The Long-Term Care Ombudsman receives, services, investigates and resolves complaints or problems concerning residents of long-term health care facilities.  The program also provides advocacy services to long-term care facility residents, and comments on existing and proposed legislation, regulations and policies affecting long-term care residents.  Education is provided to residents, family members and facility staff concerning the legal rights of residents. 

Long-Term Care Ombudsman activities are organized around three major areas, Prevention, Intervention and Advocacy:

Prevention

• Education and consultation to both staff and individuals on issues affecting residents in long-term care facilities; 
• Problem solving before a crisis occurs and to make recommendations to facility administration and staff concerning needed changes in policy and procedures;
• Information and referral to help connect persons to the best available resources; and
• Regular visitation services to residents by Certified Long-Term Care Ombudsman Volunteers to try and identify and resolve issues before they become complaints or serious problems.

Intervention

• Investigation of problems and complaints, negotiation and intervention to assist residents and their family members resolve conflicts or problems.

Advocacy

• Service gap assessment and recommendations for the development of programs and supports to meet the needs of elder long-term care residents; and
• Representing the interests of residents before governmental agencies and seeking administrative, legal and other remedies, to protect the health, safety, welfare and rights of the residents.