Elected officials often need resources to assist consumers in their municipality with concerns about care in long-term facilities. The Centralina Regional Long-Term Care Ombudsman program is that bridge to the resident and resolving concerns. An independent, free Ombudsman is assigned to every nursing, assisted living, and family care home in the nine-county region.
Topics include:
- Role of the Ombudsman
- Role of elected officials
- Concern review process
- Regulatory authority intervention
Q&A:
What is an Ombudsman?
An Ombudsman is professional acting as an advocate for his/her client in exercising his/her rights, or in helping him/her to negotiate the complex rules and regulations of a given bureaucracy. They interact with the resident, facility staff and family or loved ones to provide a holistic response at no cost to the consumer.
Regional Ombudsmen are free, independent advocates assigned to facilities in every county. They are authorized by federal and state law to help residents advocate their issues through mediation, negotiation, persuasion and technical advice.
Ombudsman are recognized by HIPPA as healthcare oversight agents; however, per federal and state law, all Ombudsman use written informed consent of the resident or legal representative to access medical records.
How can I assist in resolving concerns?
Some concerns can be resolved with a conversation, while others require intervention from local or state organizations.
Learn to ask who they have told and encourage them to work with the facility administration.
Encourage them to review the facility’s policies and procedures surrounding complaints and concerns. Many facilities maintain grievance forms, emails or phone numbers where people can raise concerns without retaliation.
Call your long-term care ombudsman, who will:
- Review the concern and determine if this is something our team can assist with and investigate or open a case.
- Question whether this is an individual issue or systemic issue.
- Act with integrity and confidentiality.
- Make a referral as needed.
When making a formal complaint to state authorities, what do I need to include?
When making formal complaints include dates, times, names, places and people/staff spoken to. As much detail as possible will help advocates understand and expedite the complaint.
How is a formal complaint made?
If an issue is deemed necessary to be investigated by state or local authorities, complaints can be made directly to the Division of Health Service Regulation for Nursing Homes and Adult Care Homes by calling 1-800-624-3004 or 919-855-4500.
We always encourage the family/resident to call themselves when possible.
Who is my Ombudsman?
Mecklenburg County Nursing Homes
Hillary Kaylor, Ombudsman Manager | hkaylor@centralina.org
Anson, Cabarrus and Stanly County
Rachel Kiel, Ombudsman | rkiel@centralina.org
Rowan, Iredell and Lincoln County
Jeannie Mullies, Ombudsman | jmullies@centralina.org
Gaston and Union County
Rochelle McIver, Ombudsman | rmciver@centralina.org
Mecklenburg Adult Care Homes
Kisha High, Ombudsman | khigh@centralina.org