State Long-Term Care Ombudsman

A long-term care ombudsman works objectively on behalf of people receiving long term care services in a nursing home, an assisted living facility or in the community. 

Our Impact in 2024

20,182

consultations and information to individuals

3,113

complaints investigated with a 72% resolution rate

6,149

facility visits

What We Do

The state program oversees 20 local offices located in Area Agencies on Aging throughout Virginia that provide service in their communities. In addition to the training and oversight of the local ombudsman offices, duties of the State Long-Term Care Ombudsman include:

• Receiving, investigating, and resolving complaints made by or on behalf of persons in nursing homes and assisted living facilities.
• Assisting long-term care recipients in exercising their rights
• Mediating concerns between residents and/or their families and the care provider;
• Providing public education, including help choosing and paying for long-term care;
• Providing support for the development of resident and family councils;
• Monitoring and addressing regulation and policy affecting people receiving long term care services;
• Addressing systemic care problems through participation in committees, task forces, and advisory boards working on issues such as staffing, workforce development, survey and enforcements processes, long term care financing, and quality standards;
• Collecting, reporting, and analyzing statewide Program data, trends and issues in long term care;
• Representing the interests of residents before governmental agencies; and
• Seeking administrative and legal remedies to protect the recipient’s rights.

Ombudsman Program Core Principles

• Solution Oriented: When consumers of long term care services are unable to resolve problems on their own, the Ombudsman will assist them to find a solution.
• Confidential: Complaints may be reported anonymously to the Ombudsman Program. The identity of persons making complaints and the person on whose behalf the complaint is being made will not be released without permission.
• Resident Centered: The needs, rights, and concerns of the long term care recipient are the primary guide for the actions of the Ombudsman.