Long Term Care Ombudsman Program

What is a Long Term Care Ombudsman?

An Ombudsman is a specially trained and certified advocate for the residents in long term care facilities who:

• Provides regular visits to residents of nursing homes and assisted living facilities to safeguard rights and assure quality of care
• Assists families in selecting the best long term care option
• Provides support for resident and family councils
• Provides education on resident rights
• Investigates and helps resolve complaints

The Ombudsman Program is sponsored by the Mental Health Association under contract from the Area Agency on Aging of Tarrant County. It operates under the authority and standards of the Texas Department of Aging. An Ombudsman has the resources of the Texas Department of Aging and various state and local regulatory agencies available to resolve complaints and concerns.

What does an Ombudsman do?

An Ombudsman helps residents and families to resolve complaints when their attempts to resolve issues directly with facility staff have not been effective or when they prefer to not deal with the facility staff personally. The Ombudsmen may also notice problems during their regular visits to the home and bring those to the attention of the staff or regulatory agency. The Ombudsman will assess the issue and recommend possible courses of action. Complaints are always handled confidentially and information is not released without approval from the resident or legal guardian. If the Ombudsman cannot resolve the problem or when it involves serious abuse or neglect, the complaint is referred to the appropriate state regulatory agency.

How do I become a Volunteer Ombudsman?

Ombudsmen receive 36 hours of training. Upon completion of training, Ombudsmen are certified through the Texas Department on Aging and assigned to one or more facilities. Each volunteer is supervised by a staff Ombudsman.

Ombudsmen are expected to visit their homes at least 2 hours a week. During these visits, Ombudsmen meet with residents, families, and staff to resolve complaints and concerns and report compliments.

For more information about being a volunteer Ombudsman, please contact the Ombudsman Volunteer Coordinator, at (817) 335-5405 or e-mail us.

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Other Helpful Contact Numbers

Texas Department on Aging State Ombudsman Program: 1-800-252-2412. Based on the county of origin, the caller will be routed to one of the 28 local ombudsman programs.

Texas Department of Protective and Regulatory Services: 1-800-252-5400. For complaints about adult abuse, neglect and exploitation in private homes and in unlicensed facilities; and for financial exploitation in nursing homes.

Texas Department of Human Services Long Term Care Regulatory: 1-800-458-9858. For complaints about nursing homes and assisted living facilities and to obtain a list of facilities and for information about state inspection (survey) reports.

Texas Department of Human Services Medicaid Eligibility: (817) 625-2161. For information about Medicaid for nursing home care.

A Few Facts About Long Term Care in Tarrant County

• In Tarrant County each year over 11,609 people live in long term care facilities. Sixty-four percent are residents of nursing homes.
• The 241 long term care facilities include 60 nursing homes (NF), 82 licensed assisted living facilities (ALF), and 99 personal care and boarding homes.
• Nursing home resident profile: 71% are female; 15% are African American and 4% are Hispanic; 70% are age 75+ and 33% are 85+; 60% have no regular visitors.
• Last year the Volunteer and Staff Ombudsmen made 3,976 visits.
• The 89 Volunteer Ombudsmen contributed a total of 2,495 hours of service.
• The Ombudsman office provided information and assistance 677 times for families seeking help with long term care home placements.
• Ombudsmen conducted 113,489 resident assessment contacts (units of service): 82,632 contacts in nursing homes and 27,842 contacts in assisted living facilities.
• The Ombudsmen investigated 2,807 complaints (2,287 NF and 520 ALF).