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WHAT KINDS OF A <br /> COMPLAINTS CAN BE <br /> TM, .a INVESTIGATED? <br /> Complaints may be made about persons or <br /> institutions that are in a position to threaten <br /> or interfere with the rights, health, safety <br /> WHAT DO and/or welfare of one or more long-term care <br /> HOW DO I FILE A <br /> OMBUDSMEN DO? facility residents. We regularly investigate <br /> complaints ranging from issues of medication COMPLAINT? <br /> An ombudsman is a specially trained administration and billing to basic matters of You may file a complaint in writing, <br /> and certified volunteer who has dignity and respect. by phone,online or in person. When <br /> authority under Florida law to identify, you contact the office,we will obtain <br /> investigate and resolve complaints <br /> made by,or on behalf of, long-term WHAT ARE RESIDENTS' the details of your concerns and, <br /> } <br /> care facility residents. Our priority is RIGHTS? if appropriate,assign a case to a <br /> volunteer ombudsman within five <br /> to protect the rights of long-term care working days for further investigation. <br /> residents and ensure that residents When individuals enter long-term care 8 Y g <br /> facilities,they keep all their rights as citizens After thoroughly investigating your <br /> 4 receive fair treatment and appropriate concerns,we will take appropriate <br /> care by: and gain a special set of residents'rights as <br /> Y set forth in federal and state law. Facilities action to resolve the problem. <br /> • Identifying, investigating, and must post a copy of these rights in an area <br /> resolving complaints that is easily accessible to residents, and they <br /> • Ensuring residents are receiving legal, must also provide a copy to each resident DO I HAVE TO GIVE <br /> financial, social and rehabilitative services upon admission. If you are told a copy is not My NAME? <br /> to which they are entitled available, call your local ombudsman council at <br /> 1-888-831-0404. No; however, it is better if the <br /> • Educating residents,families and staff program may contact you for more <br /> about residents'rights information as needed. The names of <br /> • Providing public information about the resident and the person making <br /> long-term care facilities the complaint and all relevant details <br /> y* will be kept confidential unless the <br /> • Helping to establish resident and <br /> complainant or resident gives the <br /> family councils program permission to disclose the <br /> • Working to change laws, regulations information. <br /> and policies affecting residents <br />