About the Program
The Long-Term Care Ombudsman Program (LTCOP) helps protect the health, safety, and rights of people living in long-term care facilities.
The program receives and investigates complaints, including concerns about abuse, neglect, or quality of care. It also works to resolve issues and improve conditions for residents through advocacy, education, and collaboration with facilities and agencies.
Who It’s For?
Residents of long-term care facilities.
Program Details
The following service categories are provided under LTCOP.
Complaint Investigation and Resolution
• Receives complaints from or on behalf of residents.
• Investigates concerns related to care, safety, and resident rights.
• Works to resolve issues with facilities and involved parties.
Abuse Investigation
• Receives and investigates reports of suspected abuse involving older and dependent adults.
• Collaborates with licensing and law enforcement agencies when appropriate.
Advocacy and Resident Support
• Advocates for the rights and well-being of residents.
• Addresses concerns related to quality of care and living conditions.
• Supports improvements in long-term care policies and practices.
• Facility Engagement and Oversight
• Maintains a regular presence in long-term care facilities.
• Conducts visits to observe conditions and support residents.
Education and Outreach
Provides community education on long-term care and resident rights.
How to Get Started
Call (800) 231-4024 for the 24/7 crisis line.
Call (800) 334-9473 to file a complaint about a long-term care facility.
Call (800) 510-2020 for general information and referrals.
What to Expect
• Complaints are reviewed and investigated.
• Emergency concerns can be addressed immediately through the crisis line.
• Routine complaints are typically addressed within a few business days.
• The time to resolve a case may vary depending on complexity.
• Ombudsman staff may work directly with facilities to resolve issues.
Service Providers
Ombudsman services are provided through designated program staff and representatives serving Los Angeles County.
Common Questions (FAQ)
Yes. All services are confidential.
Yes. Complaints may be made anonymously.
Complaints can be filed by:
• Residents.
• Family members.
• Friends.
• Facility staff.
• Other concerned individuals.
Yes. Consent is generally required before:
• Investigating a complaint.
• Accessing records.
• Sharing identifying information.
• The complaint is reviewed and investigated.
• The Ombudsman works to resolve the issue.
• The process focuses on protecting the resident’s rights, safety, and well-being.
• Emergency concerns: immediate response through the 24/7 crisis line.
• Routine complaints: typically addressed within 3–5 working days.
• Initial acknowledgment: usually within 2 working days.
• Ombudsman staff regularly visit facilities, including unannounced visits.
• Resident and complainant identities are kept confidential unless consent is given.
• Staff may work with facilities to resolve concerns.
The program:
• Investigates and resolves complaints.
• Advocates for resident rights.
• Works to improve care and conditions in facilities.
• Provides education to residents, families, and providers.
• Does not disclose information without consent.
• Does not take legal action or file lawsuits.
Need Help or Have Questions?
• 24/7 Crisis line: (800) 231-4024
• Complaints: (800) 334-9473
• General information: (800) 510-2020