What Is a Healthcare Ombudsman? New Jersey Guide for Facilities
In 1972, Congress took a monumental step to improve conditions at nursing homes across the U.S. by establishing a national Long-Term Care (LTC) Ombudsman Program. This program requires each state to protect the health and safety of residents using a long-term care ombudsman. New Jersey’s program is quite extensive, offering a number of educational and legal resources that help residents optimize their quality of life.
If you’re an LTC facility leader, you can collaborate with your local ombudsman to improve the quality of your care. In this article, we’ll walk you through what an LTC ombudsman in New Jersey does and how to prepare for potential interactions with one.
What Is the New Jersey Ombudsman Program?
Authorized by the Older Americans Act, the mission of the New Jersey Long-Term Care Ombudsman program is to advocate for all older adults receiving care in the following types of settings:
- Adult family care, personal care, and boarding homes
- Assisted living facilities, residences, and programs
- Rehabilitation hospitals and units
- Developmental centers
- Intermediate care facilities
- Long-term acute care hospitals
- Nursing homes
- Psychiatric hospitals
- Residential healthcare facilities
- Social and adult medical day care centers
- Special and Veterans’ hospitals
- The independent living section of continuing care retirement communities
The LTC ombudsman office is housed in the Department of the Treasury. However, the office acts independently and is not overseen by any particular state agency. The official New Jersey ombudsman for the elderly is appointed by the governor, and there are dozens of other trained representatives and volunteers throughout the state who work to address LTC-related challenges.
What Does an Ombudsman Do?
An ombudsman is more generally defined as an impartial party that investigates and resolves complaints made by individuals against organizations. In New Jersey’s ombudsman program, this involves any complaints that residents, their friends or families, or other concerned parties make about a facility.
Once the office receives a complaint, it’s reviewed by a head supervisor. If the supervisor opens up a case and the resident provides consent, a representative/volunteer will visit the facility and conduct an investigation. This typically involves obtaining records, interviewing staff and leaders, and verifying facts to help resolve the issue at hand.
Beyond investigating and addressing filed complaints, there are many other duties carried out by the office of the ombudsman. New Jersey’s staff and volunteers are also trained to:
- Educate residents about their rights.
- Help residents find available and affordable services.
- Conduct regular visits to designated nursing homes and facilities.
- Teach and empower residents to self-advocate for their needs.
- Guide residents through end-of-life care decision making.
- Monitor facility compliance with relevant state and federal laws.
- Guide facility leaders and staff through regulatory questions.
Who Can Seek Help From the New Jersey Ombudsman?
While the ombudsman office primarily functions to advocate for the needs of LTC residents, anyone who has LTC-related questions or concerns can contact the NJ ombudsman for the elderly. Examples of individuals who may want to reach out to the ombudsman include:
- Families that are interested in forming a local council to help improve LTC services.
- Residents who are concerned about the quality of food, care, or services at their facility.
- Facility leaders who have questions about federal regulations impacting their operations.
- LTC staff who would like to report an incident that occurred at their facility.
Who Is the New Jersey Ombudsman? Phone Number and Contact Information
If you have LTC-related questions or concerns, you may be wondering how to get connected with your ombudsman. New Jersey residents and facility leaders can get in touch with the LTC ombudsman office by using the contact information outlined below.
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| NJ Ombudsman | Laurie Facciarossa Brewer |
| Phone Number | (877) 582-6995 |
| Mailing Address | NJ Long-Term Care Ombudsman, P.O. Box 852, Trenton, NJ 08625 |
| ombudsman@ltco.nj.gov | |
| Website | https://www.nj.gov/ooie/ |
Tips for Facilities Undergoing Investigations
If someone has submitted a complaint about your facility, you may need to undergo an investigation. New Jersey’s office sends its advocates to facilities unannounced, so it’s important to always be prepared and know what to expect. While this may feel stressful, keep in mind that the ombudsman’s goal is to find a fair resolution for both you and your residents. Here are three tips to help the investigation go as smoothly as possible:
- Communicate. Provide all necessary information that your ombudsman asks for so that they can get clarity on the situation. Be as honest and open as possible.
- Engage. Collaborate with your ombudsman in a respectful manner to discuss solutions that are feasible for your facility. This will enable you both to come to a fair resolution.
- Improve. If the ombudsman recommends ways to fix your operations, act on their advice accordingly. The ombudsman office provides a number of helpful resources for facilities that you can revisit to maintain compliance and optimize your services.
Keep Your Residents Safe, Healthy, and Happy
Want to optimize care without undergoing an investigation by an ombudsman? New Jersey facility leaders can get valuable insights through IntelyCare’s free newsletter. We offer dozens of practical tips on managing a facility, enabling you to keep both your staff and residents satisfied.