A Long-Term Care Ombudsman is a trained advocate who helps protect the rights, dignity, safety and well-being of people living in nursing homes, assisted living facilities and other long-term care communities. The word “ombudsman” means a person who speaks on behalf of another.

An Ombudsman listens to residents’ concerns, investigates complaints and works with everyone involved to find an appropriate solution. Ombudsmen also educate residents and families about their rights, provide information about long-term care services and help establish resident and family councils.

Anyone may contact an Ombudsman, including a long-term care resident, family member, friend, facility employee or other concerned individual.

An Ombudsman can assist with concerns involving:

• Resident rights or dignity

• Physical, verbal or emotional abuse

• Neglect or inadequate care

• Poor personal hygiene

• Delayed responses to requests for assistance

• Improper transfers or discharges

• Inappropriate use of chemical restraints

• Problems involving meals, medications or personal belongings

• Any concern affecting a resident’s health, safety or quality of life

Yes. An Ombudsman can provide information to help you evaluate nursing homes, assisted living facilities and other long-term care options. They can also explain resident rights and help families understand what to consider when selecting a facility.

You may submit a complaint by phone, in writing or in person at:

NACOLG Department of Aging Services
103 Student Drive
Muscle Shoals, AL 35661

The office is located on the Northwest-Shoals Community College campus.

Yes. You are not required to provide your name. However, sharing your contact information may help the Ombudsman gather additional details and keep you informed. All information is treated confidentially unless permission is given to share it.

The Ombudsman Program protects the confidentiality of residents and complainants. Your identity and personal information will not be disclosed without permission, except when disclosure is required by law.

No. NACOLG’s Long-Term Care Ombudsman services are provided at no cost to residents, families or other concerned individuals.

No. An Ombudsman is an independent advocate for residents. The Ombudsman’s responsibility is to protect residents’ rights and help address concerns involving their care and quality of life.

Yes. An Ombudsman can serve as a neutral mediator between residents, families, facility employees and administrators. The goal is to improve communication and help everyone work toward a fair solution.

Long-term care residents have the right to be treated with dignity and respect, participate in decisions about their care, receive appropriate services, maintain privacy, communicate freely and voice concerns without fear of retaliation.

If someone is in immediate danger, call 911. You should also contact an Ombudsman promptly if you suspect abuse, neglect, exploitation or any situation that threatens a resident’s health, safety or welfare.

Volunteer opportunities may be available through the Long-Term Care Ombudsman Program. Trained volunteers visit assigned facilities, speak with residents and families, observe conditions and report concerns to Ombudsman Program staff.

Ombudsman volunteers may:

• Visit residents in long-term care facilities

• Observe residents’ care and quality of life

• Educate residents and families about resident rights

• Encourage residents to speak up about their needs

• Identify and report concerns to Ombudsman Program staff

• Complete regular facility-visit reports

• Attend continuing education and training

• Maintain strict confidentiality

• Build respectful relationships with residents, families and facility staff

NACOLG provides Long-Term Care Ombudsman services to residents and families throughout its five-county Northwest Alabama service area: Colbert, Franklin, Lauderdale, Marion and Winston counties.