The local long-term care ombudsman
The Ohio Department of Aging's State Long-Term Care Ombudsman Program is delivered regionally. For Hamilton, Butler, Warren, Clermont and Clinton counties -- the Southwest Ohio region -- that office is Pro Seniors, Inc., based at 7162 Reading Road, Suite 1150, Cincinnati, OH 45237, reachable at 1-800-488-6070.
The ombudsman is free, independent of any facility or state licensing agency, and advocates specifically for the resident. It investigates and helps resolve complaints about care, rights, transfers, and discharges in licensed nursing homes and residential care facilities. Critically, an ombudsman acts only with the consent of the resident or their legal representative -- if a parent with capacity does not want a complaint pursued, that decision holds even when family disagrees with it.
The ombudsman is a different resource from the state's facility-licensing complaint process (see “How to check a community's record yourself” above) and from county Adult Protective Services (below). Use the ombudsman for an individual resident's care, rights or discharge concern; use the state health department for a licensing or regulatory complaint; use APS for suspected abuse, neglect or financial exploitation.
Reporting abuse or neglect
Ohio administers Adult Protective Services (APS) at the county level, through each county's Department of Job and Family Services, under a statewide framework set out in Ohio Revised Code Chapter 5101 and Ohio Administrative Code 5101:2-20.
In Hamilton County, Hamilton County Job and Family Services operates a 24-hour elder protection reporting line at (513) 421-LIFE (5433) (main office: 1701 Patricia McCollum Way, Cincinnati, OH 45237; general line (513) 946-1000).
In Butler, Warren and Clermont counties, Adult Protective Services is likewise run through that county's own Job and Family Services department. Contact your county JFS office directly, or call Hamilton County's line above and ask to be connected to the correct county if you are unsure which office covers your situation.
Which one to call
The long-term care ombudsman and the state health regulator do different jobs, and using one does not preclude the other. The ombudsman advocates for a resident and can attend a care conference with you, but does not license, inspect or fine a facility. The state regulator investigates regulatory complaints and can take enforcement action, but is not an advocate for an individual resident's preferences the way an ombudsman is.
The consent rule
An ombudsman acts only with the consent of the resident or their legal representative. This surprises adult children. If a parent has capacity and does not want a complaint pursued, that decision stands, even where family disagrees with it.
