Long-Term care Ombudsman Program

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An important part of Bay Aging’s Circle of Care


Serving the counties of Essex, Gloucester, James City, King William, King & Queen, Lancaster, Mathews, Middlesex, Northumberland, Richmond, Westmoreland and York and the cities of Hampton, Newport News, Poquoson and Williamsburg.

Virginia Long-Term Care Ombudsman Program

The Long-Term Care Ombudsman Program is operated by the Virginia Association of Area Agencies on Aging. The program serves as a focal point whereby complaints, made by or on behalf of older persons in long-term care facilities such as nursing homes or assisted living facilities, or those receiving long-term care services in the community, can be received, investigated and resolved. The Long-Term Care Ombudsman Program is also a resource for information and counseling regarding community-based services, and general problems and concerns affecting the elderly.

Ombudsman Purpose

An Ombudsman is a person who helps residents of nursing homes, assisted living facilities and recipients of in-home services resolve complaints or answer questions.

Ombudsman Objectives

  • Receives, investigates and works to resolve complaints involving quality of care, residents’ rights and quality of life.
  • Serves as a resource for information about care options and general aging issues.
  • Educates consumers and providers about residents’ rights and helps consumers and their families advocate on their own behalf.
  • Works to improve the quality of care provided to recipients of long-term care services
  • Assists residents in exercising their rights.
  • Mediates concerns between residents and / or their families and the facility staff.
  • Provides residents and their families with information about government benefits, and other agencies which can be of assistance.

Complaints / Problems

  • When complainants are unable to resolve problems on their own, the Ombudsman will explore with them options for resolution.
  • The investigation of complaints reported through the Ombudsman Program generally begins within three working days after the complaint is reported. Complaint investigations must be completed within forty-five working days.
  • Complaints may be reported anonymously to the Ombudsman Program. The identity of the persons who report complaints are protected and will not be revealed to anyone without the care recipients and complainants’ written permission or a court order.

For More Information

If you are located in our service area and believe you have been abused, neglected or exploited, or have questions about your rights, please contact:

Lisa Walker
(804) 758-2386 ext 1234
for the Northern Neck & Middle Peninsula

Carol Turner
(757) 220-1577
for the Peninsula area

Prompt, Solution-Oriented
& Confidential

You Have Rights


SAFETY Report abuse, neglect or exploitation.

GRIEVANCE You can make a complaint without fear of punishment or retaliation.

PERSONAL DECISIONS Make your own choices about your care and your finances.

PRIVACY Your personal matters, your visitors and your mail are your business.

CHOICES You can select your social and religious activities.

INFORMATION Know your rights and responsibilities (Contact the Administrator for a copy of your rights.)

PREFERENCES Expect to have reasonable preferences and accommodation.


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