Ombudsman (om.buds.man) n. A person who investigates complaints and mediates fair settlements.
An ombudsman is a resident’s rights advocate. What I do is that I go in and visit the facilities and get to know the residents, so that they can trust me as somebody they can come to if they have a problem or a concern, and I investigate problems and see what I can do to help. - Joan, Ombudsman
Who We Are
We are advocates for the frail and vulnerable residents in the long term care facilities in San Mateo County. We investigate complaints made on behalf of the residents, and we work to bring resolution to those complaints. We work with facility staff to change the way that care is delivered to the residents, and in doing so we are charting the course of care for tomorrow’s older Americans.
Our mission is to challenge long-term care facilities to deliver the highest standards of individualized care to their residents. We advocate for the health, safety and dignity of these residents and for broader changes in the system.
Our vision is for the long-term care facilities in our county to be the best in the country and reflect the high standards of resident-centered care.
There is a strong statistical possibility that you or someone you know will reside in a nursing home or other long term facility during one’s lifetime. Our job is to make sure your stay is safe, comfortable, and dignified, and that each resident receives the quality of care that he or she rightfully deserves.
We are committed to changing the face of aging in the Bay Area. In addition to actively investigating complaints, we are proactive in providing resources and ongoing support to residents and their families. We know how challenging it can be to navigate the long -term care system and we are here to help you.
We also provide quality resources and training for staff in long term care facilities. Ombudsman Services of San Mateo County wants to partner with the long term care facilities, enabling them to thrive through providing excellent person-centered care for their residents.
We are committed to protecting the wishes and rights of those who live in long term care.
We provide the following services:
- Monitor long term facilities for quality of care, quality of life and violation of residents’ rights
- Advocate on behalf of facility residents
- Receive, investigate and resolve complaints on behalf of residents
- Investigate elder abuse that occurs in the facilities
- Work with families to find suitable placement for their loved ones
- Work to resolve systemic problems that affect all residents in a facility
- Witnessing services for execution of Advance Directives for Health Care in Skilled Nursing Facilities
- Assistance to access MediCal
- Investigation of MediCal fraud
- Community Education on elder care and elder abuse issues
- In-service education for facility staff
- Facilitation of “Best Practice” referrals between facilities
Who We Serve
We serve individuals who reside in long term care facilities in San Mateo County and their families.
To date, we are currently serving:
- 17 Nursing Homes with a total of 1,685 beds
- 327 Assisted Living Facilities with 4,875 beds
- 36 Intermediate Care Facilities with 216 beds
- 20 Adult Day Care Centers with 1,004 clients
- 2 Adult Day Health Centers with 135 clients
- 114 Adult Residential Facilities with 714 residents
- 4 Social Rehab Facilities with 53 residents
Accomplishments in FY 2015-2016
- 4,896 facility monitoring visits to 462 facilities to assure and enhance resident’s quality of life
- 7,915 hours of volunteer service valued at over $200,000
- 20 in-service trainings to facility staff
- 443 consultations to individuals seeking assistance and 49 presentations and community events
Investigated and closed:
- 1,756 complaints investigated with 92% resolved to the satisfaction of the residents