What is an Ombudsman?

An ombudsman is a specifically 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 of 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; (see Residents' Rights)

• 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.

Resources of the Texas Department of Aging and Disability Services and various other state and local regulatory agencies are available to help resolve complaints and concerns.

The ombudsman program is authorized by state and federal laws.

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 or family is unsure, call 1-800-252-2412 to be connected to a regional ombudsman program.

A certified ombudsman, volunteer or staff, 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 can't resolve the problem, or when it involved abuse or neglect, the complaint is referred to the Texas Department of Human 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.

The ombudsman program is also a good source of information about selecting a long-term care facility, eligibility criteria, residents' rights and other services for the elderly.

For Free Help Linking to Services within Texas:  Dial 211 (Monday - Friday, 8:00am - 4:45pm)
Out of State: Call 1-800-395-5465 s  TDD for Hearing Impaired: (409) 347-2769