What Is a Healthcare Ombudsman? Connecticut Guide for Facilities
In 1972, Congress established a national Long-Term Care (LTC) Ombudsman Program to address subpar conditions in U.S. nursing homes. Under this program, each state is required to protect the health, welfare, and safety of LTC residents using a healthcare ombudsman. In Connecticut, ombudsman services are multifaceted — offering diverse resources and work groups that help improve the quality of LTC systems across the state.
As an LTC facility leader, your local ombudsman serves as a valuable resource that can help you optimize your care services and comply with relevant regulations. To help you get the most out of their guidance, we’ll walk you through what an LTC ombudsman in Connecticut does and how to prepare for potential interactions with one.
What Is the Connecticut Ombudsman Program?
Administered under the Older Americans Act, the Connecticut Long-Term Care Ombudsman program helps protect and promote the rights of residents across the following types of LTC settings:
- Skilled nursing facilities
- Residential care homes
- Assisted living facilities
Several regional ombudsmen are assigned to specific counties across the state. Each ombudsman works with a Volunteer Resident Advocate who is also trained to address resident concerns and work with local agencies to improve statewide LTC programs.
In addition to their ombudsman services, the state ombudsman office also oversees an Inclusive Communities work group. This work group is made up of staff and volunteers who help promote inclusivity across LTC communities and advocate for the needs of marginalized residents or groups.
What Does a Connecticut Nursing Home Ombudsman Do?
An ombudsman is more generally defined as an impartial party that investigates and resolves complaints made by individuals against organizations. In relation to long-term care, this involves any complaints that residents, their families, or other concerned parties make about a care facility.
Beyond investigating and addressing filed complaints, the Connecticut ombudsman program also trains staff and volunteers to:
- Educate residents and families about their rights.
- Empower residents and families to discuss concerns with LTC staff.
- Provide information and resources on LTC programs and services.
- Advocate for improvements in state and federal regulations impacting older adults.
- Relay residents’ interests and concerns to state agencies/organizations.
- Identify and help fix gaps in facility, government, or community services.
- Respect and protect the privacy and confidentiality of residents.
Who Can Seek Help From an Ombudsman?
While ombudsmen are primarily trained to advocate for the rights of LTC residents, they provide general guidance to anyone with LTC-related questions or concerns. This includes LTC staff, facility leaders, and other members of the community at large. Examples of people who may want to contact the ombudsman office include:
- Older adults or families who need help finding nearby LTC services.
- State agency officials seeking advice on how to shape local LTC-related laws.
- Individuals interested in becoming a Volunteer Resident Advocate.
- LTC staff who are concerned about the way their facility is managed.
- LTC administrators or leaders who need help shaping facility-level care policies.
Connecticut Ombudsman Contact Information
There are a few different ways to contact a Connecticut ombudsman. Complaints, questions, or concerns can be submitted by calling or emailing your regional ombudsman directly. If you need help getting connected with the ombudsman that oversees your county’s services, you can use the statewide contact information provided in the table below.
|
CT Ombudsman Contact Information |
|
|---|---|
| CT Ombudsman Phone Number | (866) 388-1888 or (860) 424-5200 |
| CT Ombudsman Address | 505 Hudson Street Hartford, CT 06106 |
| CT Ombudsman Website | https://portal.ct.gov/ltcop |
| CT Ombudsman Email | ltcop@ct.gov |
Tips for Facilities Undergoing Investigations
While your ombudsman is always available to provide more general guidance, they’ll need to conduct a formal investigation if they receive a complaint about your facility. This may seem like a daunting situation, but it’s important to remember that your ombudsman would rather work with you than against you. Follow these tips to help the investigation goes as smoothly and quickly as possible:
- Communicate: If your ombudsman asks you about the problem at hand, provide them with all the information they need to understand and resolve the issue fairly.
- Collaborate: If your ombudsman invites you to discuss ways to improve your services, engage with them so that you can work together to find a practical solution.
- Comply: If your ombudsman identifies an issue, act on any advice they provide in a timely manner to protect your residents from similar situations.
- Connect: After the investigation is complete, stay connected with your ombudsman to continuously work on improving your services. You can do this by asking additional questions or staying up-to-date on local regulations through their online information hub.
Learn More Ways to Keep Your Residents Healthy and Happy
Working collaboratively with a Connecticut ombudsman is one of many ways to improve care for your residents. Need help sustaining your efforts? IntelyCare offers dozens of other free, expert-written tips on running a facility — available to you whenever you need them.