Long-Term Care Ombudsman Program
Protecting the rights, safety, and welfare of residents in nursing homes, assisted living facilities, and memory care across the Midlands.
What Is a Long-Term Care Ombudsman?
A Long-Term Care Ombudsman is an advocate for residents of nursing homes, assisted living facilities, and other long-term care settings. The program is governed by the federal Older Americans Act and by South Carolina law (the Omnibus Adult Protection Act).
Ombudsmen work to improve the quality of life and quality of care for residents. They investigate complaints, mediate disputes, educate residents and families about their rights, and advocate for systemic improvements in long-term care.
What Does an Ombudsman Do?
- Identifies problem areas in long-term care and advocates or mediates for resolution
- Investigates reports of abuse, neglect, and exploitation in facilities
- Works with other agencies (DSS, law enforcement, regulatory bodies) when appropriate
- Educates residents, families, staff, and the community on the Resident Bill of Rights
- Provides training on issues governing long-term care
- Provides Advance Directive education
- Visits facilities regularly to monitor conditions and speak with residents
Who Can Contact the Ombudsman?
- Residents of long-term care facilities
- Family members and friends of residents
- Facility staff with concerns (confidentiality protected)
- Healthcare professionals and social workers
- Any concerned community member
Common Issues We Address
- Quality of care concerns (medication errors, untreated pain, poor hygiene)
- Resident rights violations (privacy, dignity, communication)
- Financial exploitation or misuse of resident funds
- Transfer and discharge disputes
- Food and nutrition complaints
- Staffing shortages affecting resident care
- Restraint and seclusion concerns
- Access to personal physicians and medical records
- Social isolation and activity access
How to File a Complaint
- Contact the Ombudsman program.
- Provide the resident’s name, facility name, and a description of the concern. You may remain anonymous if you wish.
- An ombudsman will investigate the complaint, speak with the resident (with consent), review records, and work toward resolution.
- You will be informed of the outcome to the extent permitted by confidentiality laws.
Resident Rights in South Carolina
Residents of long-term care facilities have specific rights under both federal and state law. These include the right to:
- Be treated with dignity and respect
- Be free from abuse, neglect, and exploitation
- Privacy and confidentiality
- Participate in care planning and refuse treatment
- Communicate privately and freely
- Manage personal financial affairs
- Voice grievances without fear of retaliation
- Access visitors and participate in social, religious, and community activities
Friendly Visitor Program
The Friendly Visitor Program is a volunteer-based initiative designed to improve the quality of life for residents in long-term care facilities. Friendly Visitors are trained volunteers (not certified ombudsmen) who visit facilities weekly to interact with residents, observe conditions, and assist with minor concerns.
To become a Friendly Visitor, you must:
- Be 18 years of age or older
- Maintain confidentiality
- Have no criminal record
- Be free from conflict of interest
- Have a valid driver’s license and transportation
- Not use controlled substances
Training is provided. To learn more, visit our Volunteer page or contact Fretoria Williams at fwilliams@adrcmidlands.org.
Advance Directives Education
Our ombudsman program provides education on advance care planning, including:
- Living Wills (Declaration of a Natural Death)
- Healthcare Power of Attorney
- Do Not Resuscitate (DNR) orders
- Five Wishes and other planning tools
For detailed guidance, visit our Advance Directives & Legal page.
Related Services
- Advance Directives & Legal — For help completing living wills and healthcare powers of attorney
- Information & Referral — To find facility options or in-home care alternatives
- Family Caregiver Support — If you are considering facility placement for a loved one
- Volunteer — To become a Friendly Visitor or Ombudsman volunteer