Ask an Ombudsman

Volunteers advocating for Florida’s long-term care residents answer your questions regarding the health, safety, welfare, and rights of residents in long-term care facilities.

Sponsored By: Aberdeen’s Resident Long Term Care Certified Ombudsman
Pauline Ogus, Sam Golden, Ronnie Ostrow and Marty Weissman

Q: What is a Long-Term Care Ombudsman?
A: An ombudsman is a specially-trained and certified volunteer who has been given authority under federal and state law to identify, investigate and re-solve complaints made by, or on behalf of, long-term care facility residents. Ombudsmen respond to resident complaints and concerns ranging from issues with medication and care administration to matters of dignity and respect. It is the ombudsman’s role to protect the legal rights of residents and assure that they receive appropriate treatment and quality care. The experience of being helped by an ombudsman is often comforting. Our volunteers offer direct assistance to those who need and request it, and strive to resolve concerns with warmth and professionalism.

Q: What if I have a concern about Long-Term Care?
A: Anyone can report a concern, including residents, relatives, friends, facility staff, legal representatives and other concerned citizens. Complaints may be related to the facility, its employees, or any agency or person that threatens or violates the rights, health, safety or welfare a resident.

Complaints filed with the Long-Term Care Ombudsman Program are kept completely confidential, unless permission is given by the resident or complainant to disclose related information. Details of the complaint are documented and the case is as-signed to a local ombudsman for investigation. The ombudsman contacts the complainant or resident within seven calendar days and begins a thorough investigation. Once all facts are verified, the ombudsman takes appropriate action by advocating for the best possible solution that satisfies the resident.

Ms. Stania Rodriguez is the District Manager for the Palm Beach County Long-Term Care Ombudsman Program.

To ask for an Ombudsman’s assistance, learn more about the program, or to become a volunteer ombudsman, call the District Office at 561-837-5038 or toll-free at 1-888-831-0404.

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