(L-R) Ombudsmen Lee Ann Smith, Terry Collins, and Barbara Hinshaw.

An Ombudsman is an advocate for residents’ rights and is responsible for investigating complaints made by, or on behalf of, nursing and adult-care-home residents. Ombudsmen work with residents, family members, concerned citizens, facilities, and public and private agencies to enhance the quality of care and quality of life for residents in long-term care facilities. All Ombudsman services are free and confidential.

The North Carolina Long-Term Care Ombudsman Program, as established by the Older American’s Act, consists of individuals at the state and local levels. The State Long-Term Care Ombudsman is located within the NC Division of Aging and Adult Services in Raleigh; regional Ombudsmen are located in each Area Agency on Aging. 

Land-of-Sky Regional Council’s Area Agency on Aging has three Regional Ombudsmen:
Barbara Hinshaw, Lead Regional Ombudsman – Buncombe County
Terry Collins, Regional Ombudsman – Henderson and Madison Counties
Lee Ann Smith, Regional Ombudsman – Buncombe and Transylvania Counties

What does an Ombudsman do?
•    Advocates for residents when their legal rights have been violated or they are not receiving proper care or assistance
•    Investigates concerns from the residents of nursing and adult care homes, or from others in their behalf, as they relate to residents’ rights, services, and benefits. Complaints may be against facilities, government agencies or programs, or other services
•    Mediates disputes between long-term care residents and facilities as well as private and government agencies on behalf of the residents
•    Provides technical assistance to residents, families, and staff in areas including care planning, family and resident councils, resident transfer and discharge, long-term care placement, etc.
•    Promotes elder abuse awareness within the community.  Elder Abuse Awareness Day is June 15
•    Monitors long-term care facilities to ensure residents’ rights are not being violated
•    Educates the public on long-term care issues and promotes increased community involvement in long-term care facilities

CAC members learning to have a deeper understanding of the elder population through sensitivity training.

Who may need an Ombudsman?
•    Residents of nursing homes, adult care homes, and family care homes
•    Family and friends of residents in long-term care
•    Long-term care facility staff
•    Government agencies and community groups
•    Anyone seeking information and education regarding long-term care or placement issues

What to do before calling the Ombudsman
•    Be prepared. Be organized and have your concerns written down to help you be more effective and ask the right questions.
•    Keep your own records. Take notes or keep a journal. Remember to record dates, times, and people you spoke with regarding your concerns.
•    Be pleasant. Getting angry or rude never helps to solve the problem.
•    Utilize the Facility Complaint or Grievance Procedure system. If possible, try to solve complaints through the facility first.

What are Community Advisory Committees (CAC)?
The Ombudsmen works in conjunction with Nursing Home and Adult Care Home Community Advisory Committees (CAC) in each county to serve residents in long-term care facilities. CACs are volunteers appointed by the County Commissioners. They visit facilities, interact with residents, and advocate for quality care in the homes. Members must reside within the county they serve and serve terms from one to three years. A CAC’s role is to:
•    Advocate for residents of long-term care facilities and work on the local level to resolve complaints
•    Visit facilities to ensure that the Resident’s Bill of Rights is being followed
•    Promote elder abuse awareness

If you are interested in becoming a CAC volunteer or would like more information contact Barbara, Terry or Lee Ann at (828) 251-6622