At VOYCE, we believe that every resident in a long-term care facility deserves to have their voice heard and their rights protected. That’s why We’re at the Age dove deep into the role of ombudsmen—advocates who help ensure quality care and dignity for individuals in nursing homes and assisted living facilities.
What Is an Ombudsman?
The word “ombudsman” comes from Swedish and means “advocate.” As VOYCE’s Program Director Chien Hung explains, ombudsmen advocate for residents in long-term care facilities, troubleshoot issues, mediate conflicts, and educate residents and families about their rights. They work to resolve concerns about care quality, staffing shortages, food service, resident rights, and even unfair discharges. “Lots of people don’t know about the ombudsman program, even though it’s been around for over 40 years,” says Chien.
Why Ombudsmen Matter
Marjorie Moore, co-host of We’re at the Age, shared a personal story about her uncle’s experience in a long-term care facility. Understaffing made it difficult for him to get the help he needed, and at one point, he fell and wasn’t found for a long time because the facility was understaffed. Having an advocate—a trained ombudsman— to push for frequent evening checks could have made a significant difference.
Chien highlighted that while VOYCE has housed the ombudsman program for St. Louis since 1979, the program has expanded to cover 39 counties and over 500 facilities across eastern Missouri. Despite this growth, there are only six ombudsmen overseeing thousands of residents, making funding and support for the program more crucial than ever. “Each ombudsman at VOYCE is overseeing 6,000 to 8,000 beds. The federal standard was 2,000 beds—30 years ago.” said Chien.
How Ombudsmen Help
Ombudsmen can assist residents with:
✅ Slow or inadequate responses to call lights
✅ Cold or poor-quality meals
✅ Lack of activities or restrictive policies
✅ Unfair discharges or payment disputes
✅ Concerns about staff behavior or facility practices
They act only with the resident’s consent, ensuring their wishes are respected. In cases where a resident cannot make decisions, a legal guardian or power of attorney may step in to advocate on their behalf. “If a resident calls and says, ‘I hit my call light, and no one came for three hours,’ we step in to help. But if a family member calls, we still need the resident’s consent to act,” Chien explains.
The Challenge of Retaliation
One major concern for residents is retaliation—fear that complaining about their care might lead to worse treatment. Chien acknowledged that while retaliation is real, it’s difficult to prove. That’s why ombudsmen work carefully and discreetly to verify complaints and advocate for systemic change without putting residents at risk.
“If staff members suddenly start treating you differently after you file a complaint, how do you prove it was retaliation and not just a mistake?” Marjorie asks. Chien responds, “Retaliation is real, but it’s very hard to prove. And that makes residents afraid to speak up.”
More Ombudsmen Needed
With the aging population growing, the need for ombudsmen is greater than ever. Yet, funding for these programs remains limited. VOYCE is actively advocating at both the state and federal levels for more resources to ensure residents in long-term care have access to an advocate. “Every day, 10,000 more people in the U.S. turn 65. The need for advocates is only going to grow.” said We’re at the Age cohost Melody Fox.
How You Can Help
📢 Support More Funding: Contact your Missouri State legislators and express your support for increased funding for the ombudsman program and join the Missouri Alliance for Long-Term Care Reform to join the movement!
👥 Volunteer: Becoming a certified ombudsman requires training, but it’s a rewarding way to make a direct impact in the lives of long-term care residents.
📞 Reach Out: If you or a loved one needs help navigating long-term care issues, VOYCE is here. Call our VOYCEConnect Helpline at 314-919-2403 for guidance and support.
Every resident deserves a voice. Let’s work together to ensure they have one.
🎧 Listen to the full episode of We’re at the Age to learn more!