Long Term Care Ombudsman (LTCO) Program
Authority
The Long Term Care Ombudsman (LTCO) Program, mandated by the U.S. Administration on Aging to advocate for and protect the rights of residents of nursing and care homes was established by the Utah State Legislature. Ombudsmen throughout the state investigate and work toward the resolution of complaints.Purpose
The program's primary purpose is to improve the quality of life, care, and environment of long-term care residents. This includes:- Health and safety
- Welfare and rights of residents of long term care facilities
- Empowering residents and their families to engage in self-advocacy
- Educating residents and their families about rights and benefits
- Providing information and consultation for individuals - most often in selecting a nursing home or alternatives to nursing home placement
- Advocating for statewide long-term care system reform
- Information and referral assistance
- Educational activities to increase community awareness of elder rights
- Training of Assisted Living and Nursing Home facility employees
- Education as to their legal rights
- Maintenance of their dignity and personal freedom
In addition, the ombudsman identifies problems and concerns of older persons receiving long-term care services and recommends changes in the long-term care system, which will benefits these individuals as a group.
Functions
The program specifically assists consumers of long-term care services toward resolution of complaints related to the provision of services.Often residents of long-term care facilities have problems, large or small that can readily be solved, but they do not know how to voice them. They are unaware of what services are available or exactly what their rights are so they remain silent.
The Long-Term Care Ombudsman Program is an attempt to provide residents with a method by which their complaints can be heard and resolved, if possible.
The ombudsman serves as a consumer representative, mediator, broker, educator, and advocate in her/his role to resolve complaints.
The program goals are accomplished through a cooperative approach among providers, regulators, residents, families and the ombudsman.
Ombudsman Role
Advocacy- Negotiate with facility staff
- File complaints on behalf of residents
- Work with resident council
- Organize residents with common concerns
- Work with facility staff
- Work with community agencies
- Work with other residents
- Work with family members
- Investigates complaints and grievances
- Pursues resolutions through agencies that can help, such as: medical providers, social service agencies, government agencies, and legal services
- Educate residents, families, friends, and potential consumers about rights and responsibilities
- Educate and train facility staff on issues involving the rights of residents
Certified Long Term Care Ombudsman staff also make unannounced visits to licensed nursing care facilities, assisted living facilities, small health care facilities, and adult foster care homes. They establish relationships with staff and residents, and are available to help resolve problems that arise in the course of daily living.
Eligibility
Anyone (residents, relatives, friends or even the staff of a facility) may initiate a complaint on behalf of the resident. Often residents are unable to do it themselves. Only as mutually agreed upon, between the ombudsman and the resident or his/her legal representative, the ombudsman will make every reasonable effort to assist, represent and intervene on behalf of the resident. Services are provided to persons:
- Without regard for income and resources
- Requested by an individual or on behalf of an individual
- Available to a person who resides in a long-term care facility
- Available to a person attempting to enter a facility
Long-Term Care Facility Requirement
Federal law requires each long-term care facility to display information on how to contact the ombudsman. If you have a problem or concern or would like more information about the ombudsman program, please contact the State Ombudsman at the address below:
Utah Division of Aging and Adult Services
120 N 200 W Suite 325
Salt Lake City, UT 84103
Phone: 801-538-3910
Fax: 801-538-4395
E-mail: kfbailey@utah.gov