What Is a Healthcare Ombudsman? Wyoming Guide for Facilities
In response to the public’s increasing concerns about 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 protect the rights of LTC residents using a medical ombudsman. Wyoming in particular has expanded its ombudsman services to cover both long-term and mental health care.
If you’re running a facility in Wyoming, your ombudsman 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 ombudsman does and how you can prepare for potential interactions with one.
What Is the Wyoming Ombudsman Program?
In Wyoming, there are two separate ombudsman offices that help protect the rights of individuals receiving healthcare services. The Long-Term Care Ombudsman Program follows the objectives of the national program, working to address any questions or concerns that residents and families have about the following settings:
- Nursing homes
- Assisted living facilities
- Boarding homes
- Adult day care centers
- Congregate housing
- Senior in-home care
While most state ombudsman programs focus on long-term care, Wyoming has also established a separate Substance Abuse and Mental Health Ombudsman Program. This office works to address any issues that individuals have with mental health services and improve substance abuse response initiatives across the state.
What Does an Ombudsman Do?
In more general terms, an ombudsman is defined as an impartial party that investigates and resolves complaints made by individuals against organizations. In healthcare, this typically involves the complaints that residents/patients, their families, or other concerned parties make about a facility.
Beyond investigating and addressing filed complaints, there are many other duties carried out by an ombudsman. Wyoming’s staff in both offices are also trained to:
- Relay available healthcare resources, programs, and services to the public.
- Educate individuals about their rights in LTC and mental health care settings.
- Empower residents and patients to advocate for their own rights and needs.
- Help facilities and organizations improve their quality of care.
- Provide consultations to facilities to answer questions about regulations.
Who Can Seek Help From an Ombudsman?
While the ombudsmen primarily work to address the needs of individuals receiving care services, anyone who has related questions or concerns can contact either office for guidance. Examples of individuals who may want to reach out to their ombudsman include:
- Families that need help finding LTC or mental health services in their area.
- Residents/patients who have questions or concerns about medical billing charges.
- Residents/patients who need help appealing a transfer or discharge.
- Care providers seeking resources that explain federal care regulations.
- Facility leaders who would like to request training for their staff.
Who Is Your Ombudsman? Wyoming Phone Number and Contact Information
The ombudsman you should contact will depend on whether you’re inquiring about LTC or mental health-related services. We’ve outlined the contact information for both offices in the tables below. To connect with the mental health ombudsman, Wyoming residents can also use the Wyoming Guardianship’s online form.
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| Ombudsman | Patricia Hall |
| Phone Number | (307) 777-2885 |
| Mailing Address | 2300 Capitol Ave, 4th floor, Cheyenne, WY 82002 |
| Email contact form | |
| Website | https://health.wyo.gov/admin/long-term-care-ombudsman-program/ |
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|---|---|
| Ombudsman | Kelly Headley |
| Phone Number | (307) 630-4583 |
| Mailing Address | P.O. Box 2778, Cheyenne, WY 82003 |
| Kelly@wyoguardianship.org | |
| Website | https://www.wyoguardianship.org/services-life |
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 for both you and your residents/patients. This is why it’s in your best interests to help the investigation go as smoothly as possible. You can do this by following these tips:
- Be open and honest. Your ombudsman will likely be asking you and any involved staff members about the situation at hand. Be transparent and provide all relevant information so that your ombudsman can get clarity on what might be causing the issue.
- Work collaboratively. If your ombudsman invites you to discuss ways to resolve the issue, engage with them respectfully. Collaborating will enable your ombudsman to find reasonable solutions that work for both you and your residents/patients.
- Act in a timely manner. If the ombudsman offers advice on how to improve your care or services, act on it appropriately. This will ensure that all issues are resolved, while helping to prevent them from happening again in the future.
Get Ahead of Preventable Care Issues at Your Facility
Want to prevent the need for an investigation by your ombudsman? Wyoming facility leaders can get practical insights through IntelyCare’s free newsletter. We offer readily available, expert-written tips on facility management so that you can keep your patients safe and satisfied.