OMBUDSMAN
 
The Programs’ Purpose:

• To promote the highest possible quality of life and care for persons residing in nursing facilities; living in assisted living facilities; and receiving home care services.

Areas covered:

• The Counties of Warren, Clarke, Shenandoah, Page, Frederick and the city of Winchester.

We assist people searching for long-term care services as well as those receiving them. 

1)  For individuals and families searching for a nursing facility or an assisted living facility.

• Information about facilities and services available.

• Ombudsman complaint track record.

• Center for Quality Health Services and Consumer Protection Survey Report.

• Questions to ask and features to look for during the search.

• What to expect in the admissions process.

2)   For individuals receiving care in a nursing facility or assisted living or from a home care provider:

• Telephone counseling re:  handling a problem.

• Mediation to resolve a dispute.

• Formal complaint investigation aimed at achieving a resolution.

A few details about Complaint Investigation Procedures:

• Anonymous complaints are accepted.

• Signed waiver of right to confidentiality required in cases where names will be used.

• Written reports of complaint investigations are kept confidential and are not subject to Freedom of Information Act.

• We will address the complaints of just one resident or problems affecting numerous residents.

• We will address a variety of complaint issues.