Advocating for a senior loved one can be challenging. Many people hesitate to raise concerns or cause conflict in residential settings out of fear that it might negatively impact their loved one’s care. Additionally, dealing with complicated bureaucratic systems can be both confusing and intimidating.
This is why a Long-Term Care Ombudsman can be a powerful resource for seniors and their families. A Long-Term Care Ombudsman advocates for the health, safety, and rights of seniors in long-term care facilities, including assisted living, memory care, skilled nursing facilities, and hospice care settings.
Learn more about the Florida Long-Term Care Ombudsman program – pronounced [awm-budz-man] – including how they can be of service to your loved one residing in senior living, or how you can get involved and volunteer with the organization.
What is a Long-Term Care Ombudsman?
A Long-Term Care Ombudsman is a specially trained and certified volunteer and advocate for people who live in nursing homes, assisted living facilities, memory care communities, and hospice care environments. An ombudsman’s services are confidential and free of charge. There are ombudsman offices across the entire US, including the state of Florida.
What Does the Florida Long-Term Care Ombudsman Do?
Part of the Florida Department of Elder Affairs, the Florida long-term care ombudsman program consists of a group of concerned, local citizens working to improve the quality of life and care for those living in licensed long-term care facilities throughout the state of Florida. They have authority under Florida law to identify, investigate, and resolve complaints related to long-term care facilities.
The Florida Long-Term Care Ombudsman was established by Title VII of the federal Older Americans Act. This group is governed by Florida Statutes throughout 13 district offices that cover the entire state of Florida.
The Long-Term Care Ombudsman Program’s mission is to improve the quality of life for all long-term care residents in Florida by advocating for and protecting their health, safety, welfare and rights.
Some ways they accomplish this mission include:
- Identifying, investigating, and resolving complaints regarding long-term care settings
- Ensuring residents are receiving the legal, financial, social and rehabilitative services they are entitled to
- Educating residents, families and staff about residents’ rights
- Providing information about long-term care facilities to the public
- Establishing resident and family councils
- Lobbying to change laws and policies that affect residents
- Discussing and resolving grievances with staff members and residents/families
- Investigating suspected elder abuse or neglect (physical, emotional, mental, or financial)
- Reviewing inadequate staffing or training to support residents’ care needs
What Kinds of Complaints Can the Ombudsman Program Investigate?
The Ombudsman program can investigate complaints about people or institutions in a position to threaten or interfere with the rights, health, safety and/or welfare of one or more long-term care facility residents. They regularly investigate a wide range of complaints, such as issues with medication administration, billing, and matters of dignity and respect.
According to the Administration for Community Living, some of the most common complaints in assisted living, skilled nursing facilities, and other residential care settings handled by Ombudsman programs are:
- Improper eviction or inadequate discharge or planning
- Improper administration and organization of medications
- Lack of respect for residents or poor staff attitudes
- Dilapidated or hazardous environment, building, or equipment
- Unanswered requests for assistance
- Quality of life, specifically conflicts between residents and roommates
- Quality, quantity, variation and choices of food
- Accusations of elder abuse or neglect
What are Residents’ Rights?
When a senior enters a long-term care facility, they keep all their rights as citizens and gain a special set of rights – known as residents’ rights – according to federal and Florida law. These rights allow seniors to control decisions made about their personal and medical care, and to help ensure the facility is meeting their safety needs and best interests.
Long-term care facilities must post a copy of these rights in an accessible area for residents, and they must also provide a copy to all residents upon their admission. If you are told a copy of residents’ rights is not available, you can call your local Ombudsman council at 1-888-831-0404.
Some highlights of Residents’ Rights according to The Academy of Florida Elder Law Attorneys (AFELA) are that residents have the right to:
- Visitation by any individual providing health, social, legal, or other services and the right to deny or withdraw consent at any time.
- Present grievances and recommend changes in policies and services free from restraint, interference, coercion, discrimination, or reprisal. This includes the right to have access to the Ombudsman and other advocacy groups.
- Examine results of recent facility inspections by federal and state agencies including the plan of correction if applicable.
- Receive adequate and appropriate health care, protective and support services within established and recognized standards.
- Privacy in treatment and in caring for personal needs.
- Be informed of medical conditions and proposed treatment and be allowed participation in planning.
- Be treated courteously, fairly, and with the fullest measure of dignity.
Click here to navigate to the AFELA website, where you can read the entirety of Residents’ Rights.
Who Can Use the Ombudsman Program in Florida?
Numerous parties can take advantage of the Florida Long-Term Care Ombudsman program, including:
- Residents of long-term care facilities
- Family and friends of residents
- Concerned facility administrators and staff
- Anyone concerned about the treatment of residents in a long-term care facility, such as assisted living, memory care, or skilled nursing facility
Insider Insight 1:
While the Ombudsman program is free and confidential, response times can vary by district, some cases are contacted within a few days, while more complex investigations may take 2–3 weeks depending on caseload and staffing.
How to File a Complaint with the Florida Long-Term Care Ombudsman
You can file a complaint with the Florida Ombudsman in writing, over the phone, online or in person. After contacting the office, they will obtain the details of your concerns and, if appropriate, assign a case to a volunteer Ombudsman for further investigation and action steps to resolve the problem.
Click here for more information on submitting a complaint.
Insider Insight 2:
In practice, many families don’t realize that not all complaints move at the same speed; issues involving safety or abuse allegations are prioritized, while billing or roommate conflicts are often resolved through slower, mediation-based follow-ups.
From Our Experience
A family in Florida contacted the Ombudsman after repeated concerns about delayed medication administration in a memory care unit. Within about 10 days, a volunteer investigator visited the community, spoke with staff, and helped implement a corrected medication schedule. The family reported that communication improved significantly afterward, even though the situation never escalated to formal enforcement action.
How to Volunteer with the Florida Long-Term Care Ombudsman
The Florida Long-Term Care Ombudsman program is always looking to add volunteers into their program. The only requirements for volunteering are a caring spirit and a willingness to learn the ins and outs of the Long-Term Care Ombudsman program.
Click here for more information on how to volunteer, or watch this video explaining more information about volunteering for the Florida Long-Term Care Ombudsman program.
Florida Senior Living Guidance
Navigating senior living can be complex, especially for family members who are new to the process. The Florida Long-Term Care Ombudsman is a fantastic program for seniors needing advocacy and support related to the care and treatment they are receiving in long-term care facilities.
Another amazing senior living resource for older adults? An expert senior advisor, like those at Florida Senior Consulting Advisors.
We advocate for your senior living experience before, during, and after you move in. We make sure you are getting the care and services you deserve so you can have a wonderful senior living experience from start to finish.
Our senior care professionals are familiar with all the local policies and regulations, helping you make the best decision for your future.
For those who live far away from their senior relatives but want to make sure they are choosing the best community, we’ll step in and treat them as our own family. We’ll help them find a community with the best possible care, staff, resources, and services – all at no cost to you or your family!
For free senior living guidance, advocacy, and support in Florida, call our local experts at (800) 969-7176 or visit SeniorConsultingAdvisor.com.
