Long-Term Care Ombudsman

What Is The Ombudsman Program?

The Ombudsman Program is a federally mandated program which provides advocacy for residents of nursing and rest homes and works to improve their quality of life and care. The program also provides information to the public about nursing and rest home care.

What Does "Ombudsman" Mean?

The word "ombudsman" is adopted from Swedish and refers to a person who receives and investigates consumer complaints and attempts to develop a cooperative resolution.

Who Are The Ombudsmen?

Ombudsmen are volunteers who are specially trained and certified by the Executive Office of Elder Affairs. They make weekly visits to all nursing and rest homes in Cambridge and Somerville . Ombudsmen meet individually with each resident and work to resolve any complaints or concerns that residents have. Ombudsmen do not work for the facility, but rather for Somerville-Cambridge Elder Services.

Who Can Use These Services?

The services of the Ombudsman Program are available free of charge to residents, families, friends, facility staff and anyone else concerned with the quality of residential longterm care.

How Are Problems Resolved?

Ombudsmen work with facility staff to prevent small problems from becoming crises and, in most instances, the ombudsman is able to resolve a problem at its origin. In complex situations, the Program Director steps in and may refer the problem to the Executive Office of Elder Affairs, the Department of Public Health or Cambridge & Somerville Legal Services.

What If I Don't Want Facility Staff To Know About My Complaints?

You may talk to your ombudsman with the assurance of confidentiality. Unless you give permission for the ombudsman to discuss your complaint with facility staff, s/he will not disclose your problem to them. The only exception to this rule is that ombudsmen must report complaints of abuse, mistreatment, neglect and misappropriation to the Department of Public Health for investigation.

How Can I Get In Touch With My Ombudsman?

Call the Somerville-Cambridge Ombudsman Program Director at 617-628-2601, ext. 3107. To contact the Ombudsman Program in other areas, call 1-800-AGE-INFO.