|
 |
| Procedure to Address Complaints
Against the Local Ombudsman Program-Residents and their Representatives
Complaints may involve the type of services, delivery of these services, or the Ombudsman program’s compliance with applicable laws and regulations. The following procedure addresses complaints generated by residents or their representative. All other complainants should contact the local ombudsman program coordinator.
Persons involved with submitting and receiving complaints must abide by federal and State confidentiality requirements. For example, names of specific residents should not be divulged without their prior consent.
- If the complaint can be resolved simply and quickly, the complainant should contact the Local Ombudsman Coordinator by either telephone or in person, informally discuss the problem or concern, review possible options for a resolution, and reach a mutual agreement for resolving the complaint.
If attempts at informal resolution results are unsuccessful, the complainant shall follow the written grievance process established by the first administrative level over the Local Ombudsman Program [CCR 7402(a)] when:
- The complaint cannot be resolved informally,
- The complaint pertains to the Local Ombudsman Coordinator, or
- The complaint is a problem that seriously impacts a resident’s well-being and/or safety.
|
The starting point for this first level is to contact the local Ombudsman program for information on their agency-specific grievance process. A list of all 35 local Ombudsman programs may be found on the California Department of Aging web site: http://www.aging.ca.gov
If the results of this first level of the grievance process are unsatisfactory to the complainant, the complainant may request an Informal Administrative Review [CCR 7404(b)] by the local Area Agency on Aging (AAA) that holds the contract for the local Ombudsman program. A list of all AAAs may be found on the California Department of Aging web site: http://www.aging.ca.gov
If the results of this second level of the grievance process are unsatisfactory to the complainant, the complainant may request a Formal Administrative Hearing [CCR 7406(a)] with the AAA. Please contact the local AAA for information on their Formal Administrative Hearing Process.
The final decision made in the AAA Formal Administrative Hearing is not subject to appeal [CCR 7406(b)(9)].
|
| |
|
 |
 |
 |
|
| Ombudsman |
|
|
 |
|
| Advocates for resident’s rights in long-term care facilities. |
|
|
 |
|
 |
|
| |
|
| |
|
|
|
|
