AACOG Area Agencies on Aging-Ombudsman

Ombudsman Program

The Ombudsman program uses specially trained and certified individuals (Ombudsman) to provide advocacy services to residents of long-term care facilities.

An Ombudsman:

Provides information to residents, staff, and family members about residents rights, nursing facility requirements, and helps identify resources in or out of the facility.

Identifies, investigates, and resolves complaints by or on behalf of residents.

Works with residents, families, and staff to resolve complaints and concerns.

Provides information about selected a long-term care facility, eligibility criteria, and other services for the elderly.

When to Contact an Ombudsman
Residents and family should attempt to resolve issues directly with facility staff whenever possible. If the situation has not been resolved, or if an attempt has been unsuccessful, the resident or family is encouraged to call an Ombudsman for guidance.
The Ombudsman will assess the issue and recommend possible courses of action. Often the problem can be resolved without involving other groups or agencies. Sometimes the care planning process, resident council, or family support group is involved in the resolution.
If the Ombudsman cannot resolve the problem, or when it involves serious abuse or neglect, the complaint is referred to either the Texas Department of Aging and Disability - Regulatory Services.
In all situations, the complaint is handled confidentially and information is not released without approval from the resident or legal guardian.
To contact an Ombudsman for facilities in Atascosa, Bandera, Comal, Frio, Gillespie, Guadalupe, Karnes, Kendall, Kerr, Medina, or Wilson Counties, call (210) 362-5209 or 1-866-231-4922.
Links:
Statement of Residents' Rights
Volunteer as an Ombudsman
Family Councils
Additional Resources
State Long-Term Care Ombudsman Program
1-800-252-2412 (State Ombudsman Hotline)
www.dads.state.tx.us/news_info/ombudsman
mail@dads.state.tx.us

Texas Department of Aging and Disability - Regulatory Services
1-800-458-9858 (Complaint Investigations)
1-800-252-8016 (Consumer Services)

Texas Department of Protective and Regulatory Services
1-800-252-5400 (Adult Abuse, Neglect, and Financial Exploitation)

Texas Attorney General
1-800-252-8011 (Medicaid Fraud Control)

For more information, call (210) 362-5209 or 1-866-231-4922.

TDD users can communicate with Alamo AAA by dialing Relay Texas at 800-456-5094.
TTY users should dial Relay Texas at 800-735-2989.

2008-2010 Alamo Aging Area Plan AACOG Region Newsletter Access to Benefits Coalition Additional Aging Resources Alamo Area Gold Pages Alamo Senior Advisory Committees Calendars, Members, and Minutes Caregiver Resource Centers in Rural Counties Publications Texas Silver-Haired Legislature (TSHL) Texas Department of Aging and Disability Services TEXERCISE
	Ombudsman Program The Ombudsman program uses specially trained and certified individuals (Ombudsman) to provide advocacy services to residents of long-term care facilities. An Ombudsman: Provides information to residents, staff, and family members about residents rights, nursing facility requirements, and helps identify resources in or out of the facility. Identifies, investigates, and resolves complaints by or on behalf of residents. Works with residents, families, and staff to resolve complaints and concerns. Provides information about selected a long-term care facility, eligibility criteria, and other services for the elderly. When to Contact an Ombudsman Residents and family should attempt to resolve issues directly with facility staff whenever possible. If the situation has not been resolved, or if an attempt has been unsuccessful, the resident or family is encouraged to call an Ombudsman for guidance. The Ombudsman will assess the issue and recommend possible courses of action. Often the problem can be resolved without involving other groups or agencies. Sometimes the care planning process, resident council, or family support group is involved in the resolution. If the Ombudsman cannot resolve the problem, or when it involves serious abuse or neglect, the complaint is referred to either the Texas Department of Aging and Disability - Regulatory Services. In all situations, the complaint is handled confidentially and information is not released without approval from the resident or legal guardian. To contact an Ombudsman for facilities in Atascosa, Bandera, Comal, Frio, Gillespie, Guadalupe, Karnes, Kendall, Kerr, Medina, or Wilson Counties, call (210) 362-5209 or 1-866-231-4922. Links: Statement of Residents' Rights Volunteer as an Ombudsman Family Councils Additional Resources State Long-Term Care Ombudsman Program 1-800-252-2412 (State Ombudsman Hotline) www.dads.state.tx.us/news_info/ombudsman mail@dads.state.tx.us Texas Department of Aging and Disability - Regulatory Services 1-800-458-9858 (Complaint Investigations) 1-800-252-8016 (Consumer Services) Texas Department of Protective and Regulatory Services 1-800-252-5400 (Adult Abuse, Neglect, and Financial Exploitation) Texas Attorney General 1-800-252-8011 (Medicaid Fraud Control) For more information, call (210) 362-5209 or 1-866-231-4922. TDD users can communicate with Alamo AAA by dialing Relay Texas at 800-456-5094. TTY users should dial Relay Texas at 800-735-2989.