What Is a Healthcare Ombudsman? Tennessee Guide for Facilities

In the late 1960s, several news stories brought attention to ongoing cases of abuse and neglect of residents in U.S. nursing homes. To address this issue, Congress established the national Long-Term Care (LTC) Ombudsman Program, which requires each state to protect the rights of residents using a medical ombudsman. Tennessee in particular offers ample services that help older adults and residents with various LTC-related issues.

If you’re an LTC facility leader, your ombudsman can serve as a valuable resource to help improve the quality of your care. In this article, we’ll walk you through what a Tennessee LTC ombudsman does and how to prepare for potential interactions with one.

What Is the Tennessee Ombudsman Program?

The Tennessee LTC ombudsman program closely follows national objectives, working to uphold the health, safety, and welfare of residents receiving care in the following settings:

• Nursing homes
• Assisted living care facilities
• Homes for the aged
• Adult care homes

In addition to one statewide ombudsman, several district ombudsmen are responsible for overseeing different regions throughout Tennessee. The office also trains dozens of volunteers who regularly visit and monitor care being delivered at various facilities.

Tennessee also has a separate ombudsman office responsible for handling employer and employee issues with worker’s compensation. If you’re looking for more information about this particular program, you can visit the Ombudsman Program for Injured Workers’ website.

What Does an LTC Ombudsman Do?

An ombudsman is more generally defined as an impartial party that investigates and resolves complaints made by individuals against organizations. In long-term care, this involves the complaints that residents, their families, or other concerned parties make about a facility.

If the ombudsman office receives a complaint, a district ombudsman will work closely with the individual and facility in question to try and resolve the issue. These complaints are kept strictly confidential, shared only with the consent of the resident and/or resident representative.

Beyond investigating and addressing filed complaints, there are many other duties carried out by an ombudsman. Tennessee’s staff and volunteers are also trained to:

• Help older adults and their families select an LTC provider.
• Educate residents and families about their rights.
• Offer information and resources about LTC services.
• Provide regulatory training to LTC staff and providers.

Who Can Seek Help From the Tennessee Ombudsman?

While the ombudsman office primarily works to address the needs of LTC residents, anyone who has LTC-related questions or concerns can contact an ombudsman for guidance. Examples of individuals who may want to reach out to the ombudsman include:

• Families of residents who have questions about the LTC services in their area.
• Residents who believe they’ve been wrongfully transferred or discharged.
• LTC providers who have questions about local and federal care regulations.
• LTC facility leaders who need help finding resources to train their staff.

Who Is Your Ombudsman? Tennessee Phone Number and Contact Information

Individuals should reach out to the district ombudsman responsible for overseeing the respective city or town in which they’re located. If you need help getting connected or have general inquiries, you can also reach out to the state ombudsman. The state office’s contact information is provided in the table below.

Tips for Facilities Undergoing Investigations

If someone files a complaint about your facility, you may need to undergo an investigation. While this can feel daunting, remember that the ombudsman’s goal is to find a fair resolution by working collaboratively with you and your residents. Here are three tips to help the investigation go as quickly and smoothly as possible:

• Be honest. Your ombudsman will need to consult you and involved staff members to get more clarity about the situation at hand. Be transparent and provide all relevant information as accurately as possible.

• Work collaboratively. Engage in discussions with your ombudsman in a respectful manner and discuss ways to address the issue. This will allow you both to find reasonable solutions that work for your facility and residents.

• Act on advice. If the ombudsman offers suggestions and advice on how to improve your services, take action. You can always reach out to your ombudsman after the investigation is over to continuously improve regulatory compliance and care.

Take Additional Steps to Protect the Rights of Your Residents

Want to get ahead of issues before having to meet with an ombudsman? Tennessee facility leaders can learn more through IntelyCare’s free newsletter. Our team of experts offers dozens of practical tips on how to manage a facility and support your staff and residents.