Office of the State Long-Term Care Ombudsman - Consumer Page

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Who can use and Ombudsman's services? | When might I contact the Ombudsman's office? | Ombudsman's Office Contacts | Making Long-Term-Care Complaints | Resident Rights |
How can I get involved? | Choosing a Long-Term Care Facility | Family Involvement | Annual Report

About the Ombudsman's Office

A Long Term Care Ombudsman is an advocate for residents of nursing homes, residential care facilities, assisted living programs and elder group homes. As a result of the Older Americans Act, each state is required to have a Long-Term Care Ombudsman program. The Ombudsman's Office can investigate and resolve complaints that may affect the health, safety, welfare, or rights of residents. Whether through individual contact with residents or systemic advocacy, ombudsmen make a difference in the lives of residents in long term care facilities everyday.

A Long Term Care Ombudsman:

• Resolves complaints made by or on behalf of residents of long-term care facilities
• Educates consumers and long-term care providers about residents' rights and good care practices
• Promotes community involvement through volunteer opportunities
• Provides information to the public on nursing home and other long-term care facilities and services, residents' rights, and legislative and policy issues
• Advocates for residents' rights and quality care in nursing homes, residential care facilities and assisted living programs
• Promotes the development of citizen organizations, family councils and resident councils

For your convenience, you can also review or print out one of the Long-Term Care Ombudsman brochures.

Who can use an Ombudsman's Services?

• Residents or tenants of a nursing home, residential care facility or assisted living program
• Family members or friends of a long-term care resident or tenant
• Any individual or citizen's group interested in the welfare of the residents
• Individuals and families who are considering long-term care placement
• Nursing home administrators or employees with a concern about a resident at their facility

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When Might I Contact the Ombudsman's Office?

Inquiries of all types related to long-term care are welcomed. Callers can choose to remain anonymous. There are several common types of inquiries that our office receives:

• To report concerns about a nursing facility, assisted living program, elder group home or residential care facility. At the request of the resident or family, the Ombudsman may visit or call the facility, review records, meet with staff, and put a plan in place to IDAl with the concern.
• To obtain assistance in situations where a resident is facing discharge from a facility involuntarily.
• To check on standard practices in long-term care.
• To clarify state and federal guidelines on particular practices.
• To obtain information on choosing a care facility.
• For general information about long-term care.
• For Resident Advocate Committee volunteer opportunities.
• For educational materials or programs.
• For legislative matters regarding long-term care.

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Ombudsman's Office Contacts

NOTICE: To contact a local ombudsman, please call the toll free hotline number (800-532-3213) and you will be connected! See all other contact info listed below.

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Making Long-Term Care Complaints

Complaints can also be directed to the Iowa Department of Inspections and Appeals (DIA) toll-free at 877-686-0027. Surveyors from DIA will conduct an on-site visit to determine if the facility meets state and federal regulations. For more information on the role of DIA, visit their website at http://www.dia-hfd.state.ia.us/. If you are unsure which agency would be best suited to handle your concern, the Long Term Care Ombudsman's Office is available to help you understand your options.

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Resident Rights

The Ombudsman's office is a strong advocate of resident rights. Basic resident rights include the following:

• The right of citizenship. People who live in long-term care facilities do not lose any of their rights of citizenship, including the right to vote, to religious freedom and to associate with whom they choose.
• The right to dignity. Residents of nursing homes are honored guests and have the right to be treated so.
• The right to privacy. Nursing home residents have the right to privacy, including the right to privacy with their spouse, the right to have their medical and personal records treated in confidence, and the right to private, uncensored communication.
• The right to personal property. Residents have the right to possess and use personal property and to manage their financial affairs.
• The right to information. Residents of nursing homes have the right to information, including the regulations of the home, and the costs for services rendered. They also have the right to participate in decisions about any treatment, including the right to refuse treatment.
• The right to freedom. Nursing home residents have the right to be free from mental or physical abuse, and from physical and chemical restraint unless ordered by their physician.
• The right to care. Residents have the right to equal care, treatment, and services provided by the facility without discrimination.
• The right of residence. Nursing home residents have the right to live at the home unless they violate publicized regulations. They may not be discharged without timely and proper notification to both the resident and the family or guardian.
• The right of expression. Residents have the right to exercise their rights, including the right to file complaints and grievances without fear or reprisal.

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How can I get involved?

• Visit residents frequently. If you don't know a person residing in a long-term care facility, call the Ombudsman's Office for suggestions of facilities that need visitation.
• Report concerns about poor care or other problems to the Ombudsman's Office or Department of Inspections and Appeals.
• Volunteer to be a Resident Advocate in your community.
  

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Choosing a Long-Term Care Facility

The Long-Term Care Ombudsman's Office knows that choosing a long-term care facility is an important decision. Before you make this decision, gather as much information as possible, so you can be an educated consumer. After you've decided on the appropriate type of facility:

Check the facility's track record. You can review the state annual survey and complaint history. Each facility is required to keep a copy of their findings in a public area. You can also view the records at the Iowa Departments of Inspections and Appeals website: www.dia-hfd.state.ia.us. Nursing home data is also provided by the federal government through "Nursing Home Compare": www.medicare.gov/NHCompare/home.asp.

Visit the facility. While there, take time to talk with multiple staff members and residents of the facility. Look around carefully and ask questions about anything that you do not understand. If at all possible, take the resident to visit the potential nursing homes before a decision is made.

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Family Involvement In Nursing Home Care

Research supports that family involvement during a nursing home stay can help ensure that the facility provides quality care. Under the Nursing Home Reform Law of 1987, when a person is admitted to a nursing home, family members have a right to be involved with the care of their loved one, unless the resident states that s/he does not want family involvement. This Fact Sheet suggests ways family members can be involved in the care of a loved one during a nursing home stay and provides practical tips for family involvement.

Remember, residents needs and wishes come first! The role of the family member is always to communicate to the nursing home staff your loved one's needs and preferences. This may be different than what you think is best for your loved one, but the resident's needs and wishes should always be respected. Always encourage the resident to express his/her preferences.

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Ombudsman Annual Report

The State of Iowa has come a long way with the ombudsman program in the past several years. In 1999, there was only one ombudsman. We now have the State Long-Term Care Ombudsman, a Program Coordinator, 7 Regional Long-Term Care Ombudsmen, and an administrative assistant. However, we are still far below the recommendation from the Administration on Aging of 1 ombudsman for each 2000 long-term care beds. We appreciate your support as we continue to try to bring our program up to the standards mandated in the Older Americans Act.

State Long-Term Care Ombudsman 2008 Annual Report
State Long-Term Care Ombudsman 2007 Annual Report
State Long-Term Care Ombudsman 2006 Annual Report
State Long Term Care Ombudsman 2005 Annual Report

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