Long Term Care Ombudsman Program Implements Helpline

Nevada Department of Health and Human Services’ Aging and Disability Services Division Administrator Dr. Edward Ableser recently announced the Nevada Long Term Care Ombudsman Helpline is now active.

The Nevada Long Term Care Ombudsman program is committed to improving the quality of life and care for long term care residents statewide and provides many services. Ombudsmen advocate for residents in long term care by conducting unannounced facility visits and through the investigation of complaints reported by long term care residents, family, friends or staff members.  In addition, the Nevada Long Term Care Ombudsman program is focused on changing the culture of long term care throughout the Silver State. The program provides education for consumers and long term care providers about residents' rights and best care practices and encourages long term care facilities to use a person centered approach while providing care.

In order to provide direct access to the Nevada Long Term Care Ombudsman program a helpline and separate email account was established for residents, families and the public, effective June 1, 2017.

Long Term Care Ombudsman Helpline: 1-888-282-1155

Long Term Care Ombudsman Email: ltc.ombudsman@adsd.nv.gov

To report concerns of possible elder abuse please contact the Elder Rights Intake Line at: 1-888-729-0571

Nevada’s Long Term Care Ombudsman Program (LTCOP) was established under federal mandate through the Older American’s Act to improve the quality of care in America’s nursing homes.  The role of the Ombudsman is to resolve problems of individual residents as well as to bring about changes at the local, state and national levels.

The LTCOP receives complaints regarding a resident’s situation and works with the resident to resolve the complaint.  This is accomplished by working with residents and family members to speak out when they have concerns, advocating for resident needs through legislation and changes in facility practice, and collaborating with other state agencies to improve the quality of care in facility settings

When the grievance involves violations of an operational regulation the Ombudsmen refer the matter to the Nevada Division of Public and Behavioral Health for investigation.  If the matter involves an elder abuse issue the matter is referred to the Elder Protective Service Program who will investigate and work with law enforcement to pursue criminal prosecution when abuse has occurred.  Ombudsmen are not able to fine or sanction any long-term care facility and rely on advocacy to address concerns.

There are 548 licensed long term care facilities throughout the State of Nevada with room for 14,390 residents. Last year the Ombudsman Program, made up of 9.5 Ombudsmen staff, investigated 2,194 complaints and provided information to 21,785 residents to protect against abuses or capricious acts.  In addition, the Ombudsman Program conducted 24 trainings for facility staff on topics ranging from resident rights to customer service and attended 182 resident council meetings where residents are empowered to organize and speak up for their rights and correct problems.

For additional information on ADSD, please link to: http://adsd.nv.gov

Contact your Area Agency on Aging: Visit http://www.eldercare.gov/  or call 1-800- 677-1116