access to the program, investigating and resolving complaints, working cooperatively with other agencies, and providing technical assistance and training to representatives of the program.

The primary activity required of LTC ombudsmen by the OAA and clearly performed by the program is the identification, investigation, and resolution of individual complaints relating to the residents of LTC facilities. The total number of complaints received by LTC ombudsmen in 1993 was 197,820. More than 154,400 people lodged these complaints with the LTC ombudsmen.

Ombudsmen must also address and attempt to rectify the broader underlying causes of problems for residents of LTC facilities. When working on the system level, ombudsmen advocate for policy change by evaluating laws and regulations, providing education to the public and facility staff, disseminating program data, and promoting the development of citizen organizations and resident and family councils.



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