Blog Post

Ombudsman Questions and Answers about COVID-19

The Centers for Medicare & Medicaid Services • Mar 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
  1. Can an ombudsman visit a nursing facility or assisted living facility (ALF)?
    1. 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.
  2. How long are ombudsman visits restricted?
    1. 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. 
  3. Should I respond to complaints differently right now?
    1. 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.
  4. How does an ombudsman work to resolve complaints during this time?
    1. 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.
  5. What information should I give to residents, their family members, and other concerned citizens? 
    1. For information about COVID-19 and LTC facility operations, refer to the COVID-19 sections of these site: 
      1. www.dshs.gov
      2.  www.hhsc.gov
      3. www.cdc.gov
      4. www.cms.gov
Click here more information and to read the full Ombudsman Questions and Answers about COVID-19.
Nurse standing behind elderly woman holding her shoulders

Area Agency on Aging to Host Free Conference in Pittsburg

By Area Agency on Aging of East Texas • 03 May, 2024
“Power in Community” Conference Will Cover Medicare Basics, Savings Programs, Preventing Fraud, Health and Wellness, and Community Resources
A group of elderly people are sitting around a table with a nurse.

Area Agency on Aging to Host Community Events Celebrating Older Americans Month in 2024

By Area Agency on Aging of East Texas • 02 Apr, 2024
Throughout May, the Area Agency on Aging of East Texas (AAA) is joining organizations across the nation to celebrate the seniors in our communities for Older Americans Month (OAM). The AAA will host and partner with organizations for six celebration events across East Texas at area senior centers and community centers focusing on connection – how communities can build relationships to maintain a healthy senior population. OAM is a national initiative led by the Administration for Community Living. This year’s theme, Powered by Connection , recognizes the profound impact that meaningful relationships and social connections have on our health and well-being. The following OAM celebration events are open to the public and will include food, fun, door prizes, and information on services available to East Texas seniors: May 8th at the Forever Young Activity Center, located at 404 S. Main St. in Quitman, from 10:00 AM - 1:00 PM May 9th at the Harrison County Extension Office, located at 2005 Warren Dr. in Marshall, from 9:00 AM - 12:00 PM May 14th at the Douglas Alumni Association Inc., located at 408 Terry St. in Pittsburg, from 9:30 AM - 2:00 PM May 16th at the First United Methodist Church, located at 225 Lovers Ln in Athens, from 9:30 AM - 2:00 PM May 30th at Central Baptist Church, located at 220 W. Sabine St. in Carthage, from 9:30 AM - 1:00 PM The AAA serves as the region's leader in advocating and providing various services, such as information and referral, benefits counseling, case management, health education classes, senior nutrition, housing repair, and support through the Ombudsman program for people in nursing and assisted living facilities. These services help older individuals live independent, meaningful, and dignified lives in their own homes and communities for as long as possible. Contact the AAA for questions about the events by calling (903) 218-6500.
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