7 Min Read Posted on July 22, 2026 Q&A With Connecticut Ombudsman for Long-Term Care Families often come to us because something feels wrong in a nursing home or other long-term care facility, and they need help understanding what to do next. Some have been told to call a local ombudsman, but that can feel intimidating if you do not know what the program does or what happens after you reach out. To make the process less confusing, we’re speaking with ombudsman programs across the country. Our goal is to share information directly from the people who do this work every day. This month, we were grateful to speak with the Connecticut Long Term Care Ombudsman Program, led by State Ombudsman Mairead Painter since 2018. The office advocates for over 30,000 people in long-term care settings in Connecticut. Their focus is on person-centered care, informed choices, and protecting residents’ quality of life. “It is imperative that those we serve understand their voices are heard by our offices, and together, we strive to ensure robust protections are in place to safeguard their rights.” – Mairead Painter, Connecticut State Long Term Care Ombudsman In this Q&A, Daniel Beem, Community Ombudsman Program Manager, explains what residents and families should know about contacting an ombudsman. Q: What does an ombudsman do in a nursing home? A: An Ombudsman is an advocate for people who live in long-term care facilities, including nursing homes. Their job is to help make sure residents are treated with dignity, that their rights are respected, and that their care and quality of life are being protected. An Ombudsman can educate residents and families about their rights, help residents speak up about concerns, look into complaints, and work with the facility to try to resolve problems. One of the most important things to understand is that the Ombudsman works for the resident. Even if a family member, friend, or staff person brings a concern forward, the Ombudsman will usually speak with the resident first and find out what the resident wants. If the resident does not want the Ombudsman to take action, the Ombudsman generally respects that. The process is resident-directed and confidential. The Ombudsman Program also makes regular visits to long-term care facilities so residents and families know how to reach them and have access to support. Q: What types of complaints do families bring to you most often? A: It really can be a wide range of concerns. Every call is different. Some common concerns include discharge or eviction issues, quality of care, residents’ rights, dignity, long call bell response times, personal care, food or dietary concerns, communication problems, lost belongings, or care plan issues. Concerns can also be more serious, including abuse, neglect, mistreatment, exploitation, or misappropriation of funds. The Ombudsman can help the resident and family figure out what the issue is, what outcome the resident wants, and what next steps make the most sense. Q: What happens after someone files a complaint with the Ombudsman Program? A: The first thing the Ombudsman does is talk with the resident. The Ombudsman wants to know how the resident sees the problem, whether the resident shares the same concern, and what the resident wants to happen. The Ombudsman will also talk with the resident about whether they give permission for the Ombudsman to move forward or share information with anyone else. That is an important difference between the Ombudsman and other agencies. The Ombudsman is not there to act as the police, the regulator, or the court. The Ombudsman is there to support the resident, explain their rights, and help work toward a resolution based on what the resident wants. Sometimes that may mean helping the resident talk with the facility. Sometimes it may mean helping with a grievance. Sometimes it may mean connecting the resident or family with another agency, like the Department of Public Health, Adult Protective Services, law enforcement, or legal services. Q: Are complaints confidential when someone speaks with an ombudsman in nursing homes? A: Yes. Conversations with the Ombudsman are private and confidential. The Ombudsman generally does not share the resident’s name, the complainant’s name, or details that would identify them without permission. That confidentiality is one of the reasons residents and families can feel safer reaching out. The Ombudsman can listen, explain options, and help the resident decide what they want to do next. Q: What can families do if they fear retaliation? A: First, residents and families should know that they have the right to raise concerns without retaliation. They should not be punished, treated differently, ignored, or mistreated because they spoke up. Residents also have the right to raise grievances without fear of retaliation. Families can document concerns, submit a grievance to the facility, request a care plan meeting, contact the Ombudsman, or participate in a family council. Family councils can be very helpful because there is strength in numbers. Sometimes what feels like one family’s concern may actually be a larger issue affecting several residents. A family council gives families a way to come together, share concerns, and ask the facility to address problems. If a family is afraid of retaliation, that is also something they can bring to the Ombudsman. The Ombudsman can talk through the concern and help the resident or family decide how they want to handle it. Q: Are there situations that an ombudsman can’t handle in nursing homes? A: Yes. The Ombudsman is an advocate, but the Ombudsman is not every agency. The Ombudsman is not law enforcement. They are not the Department of Public Health. They are not