Thanks to review sites and consumer advocacy organizations, it’s easier than ever to learn which businesses keep their promises and which fall short. Fewer people, however, know about a government-supported resource that helps evaluate senior living providers in your area: the long-term care ombudsman program.
Support for senior living residents’ rights
Long-term care ombudsmen are volunteer advocates who support people living in care facilities. The program gives residents and their families a formal way to file complaints against facilities—such as nursing homes, stand-alone assisted living communities, adult care homes, and continuing care retirement communities (CCRCs or life plan communities)—and works to resolve grievances or regulatory violations. It also maintains records that can reveal other people’s complaints about a particular facility.
The program usually operates at the state level with regional offices in major population centers. Typical services and goals include:
- Investigating complaints and concerns raised about a facility and working to resolve issues to the satisfaction of those involved
- Referring unresolved complaints to the proper regulatory agency
- Providing guidance about local long-term care options
- Raising long-term care issues with government and regulatory policymakers
- Educating both residents and providers about relevant laws and residents’ rights
What residents are saying
Complaints most commonly filed with ombudsmen involve:
- Residents’ rights, including the right to be treated with courtesy and respect and to have personal preferences considered
- Unsatisfactory services, such as problems with facility cleanliness, medication administration, nutrition, or personal care
- Facility administration and management-related decisions
- Financial issues, including concerns about management of residents’ funds or problems with Medicare, Medicaid, or Social Security payments
Use the ombudsman to supplement your research
Most senior living communities are well-run and responsive, so complaints are relatively uncommon. Still, when making a major decision that affects finances, health, and well-being, it’s wise to gather as much information as possible. Contact your local ombudsman to ask about any regulatory violations or complaints filed against communities you’re considering for yourself or a loved one. In many programs, obtaining complaint information requires a phone call to the agency, but that call is worth the effort.
To find the ombudsman for your area, try searching online for “[city name] long term care ombudsman program.” If you don’t find local results, search using your state name. For example, one regional program is the Eastern Triangle ombudsman program based in North Carolina.
This resource serves as an advocate for potentially vulnerable residents and provides valuable information for anyone considering a move to a senior living facility. If you’re beginning your search and want to explore amenities and services at specific CCRCs in your area, using a community search tool can be a helpful first step in your research.