facilities have numerous rights under federal and state law. Some of those rights include:

• Right to be treated with dignity and respect
• Right to know and exercise your rights
• Right to know about services and financial charges
• Right to be consulted in planning your medical treatment
• Right to decline medical treatment
• Right to confidentiality of records
• Right to privacy in treatment and care
• Right to freedom from restraints
• Right to express grievances without fear of retaliation
• Rights pertaining to admission, transfers and discharges, including the right to appeal