- Home
- Government
- Departments H-Z
- Human Services
- Aging and Disability Resources
- A-Z Listing
- Long-Term Care Ombudsman Program
Long-Term Care Ombudsman Program
The Pierce County Long-Term Care (LTC) Ombudsman program advocates for residents of skilled nursing facilities, adult family homes and assisted living facilities. Our team consists of program staff and volunteers from the community. We serve residents through complaint investigation, resolution, and advocacy. Ombudsmen educate residents, staff, families and the community about long-term care issues, resources, resident rights and advocate for quality of life in long-term care settings.
What is an Ombudsman?
Ombudsman serve all residents, regardless of age, living in long term care facilities. In Pierce County there are at least 32 nursing homes, 69 assisted living facilities, and 540 adult family homes totally over 9000 beds. One program director, 3 part-time staff, and 14 volunteers (and counting), all certified ombudsman, serve those who call Pierce County’s long term care facilities home.
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:
- Discharge/eviction – planning, notice, procedure implementation
- Failure to respond to requests for assistance
- Dignity, respect – staff attitudes
And assisted living facilities:
- Discharge/eviction – planning, notice, procedure implementation
- Medications – administration, organization
- 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.
File a Complaint
If you or someone you know resides in a licensed long-term care facility and have a complaint or need advocacy, please click here to learn about filing a complaint.
Phone: 253-798-3789 or 1-800-642-5769
Email: [email protected]
Get Involved
Become a Volunteer
To become a certified LTC Ombudsman, volunteers receive extensive training, education, and guidance. A commitment of at least 4 hours per week of volunteer ombuds service per year is expected to maintain certification. Learn more.
Join the Advisory Council
The Pierce County Long-Term Care Ombudsman program works in conjunction with the Advisory Council to improve operations, discuss long-term care issues, and network to resolve identified problems. The Council assists by reviewing program issues and making recommendations on how the program staff and volunteers should proceed. The council is comprised of members from various service agencies, long-term care providers, community members and a liaison from the Pierce County Aging and Disability Advisory Board. Email [email protected] directly if you're interested in serving in this unique advisory capacity.