Assisted Living

Complaints About the Center

The center administrator should be contacted when you or the resident have any concerns about the quality of care or any policy or treatment received while in their care. If you are not satisfied with the response you have the right to contact a local ombudsman.

The purpose of the Ombudsman Program is to receive, investigate and resolve complaints made by or on behalf of older individuals who are residents of long-term care facilities, which includes assisted living centers. The ombudsman is available to all residents of assisted living and is an advocate for the resident to assist them in resolving questions about the care or services during their stay at the center.

An ombudsman will investigate and help to resolve a complaint regarding:

  • resident’s rights;
  • access to information;
  • admission, transfer and discharge;
  • resident choice and privacy;
  • personal funds;
  • resident care;
  • restraints;
  • dietary;
  • environment;
  • administration;
  • and other pertinent issues related to resident care.

Complaints can be made anonymously, however, the ability to substantiate complaints is more effective when someone is willing to provide evidence and first hand knowledge. It is important to report any situation of possible abuse or neglect.