What is an OMBUDSMAN?

An Ombudsman is a specially trained and certified individual, either volunteer or staff, who advocates for quality care in Texas nursing and assisted living facilities.

The Ombudsman serves as part of the regional aging services network supported by the Texas Department on Aging and Disability Services.

An Ombudsman:

• Provides information to residents and family about rights and procedures and helps identify additional resources in or out of the facility;
• Identifies, investigates and resolves complaints by or on behalf of nursing facility residents; and
• Works with residents, families, friends and facility staff to resolve complaints and difficulties.

The Ombudsman program is authorized by state and federal law.

WHEN SHOULD AN OMBUDSMAN BE CALLED?

• Residents and family should try to resolve problems and differences with the facility staff whenever possible.
• When this is not possible, or when the resident of family is unsure, call Kathy Schiller at 325-223-5704 or toll-free, 877-944-9666 or e-mail kathy.schiller@cvcog.org to receive information, or file a complaint.
• A certified ombudsman will assess the concerns and recommend possible courses of action.

Often, the ombudsman can resolve the problem without involving other groups or agencies. Sometimes, the resident council or family support group is involved in the resolution.

When the ombudsman cannot resolve the problem, or when it involves abuse or neglect the complaint is referred to the Texas Department of Aging and Disability Services(DADS) Regulatory Services or other appropriate agency. In all situations, the complaint is handled confidentially and information is not released without approval of the resident or legal guardian.