The short answer: If you or a relative lives in a Florida nursing home, assisted living facility or adult family-care home and something is wrong, the Long-Term Care Ombudsman Program can help, for free and in confidence. Call 1-888-831-0404. Ombudsmen are trained volunteers and staff of the Department of Elder Affairs who work for residents, not for facilities. (Source: Florida Department of Elder Affairs.)
What the Ombudsman Program Does
- Investigates complaints made by or for residents, about care, dignity, food, medicines, money, discharges or anything else that affects a resident's quality of life. (Source: Elder Affairs.)
- Visits every facility. Local ombudsman councils assess each nursing home, assisted living facility and adult family-care home at least once a year, without advance notice, looking at residents' rights, health, safety and welfare. (Source: Florida Statute 400.0074.)
- Keeps complaints confidential. The names of people who complain and of residents involved stay confidential unless they agree or a court orders otherwise. (Source: Florida Statute 400.0077.)
- Covers the whole state through 14 district offices and volunteer local councils. (Source: Elder Affairs.)
The ombudsman does not license or fine facilities. That is the job of the Agency for Health Care Administration, which takes complaints at 1-888-419-3456. If a resident is being abused, neglected or exploited, report it to the Florida Abuse Hotline at 1-800-962-2873, and call 911 if they are in danger.
How to File a Complaint
- Call 1-888-831-0404 or 850-414-2323, or call your district office below.
- Or email ltcopinformer@elderaffairs.org, fax 850-414-2377, or write to the Long-Term Care Ombudsman Program, 4040 Esplanade Way, Tallahassee, FL 32399.
- Say who the resident is, the facility, what happened and when, and what outcome the resident wants.
There is no charge. (Source: Elder Affairs.)
Residents' Rights in Florida
Florida law lists the rights of nursing home and assisted living residents. Among them (Sources: Florida Statute 400.022, 429.28 and the Ombudsman Program):
- To be free from abuse, neglect and exploitation, and to be treated with dignity and respect.
- To private, uncensored communication and visits.
- To manage their own money, or to choose who does.
- To keep their own clothing and belongings.
- To take part in planning their care, and to refuse medicine or treatment.
- To complain without retaliation.
- To advance written notice before being moved out: 30 days in a nursing home and 45 days in an assisted living facility, except in emergencies.
If a facility tries to discharge a resident, call the ombudsman right away.
Ombudsman District Offices
(Source: Elder Affairs district contact list.) Each county page also shows its district.