February 09, 2010

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Ombudsman Program

WHAT IS AN OMBUDSMAN?

"OMBUDSMAN" is a Swedish word meaning citizen representative or advocate.

A Long-Term Care Ombudsman serves as a mediator who seeks to resolve complaints made by or on behalf of residents living in long-term care facilities.  The Ombudsman provides a way for people to voice their concerns and have them addressed.  The Ombudsman works with all parties to resolve the problem.

The Ombudsman also provides information and education regarding long-term care to members of the community.

WHO USES THE OMBUDSMAN?

** RESIDENTS IN NURSING AND ADULT CARE HOMES
** THEIR FAMILY AND FRIENDS
** LONG-TERM CARE FACILITY STAFF
** COMMUNITY GROUPS AND GOVERNMENT AGENCIES
** ANYONE SEEKING INFORMATION

SERVICES ARE CONFIDENTIAL AND FREE

WHAT DOES THE PROGRAM DO FOR THE RESIDENTS?

RECEIVES, investigates and seeks to resolve concerns/complaints on their behalf
ENSURES understanding and implementation of guaranteed rights
PROTECTS privacy and confidentiality
ADVOCATES for improvements in relevant legislation, policy, and regulations
PROMOTES the highest quality of life and care for older consumers

WHAT KINDS OF COMPLAINTS ARE HANDLED?

PROBLEMS pertaining to residents rights
PROBLEMS with billing and charges for Medicaid and Medicare
CONCERNS about quality of care or treatment by the provider
COMPLAINTS regarding transfers, discharges, discontinuance in services and appeal rights

TO CONTACT THE OMBUDSMAN PROGRAM
Call, email or write to:
Grecia Jones-King , Tenesha Moore, or Vickie Turner
North West Piedmont Council of Governments
Area Agency On Aging
400 West Fourth Street, Suite 400
Winston- Salem, N. C. 27101
336-761-2111 fax: 336-761-2112

Updated: 09/10/2008