Adult Protective Services. They are not an emergency responder. They are not the resident’s private attorney. They also do not provide hands-on care. So, for example, the Ombudsman does not issue fines, cite facilities, prosecute crimes, or provide legal representation. What the Ombudsman can do is help the resident understand their rights, support the resident in raising concerns, help problem-solve with the facility, and connect the resident or family with the right agency when another type of help is needed. Q: What should families do when a concern involves serious harm, injury, or death? A: The first priority is safety. If someone is in immediate danger, if there is a medical emergency, or if a crime may be happening, families should call emergency services or law enforcement right away. For serious concerns involving harm, injury, abuse, neglect, exploitation, or death, there may be several places to turn. That could include the facility, the Long-Term Care Ombudsman Program, the Department of Public Health, Adult Protective Services, law enforcement, or legal counsel. The Ombudsman can help the resident or family understand those options. The Ombudsman is not the formal fact-finder in the same way a regulator or law enforcement agency may be, but the Ombudsman can help make sure the resident’s rights, wishes, and safety are being considered. Q: What if the concern is long-term or chronic neglect? A: If the concern is ongoing neglect, the biggest recommendation is to document. A lot of times, people raise concerns verbally, but there may not be a clear record of what was said, when it was said, who received the concern, or what the facility agreed to do. So I would tell families to create a paper trail. Write down the date, time, what happened, who was involved, how it affected the resident, who you reported it to, what you asked for, and what response you received. If you submit a grievance, keep a copy. If the facility responds, keep that response too. If the facility says it is going to put a new plan in place, track whether that plan actually works. And if the problem continues, file another grievance or follow up in writing and say, “This is still happening, and we need it addressed.” Families can file a grievance with the facility, contact the Ombudsman Program, file a complaint with the state licensing agency, and seek legal counsel if they feel that is necessary. These options are not either/or. In some situations, families may use more than one path at the same time. Q: If the resident has advanced dementia or is nonverbal, who does the Ombudsman work with? A: The Ombudsman still focuses on the resident. Even when a resident has advanced dementia or is nonverbal, the resident is still the center of the process. The Ombudsman may look at how the resident communicates, what seems to cause comfort or distress, what the resident’s known wishes are, and what the resident’s rights and needs are. If the resident cannot communicate informed consent, the Ombudsman may work with the resident’s legal representative, such as a health care representative or other authorized decision-maker, depending on that person’s legal authority. But the focus is still not simply on what everyone else wants. The focus remains on the resident’s rights, safety, dignity, preferences, and well-being. To any extent possible, we look towards the resident for their feedback. Q: What can families do besides filing a complaint? A: Families can do a lot. They can visit regularly, ask questions, pay attention to changes, attend care plan meetings, ask for updates, request changes to the care plan, document concerns, submit grievances, contact the Ombudsman, and participate in family council. Families do not have to know every regulation to be strong advocates. Sometimes the most powerful thing a family member can do is show up, notice what is happening, ask questions, and keep the resident’s voice at the center. Q: How do I contact an ombudsman for help with a nursing home concern? A: In Connecticut, people can contact the Long-Term Care Ombudsman Program by calling 1-866-388-1888 or 860-424-5200. They can also email the program at [email protected]. For people outside Connecticut, Consumer Voice has a “Get Help” page where someone can choose their state and find contact information for the Long-Term Care Ombudsman Program where they live. Q: What is the most important takeaway for families? A: The biggest takeaway is that families and residents do not have to stay silent, and they do not have to handle everything alone. If something is wrong, document it. Put the concern in writing. Ask for a specific outcome. Keep copies of what you submit and what the facility gives back. If the problem continues, follow up again. And if the resident needs help being heard, contact the Ombudsman. Families are a powerful part of this process. Even if they do not know every rule or regulation, showing up, asking questions, and advocating for their loved one can make a real difference. Getting Help From a Nursing Home Ombudsman The team at the Nursing Home Abuse Center would like to thank the Connecticut Long Term Care Ombudsman Program for taking the time to talk with us so families understand how their program can help. We also want to recognize ombudsman staff and volunteers across the country. These dedicated individuals step into difficult situations where residents may not know how to speak up, and families may not know who will listen. If you or a loved one needs help in a nursing home or other long-term care facility, your local long-term care ombudsman can be a trusted place to start. Every state has a long-term care ombudsman program, and Consumer Voice’s Get Help tool can help you find yours.