Long-Term Care Ombudsman Program

What does an Ombudsman do?

• Provide information to residents about long-term care services and their rights.
• Identify, investigate, and resolve complaints made by or on behalf of residents.
• Provide technical support for the development of resident and family councils.
• Advocate for changes to improve residents’ quality of life and care.
• Seek legal, administrative, and other remedies to protect residents.
• Ensure residents have regular and timely access to the ombudsman program.

Much of the above work about gets done through relationships, by listening, comforting, coaching, and resourcefulness. 2019 data reveals the top complaints addressed at skilled nursing facilities:

1.  Discharge/eviction – planning, notice, procedure implementation
2.  Failure to respond to requests for assistance
3.  Dignity, respect – staff attitudes

And assisted living facilities:

1.  Discharge/eviction – planning, notice, procedure implementation
2.  Medications – administration, organization
3.  Food service- quantity, quality, variation, choice, condiments, utensils, menu

Ombudsman are resident-directed advocates and act only with resident consent. A resident can contact an ombudsman on their own behalf. Additionally, a fellow resident, family member or friend may make initial contact with an ombudsman on behalf of a resident. Administrators and employees of long-term care facilities may also access the ombudsman program and reach out to an ombudsman, as can any group or individual concerned about the welfare of residents in long term care facilities.  

The Washington State Long-Term Care Ombudsman (including Pierce County’s) is free and available to all residents, family, and community members.

In WA state skilled nursing and assisted living facilities and adult family homes are required to post ombudsman contact information. The WA state Ombudsman Program website offers a map listing regional program contacts. If a Pierce County facility is without a specific ombudsman, contact the Pierce County Long Term Care Ombudsman office for assistance at [email protected] or 253-798-3789.