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 across the nation in celebrating Older Americans Month (OAM), led by the Administration for Community Living, honoring the important contributions of older adults in our communities. This year’s theme, “Champion Your Health,” encourages older adults to focus on the steps they can take to support their physical, mental, and emotional well-being, while highlighting the resources and community connections that help people age well. In recognition of Older Americans Month, AAA will host three special events at community locations across East Texas to celebrate older adults and share information about programs and services available to seniors and caregivers. Throughout the month of May, the Area Agency on Aging will also participate in additional events that promote the mental and physical health of our communities and recognize the many contributions older Americans have made, and continue to make, across the country. As the United States marks its 250th anniversary this year, Older Americans Month also offers an opportunity to reflect on the generations of older adults whose service, leadership, and life experiences have helped shape our nation, our state, and our local communities. “Older Americans Month is an important time to recognize the lasting contributions of older adults and the many ways they strengthen our communities,” said Adrian Cornejo, ETCOG’s Director of the Area Agency on Aging. “This year’s theme, Champion Your Health, reminds us of the importance of supporting healthy aging by connecting older East Texans with resources, services, and opportunities that help them live well and remain engaged.” The following OAM celebration events are free and open to the public and will feature information on services and supports available to East Texas seniors: Friday, May 15 10:00 AM – 2:00 PM First Christian Church 1920 Beaumont St. Jacksonville, Texas 75766 Wednesday, May 20 9:00 AM – 12:00 PM Marshall Convention Center 2501 E. End Blvd S. Marshall, Texas 75672 Thursday, May 21 10:00 AM – 4:00 PM First Methodist Church of Athens 225 Lovers Lane Athens, Texas 75751 The AAA is the region’s leader in advocacy and services for older adults, providing support such as information and referral, benefits counseling, case management, health education classes, senior nutrition, and the Ombudsman program for people living in nursing and assisted living facilities. These services help older individuals live independent, meaningful, and dignified lives in their homes and communities for as long as possible. For questions about the events, contact the Area Agency on Aging of East Texas at (903) 218-6500.
The East Texas Area Agency on Aging (ETAAA), a program of the East Texas Council of Governments (ETCOG), is inviting the public to review and comment on our 2027 to 2029 Area Plan. ETAAA serves as the Area Agency on Aging for Planning and Service Area 4, a fourteen-county region in East Texas. The Area Plan outlines our strategy to strengthen the Aging Services Network and address the needs of people age 60 and older, family caregivers, and individuals with disabilities. It also guides how we plan, coordinate, and oversee services supported by the Older Americans Act and other state and local initiatives. Our mission is to serve as the region’s leader in advocating for and delivering services that enable older adults to live independently, with dignity and purpose, in their homes and communities. Our vision, “Age Well, Live Well, ” reflects a person-centered approach focused on better choices, improved health, and access to nutritious food. We call it “Serving One Senior at a Time.” The 2027–2029 Area Plan is guided by a needs assessment incorporating data, service trends, and stakeholder input. Key priority needs include access to home- and community-based services, caregiver support, transportation, nutrition and food security, social isolation, healthcare access and chronic disease management, and improved service coordination and system navigation. How to share your input Public comments will be accepted through April 26, 2026 . Submit comments by mail or email: Mail: Area Agency on Aging, 3800 Stone Road, Kilgore, TX 75662 Email: Colleen.Halliburton@etcog.org
