Long Term Care Ombudsman

What is an Ombudsman?

The Ombudsman Program was established in 1987 as an amendment to the Older Americans Act. "Ombudsman" is a Swedish* word meaning citizen representative or advocate.

A Long-Term Care Ombudsman serves as a mediator who seeks to resolve complaints made by or on behalf of people living in long-term care facilities. The Ombudsman provides a way for people to voice their concerns and have their complaints addressed. The Ombudsman works with all parties to resolve the problem.

The Ombudsman also provides information and education regarding long-term care to members of the community.

Who Uses the Ombudsman?

• Residents of Nursing and Adult Care (Rest) Homes
• Families and Friends of Residents in Long-Term Care Facilities
• Long-Term Care Facility Staff
• Government Agencies and Community Groups
• Anyone seeking information regarding long-term care

What does the Ombudsman Program do for Residents in Long-Term Care Facilities?

• Advocates for Residents when their legal rights have been violated or they are not receiving proper care or assistance.
• Investigates Concerns from the residents of Nursing and Adult Care Homes, or from others on their behalf, as they relate to residents’ rights, services and benefits. Complaints may be against facilities, government agencies or programs, or other service providers.
• Mediates Disputes between long-term care residents and facilities, as well as private and government agencies, on behalf of the residents.
• Provides Technical Assistance to residents, families and staff in areas including: care planning, family and resident councils, resident transfer and discharge, long-term care placement, etc.
• Promotes Elder Abuse Awareness within the community.
• Monitors long-term care facilities to ensure residents’ rights are not being violated.
• Educates the public on long-term care issues and promotes increased community involvement in long-term care facilities.

Ombudsman Services are Confidential and Free

What Kinds of Complaints are Handled?

• PROBLEMS pertaining to residents’ rights in Long-Term Care Facilities
• PROBLEMS with billing and charges, Medicare and Medicaid
• CONCERNS about the quality of care or treatment from a long-term care service provider
• COMPLAINTS regarding transfers, discharges, discontinuance or changes in services, and appeal rights

To Contact Your Regional Ombudsman:

Dorian Fredrickson (ext. 332) (336) 294-4950 , Senior Regional Long Term Care Ombudsman

 Don Heermans (ext 312)  Regional Long-Term Care Ombudsman

Kim Johnson (ext. 249) Regional Long Term Care Ombudsman

Catharine Sutherland (ext. 326) Regional Long Term Care Ombudsman

The Regional Ombudsman will take incoming calls and respond to concerns/complaints from long term care residents, their families, and other interested people.  Ombudsmen do not have regulatory authority over long term care facilities.  In situations where the complaint is outside the jurisdiction of the ombudsman program, referrals are made to the appropriate authority.   

North Carolina Long Term Care

Regional long-term Care Ombudsmen offer a variety of training programs and presentations to the Community Advisory Committees, general public, long-term care facility staff, resident and family councils, and civic and religious organizations. If you would like to schedule training, please call (336) 294-4950. Below is a partial list of programs offered.