The Ombudsman Program complaint mechanism functions at all levels with procedures for receipt, investigation, and resolution of problems and complaints.
- (1) Office of the State Long-Term Care Ombudsman staff:
- (A) receive complaints from all sources, including referrals from enforcement agencies and complaints from area ombudsman programs;
- (B) refer complaints to area ombudsman supervisors when appropriate;
- (C) investigate complaints directly or with ombudsman supervisors;
- (D) refer unresolved formal complaints to a regulatory or law enforcement agency, when appropriate;
- (E) assist other agencies in resolution of complaints; and
- (F) follow up on complaint resolution and closure.
- (2) Area ombudsman supervisors:
- (A) receive complaints from all sources;
- (B) investigate complaints through on-site, unannounced visits to the facility or refer to ombudsman volunteers to resolve;
- (C) resolve complaints or refer in writing to state long-term care ombudsman staff when correction cannot be achieved at the area level, or when a regulatory or law enforcement agency's assistance is needed; and
- (D) follow up on conditions identified through complaint process.
- (3) Ombudsman volunteers:
- (A) receive complaints and learn of problems from all sources;
- (B) investigate complaints through unannounced on-site routine weekly visitation to the assigned facility or refer to ombudsman supervisor to investigate;
- (C) resolve problems or complaints within the facility or refer to ombudsman supervisor to resolve; and
- (D) follow up on conditions through routine weekly visitation with residents in assigned facility.