Ombudsman Program What is an Ombudsman? A trained individual who can help if you have a complaint or problem with any long-term care service. A source of information about your rights as a consumer and assistance in exercising those rights. An advocate for high standards of quality of care who promotes strict enforcement of those standards. A promoter of the highest quality of life for care-dependent Pennsylvanians, 60 years of age and older. A consumer representative who works within the legislative and rule-making process to improve long-term care service throughout the state. A person who assists long-term care consumers in pursuing remedies to their problems. Who uses the Ombudsman? Residents of nursing and personal care homes. Individuals receiving long-term care services in their homes and community. Families and friends of individuals who live in nursing or personal care homes. Staff of long-term care facilities Government agencies What kinds of issues are handled? Questions about billing and charges, including those covered by Medicare and Medicaid. Concerns about the quality of care or treatment from a long-term care service provider. Appeals regarding transfers, discharges, discontinuance or charges in services. YOUR RIGHTS Older consumers of long-term care services have basic and special rights under federal and state law. Some of those rights are listed below: The right to know and exercise your rights. The right to know about services and charges. the right to be consulted in planning your medical treatment. The right to decline medical treatment. The right to confidentiality of medical records. The right to privacy in treatment and care. The right to freedom from abuse, neglect, and exploitation. The right to freedom from restraints. The right to express grievances without fear of retaliation. Other rights pertaining to admission, transfers, and discharges, including the right to appeal in certain instances. Volunteer to be an Ombudsman
