Long-Term Care Ombudsman Program

Your Voice. Your Rights. Your Advocate.

The Delaware Long-Term Care Ombudsman Program advocates for and protects those who live in long-term care settings, such as skilled nursing and assisted living facilities, as well as stthose who receive home and community-based services.

Submit an online complaint

Frequently Asked Questions

What is an ombudsman?

Ombudsman is a Swedish word that means advocate or representative of the people. The State Long-Term Care Ombudsman Program advocates for individuals residing in nursing facilities and residential care communities, such as assisted living facilities, board and care homes. Ombudsmen visit facilities regularly to listen, check on care and make sure residents are treated with respect.

How can an Ombudsman help?

An ombudsman advocates for quality care and act as a voice for residents when there are concerns about the quality of care or services being delivered. Your ombudsman will help you:

Advocate for quality care
Promote dignity and choice
Witness advance health care directives
Identify and resolve concerns with facility administration and staff, such as being moved with notice, medication mix-ups, slow call responses or any kind of mistreatment.
Make sure you understand your rights and help you speak up for yourself.
Help you file complaints and appeals with the facility, when necessary.
Connect you with community and legal services, when needed.

Will I be charged for ombudsman services?

No. There is no cost for ombudsman services. The Delaware Long-Term Care Ombudsman Program is funded by the federal and state governments. Under the federal Older Americans Act, every state is required to have an Ombudsman Program that addresses complaints and advocates for improvements in the long-term care system. Each state has an Office of the State Long-Term Care Ombudsman led by a full-time State Long-Term Care Ombudsman who directs the program statewide.

Will my conversations with the Ombudsman be kept in confidence?

Yes. The ombudsman is your advocate. All complaints and conversations with the Long-Term Care Ombudsman are confidential.

Does the ombudsman inspect nursing and assisted living facilities?

No. Your ombudsman is there to support and empower you to advocate for yourself, or advocate on your behalf if you can’t. They do not inspect facilities for licensing or investigate complaints for the State. Licensing and surveys are conducted by the Division of Health Care Quality.

An ombudsman is assigned to and regularly visits all licensed skilled nursing and assisted living facilities. This allows them to provide feedback to facility administration, showcasing strengths, and offering suggestions to improve resident satisfaction.

Need to register a complaint?

For complaints about a long-term care facility, complete this online form.

Note: You must provide your name to submit a complaint online.

To file an anonymous complaint about a long-term care facility, call the Long-Term Care Ombudsman Program hotline at 1-855-773-1002.

For complaints about home and community-based service providers, call the Long-Term Care Ombudsman Program hotline at 1-855-773-1002.

Know Your Rights

Respect

Timely, courteous and reasonable responses to requests or grievances, in writing if requested.
Unrestricted communication with others.
Ability to manage your own financial affairs.
Ability to recommend changes or present grievances to the facility staff or your Ombudsman.
Freedom from verbal, physical or mental abuse; cruel and unusual punishment; involuntary seclusion; withholding of monetary allowances; withholding of food; and deprivation of sleep.
Notice before your room or roommate is changed, except in emergencies, and to have the facility honor your request for a room or roommate whenever possible.
Exercise your rights as a citizen of the State and the United States of America.

Information

Receive, prior to or at the time of admission, a written statement of the services provided.
Receive a written, itemized statement of charges and services.
Receive complete and current information concerning your diagnosis, treatment, and prognosis.
Inspect all records pertaining to you.
The name, address and phone number of the physician responsible for your care placed by the facility at your bedside.
Receive in writing information regarding any relationship the facility has with other health care or related institutions or service providers.
Examine the most recent survey of the facility.
Receive information from agencies acting as client advocates and have the opportunity to contact those agencies.
Request the names and positions of staff members providing care to you.
Request an organizational chart outlining the facility’s chain of command, for purposes of making requests and asserting grievances.

Choice

Make choices regarding activities, schedules, health care and other aspects of your life.
Participate in an ongoing program of activities.
Participate in social, religious and community activities.

Dignity

Respect and privacy.
Freedom from restraints.
Privacy in your room.
Privacy during visits from your spouse.
Retain and use your own clothing and personal possessions.
Not have to perform a service for the facility.

Care

Receive considerate, respectful and appropriate care, treatment and services.
Receive reasonable continuity of care.
Choose a personal attending physician.
Not be transferred or discharged from a facility except for medical reasons, your own welfare, or the welfare of other residents – or for nonpayment of justified charges. You must be given 30 days’ notice, except when the situation is deemed an emergency.

Advance Care Planning

Every adult over age 65—no matter how healthy and independent your currently are—should start thinking about Advance Care Planning. This includes filling out important documents called Advance Directives. These documents let your loved ones and your healthcare team know about the care you would want if serious illness or injury keeps you from making or communicating decisions for yourself.

Advance Directive

Creating an Advance Directive allows you to express your wishes about lifesaving treatments and procedures in the event you are too ill to communicate. It also lets you name someone to make decisions about your health care when you are not able to do so yourself. Find a copy of Delaware’s Advance Directive form here.

Delaware Medical Orders for Scope of Treatment (DMOST)

End-of-life directives reflecting the patient’s treatment preferences for life-sustaining treatment such as cardiopulmonary resuscitation (CPR), artificial nutrition (feeding tube), dialysis and other treatments. Written by a licensed medical provider for patients who meet certain medical requirements, DMOST orders are followed by all medical personnel in any setting, including a long-term care facility, emergency department or acute-care hospital. Find a copy of the DMOST form here.

Volunteer as a Long-Term Care Ombudsman

Looking for a meaningful way to make a difference in the lives of residents living in long-term care settings? Become a volunteer advocate ombudsman!

The Delaware Long-Term Care Ombudsman Volunteer Program is an exciting opportunity for people who want to make a difference in the lives of those living in long-term care settings. Under the supervision of staff, volunteers regularly visit nursing homes and assisted living communities to advocate for residents, and respond to resident complaints.

Who Can Volunteer?

You are not eligible to volunteer as an Ombudsman if you (or an immediate family member):

Have a financial interest in or compensation from a long-term care setting
Are currently, or have been employed in a long-term care setting within the past year

Ready to make a difference? Apply as a Volunteer Ombudsman today!

For more information, call 1-855-773-1002 or email DHSS_OSEC_Ombudsman@delaware.gov to request a volunteer application.

Additional Resources

Helpful Guides and Resident Rights

This fact sheet provides information on how the Long-Term Care Ombudsman Program advocates for residents and works to resolve concerns or complaints residents face, as well as promote change at the local, state, and national level to improve quality of life and care.

Below are additional resources for residents and families.