What Is a Healthcare Ombudsman? Michigan Guide for Facilities

In response to the public’s increasing concerns around the mistreatment of nursing home residents, Congress established a national Long-Term Care (LTC) Ombudsman Program in 1972. Under this program, each state is required to address LTC-related issues by offering the services of a trained ombudsman. Michigan in particular has implemented a comprehensive program that protects the rights of residents in a number of ways.

If you’re running an LTC facility in Maryland, the ombudsman office can serve as a valuable resource for improving your care. To help you to get the most of these services, we’ll walk you through what an LTC ombudsman does and how you can prepare for potential interactions with one.

What Is the Michigan Ombudsman Program?

Aligned with the objectives of the national program, Michigan’s LTC ombudsman services are geared toward improving the quality of life and protecting the rights of LTC residents. Ombudsmen are located throughout the state to help resolve issues in nursing homes, homes for the aged, and adult foster care homes. There are no costs to receive services provided by an LTC ombudsman. Michigan’s program is fully funded by both the state and federal government.

It’s also important to note that Michigan’s legislative council oversees two additional types of ombudsman programs that are separate from the national LTC program. These include:

• The Legislative Corrections Ombudsman investigates administrative acts of the Michigan Department of Corrections.
• The Michigan Veterans’ Facility Ombudsman investigates complaints regarding Michigan veterans’ facilities.

More information about these additional ombudsman offices can be found on the legislative council’s website.

What Does a Michigan Long-Term Care Ombudsman Do?

An ombudsman is broadly defined as an impartial party that investigates and resolves complaints made by individuals against organizations. In context to long-term care, this usually involves any concerns that patients, residents, families, or staff have about a facility’s quality of services. Individuals can submit complaints directly to their local ombudsman, and all issues are handled confidentially.

Beyond addressing filed complaints, there are many other responsibilities carried out by an ombudsman. Michigan’s program also trains its staff and volunteers to:

• Advocate for the rights of residents and older adults.
• Help residents connect with LTC care and resources.
• Meet privately with residents and families to address concerns.
• Conduct regular site visits to monitor quality of care.
• Help residents make appeals on discharges or transfers.
• Teach LTC facilities about policies, rules, and regulations.
• Provide education to older adults on LTC services.

Who Can Seek Help From an Ombudsman?

While an ombudsman in Michigan is primarily trained to investigate and resolve complaints of LTC residents, they will generally help anyone who is concerned about the rights of older adults. This includes LTC staff, facility leaders, and any other individuals residing in Michigan who face LTC-related issues. Examples of people who may want to contact their local ombudsman include:

• Residents or families concerned about care, payment, or eligibility issues.
• Residents or families having trouble accessing LTC services they need.
• Residents or families who want to learn about LTC options in their area.
• Residents or older adults who want to advocate for their own rights.
• Facility leaders or staff who have questions about policies impacting their residents.
• Individuals who are interested in volunteering with the LTC ombudsman office.

The Michigan ombudsman phone number and contact information for each county can be found directly on the office’s contact page. Here, you can navigate through a drop-down menu that directs you to the ombudsman overseeing services in your county. Alternatively, you can call the general support line to be redirected to the appropriate office.

Tips for Facilities Undergoing Investigations

Facility leaders and staff can always contact their ombudsman for guidance on LTC-related laws and policies. However, your ombudsman will need to conduct a more formal investigation if someone files a complaint about your care services. While this can feel like a daunting situation, remember that an ombudsman is trained to find an impartial resolution for both you and your residents.

As such, it’s in your best interest to cooperate with your ombudsman while they carry out their investigation. Follow these tips to ensure the process goes as quickly and smoothly as possible:

• Provide information. The ombudsman will likely be asking you questions to get all the information needed to resolve the issue. Be as transparent as possible to ensure that they’re properly equipped to find a fair resolution.

• Be collaborative. Keep in mind that your ombudsman wants to work with you, not against you. If your ombudsman invites you to discuss options or strategies to improve your services, engage with them appropriately to find practical solutions.

• Respond accordingly. If the ombudsman identifies a pertinent issue, see this as an opportunity to improve the quality of your services. Act on any advice your ombudsman provides to ensure you’re compliant with relevant laws and to prevent similar issues from arising in the future.

Seeking More Resources to Support Your Compliance Efforts?

Looking for resources that can help you act on the advice of your ombudsman? Michigan facility leaders can start here. Our team of healthcare experts offers dozens of accessible compliance tips at no cost to you at all.