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.
The Marshall-Harrison County Health District invites community members to attend the next Building Healthy Futures class, Navigating Aging, on Thursday, July 30, at 1:00 p.m. at the Harrison County AgriLife Extension Office (2005 Warren Drive, Marshall, Texas). Presented by the Area Agency on Aging of East Texas, this free educational class is designed to introduce older adults, caregivers, and family members to valuable programs and resources that support healthy, independent living. Participants will learn about the Area Agency on Aging's evidence-based intervention programs, which are designed to promote wellness, prevent falls, manage chronic health conditions, and improve overall quality of life. Attendees will also enjoy a nutritious snack provided during the class. In addition to the presentation, the Area Agency on Aging will conduct a brief community survey to gather input on the types of aging-related classes and services residents would like to see offered in Marshall and Harrison County. Community feedback will help shape future educational opportunities to better meet local needs. "Building Healthy Futures is about connecting our community with trusted resources that support health and well-being at every stage of life," said Jennifer Hancock, Executive Director of the Marshall-Harrison County Health District. "We're excited to partner with the Area Agency on Aging of East Texas to learn more about the classes and services they offer." The class is free and open to the public. Registration is recommended by visiting mhchd.org or by contacting the Marshall-Harrison County Health District at 903-938-8338.
Each May, the Administration for Community Living leads the nation’s observance of Older Americans Month, and this year’s theme was “Champion Your Health.” In recognition of the month, the Area Agency on Aging of East Texas hosted three community events in Jacksonville, Marshall, and Athens, bringing together older adults, caregivers, staff, volunteers, and community partners to celebrate healthy aging and support older adults’ independence. More than 420 people attended the three events, where they received information and heard from experts on senior services, exercise programs, fraud and scams, and ways to take an active role in managing their health. Activities included on-site health screenings, evidence-based activity demonstrations, a Dementia Live demonstration, and the TxDOT Car Fit Program for Seniors. At some events, local officials also read proclamations recognizing May as Older Americans Month, including Cherokee County Judge Chris Davis, who presented the proclamation in Jacksonville. “We encourage older East Texans and their caregivers to connect with our agency to learn more about the resources and services available to help them live independently and remain active in their communities,” said Adrian Cornejo, ETCOG’s Director of the Area Agency on Aging. Special thanks to all event partners, sponsors, volunteers, AAA staff, and participants who helped make these Older Americans Month events a success!
