Ombudsman Questions and Answers about COVID-19
The Centers for Medicare & Medicaid Services • March 20, 2020
The Centers for Medicare & Medicaid Services released revised and expanded
guidance for nursing homes on responding to COVID-19. This letter provides detailed direction on new visitor restrictions imposed to help nursing homes control and prevent the spread of infection.
- Residents still have the right to access the Ombudsman program.
- Their access should be restricted per the guidance above (except in compassionate care situations), however, facilities may review this on a case by case basis.
- If in-person access is not available due to infection control concerns, facilities need to facilitate resident communication (by phone or other format) with the Ombudsman program or any other entity listed in 42 CFR § 483.10(f)(4)(i
Questions and Answers
- Can an ombudsman visit a nursing facility or assisted living facility (ALF)?
- No. All volunteers and staff are temporarily restricted from making an onsite facility visit. In special circumstances, an MLO may obtain approval from the State Ombudsman to conduct a facility visit to investigate a complaint.
- How long are ombudsman visits restricted?
- The restriction began on Friday, March 13, and will extend until at least April 15, 2020. The State Ombudsman will extend this time frame if necessary for the health and safety of LTC facility residents.
- Should I respond to complaints differently right now?
- Yes, some complaints must be reprioritized. Inform the complainant that your ability to work to resolve a complaint is temporarily limited to telephone and email contact with facility staff. Explain that facilities are instructed to prioritize issues related to infection control and abuse, and therefore, these are the issues you are also prioritizing. See guidance in the Complaint Procedures section of this document.
- How does an ombudsman work to resolve complaints during this time?
- Complaint intake, investigation, and resolution must be conducted by phone, email, and video calls such as FaceTime, Skype, and Duo. Specific procedures for this work are described in the “complaint procedures” section of this document.
- What information should I give to residents, their family members, and other concerned citizens?
- For information about COVID-19 and LTC facility operations, refer to the COVID-19 sections of these site:
Click here more information and to read the full Ombudsman Questions and Answers about COVID-19.
Throughout May, the Area Agency on Aging of East Texas (AAA) will join organizations nationwide in celebrating Older Americans Month (OAM). This month-long observance honors the contributions of seniors in our communities. To mark the occasion, AAA will host and collaborate with local organizations for four special celebration events across East Texas, held at senior centers and community hubs. These events will highlight the importance of connection and the role strong relationships play in maintaining a vibrant, healthy senior population. OAM is a national initiative led by the Administration for Community Living. This year’s theme, “Flip the Script on Aging,” challenges outdated perceptions and encourages a fresh perspective on aging. It promotes a shift in how society talks about, understands, and supports older adults, empowering communities to embrace aging in a more positive and inclusive way. Join Us for These Community Celebrations! The following OAM events are open to the public and will feature food, entertainment, door prizes, and valuable information about services available to East Texas seniors: 📅 May 7 – Henderson Community Building, 302 Fair Park, Henderson | 10:00 AM - 1:00 PM 📅 May 15 – First United Methodist Church, 225 Lovers Ln, Athens | 9:30 AM - 2:00 PM 📅 May 16 – Jefferson Senior Center, 111 W. Broadway, Jefferson | 9:00 AM - 12:30 PM 📅 May 21 – Harrison County Agrilife Extension Office, 2005 Warren Drive, Marshall | 9:00 AM - 12:00 PM The AAA advocates for seniors and provides essential services, including benefits counseling, case management, health education, nutrition programs, referrals, and Ombudsman support for those in assisted living. These services promote independence and dignity, helping seniors remain in their communities. For event inquiries, call (903) 218-6500.
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