OMBUDSMAN PROGRAM

An Ombudsman is an advocate for residents of long-term care facilities.  They receive, investigate and resolve complaints made by or on behalf of patients and residents in these facilities.  All Ombudsmen practice STRICT CONFIDENTIALITY while handling problems and complaints.

Complaints are acted upon discreetly and with the permission of the resident.  They are investigated to the extent that the resident or their family chooses.

The Niagara County Ombudsman Program is in place at 22 facilities, serving approximately 2300 residents in Lockport, Niagara Falls and Tonawanda.

The responsibilities of an Ombudsman are:

• To advocate for residents and their families in resolving problems or complaints.
• To negotiate with administration and staff on behalf of the resident.
• To monitor the residents' quality of care, help protect residents' rights and assure safety and fair treatment with dignity and respect.
• To become knowledgeable of public and private programs and services that may benefit the resident.
• To act as a trusted mediator for the resident.
• Volunteers must possess skills in communication and have a sensitivity to the elderly.
• They must be open-minded, tactful, diplomatic and non-judgmental.
• Ombudsman volunteers are required to be good listeners and practice strict confidentiality.
• Volunteers must attend in-service meetings that are held monthly to keep the Ombudsman current on issues and medical data.

For more information, please call 716-433-4441

Questions or comments? e-mail us at: info@daleassociation.com