Ombudsman Program

What is an Ombudsman?

The Ombudsman Program, mandated by the Pennsylvania Department of Aging, investigates, verifies and resolves complaints made by, or on behalf of all consumers of long- term care. The Ombudsman ensures the understanding and implementation of residents’ rights as well as changes in legislation and other current events as they affect the health and well being of the residents of: Lackawanna, Monroe, Pike and Wayne Counties. Contact with the Ombudsman Program may be made anonymously and complete confidentiality is guaranteed.

What does an Ombudsman Do?

• Provides information to residents and family about rights, procedures and additional resources within the facility or community
• Investigates concerns and works to resolve issues that may involve a resident in a long-term care facility.
• Offers consumer education programs and carries out training for facility staff.
• Assists in the development of resident and family councils.

Who uses an Ombudsman?

• 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 or family.
• Long-term care administrator and agencies
• Members of community groups and government agencies.
• Citizens who want to improve long-term care.

When should an Ombudsman be sought to help resolve issues?

• When issues arise regarding consumer rights or the quality of care or treatment from long-term facility. Additionally, when concerns involving transfer, discharges, discontinuance, or changes in services for residents occur.
• The Ombudsman will investigate concerns and explore ways to arrive at a resolution.

Ombudsman services are confidential and free and are available to all consumers of long term care in Lackawanna, Monroe, Pike and Wayne Counties.