California RCFE Resident Rights—and When to Call the Ombudsman

Rights are part of everyday care

Privacy means more than closing a door during personal care. It includes confidential communication, respectful treatment and control over visitors and personal information. Dignity includes being addressed appropriately and involved in decisions.

Residents have the right to receive information about services and their own condition in a way they can understand and to participate in care decisions.

Residents may raise concerns

A resident can complain without retaliation and can contact advocates. Families should not be told that raising a concern makes the resident “a bad fit.”

Start with the staff person who can resolve the issue when safe and appropriate. Describe what happened, the requested remedy and when you need a response. Keep a factual record.

What the Ombudsman does

Ombudsman representatives assist residents with problems involving day-to-day care, rights, safety, preferences, abuse, neglect and improper transfer or discharge. Services are free and complaints are confidential.

The Ombudsman follows the resident’s wishes. It is not a facility’s customer-service department or the same as Community Care Licensing, though the programs may address related concerns through different roles.

• Rights or dignity concerns
• Poor quality of care
• Dietary or medication issues
• Abuse, neglect or financial concerns
• Improper transfer or discharge
• Difficulty resolving a complaint with the facility

Know where urgent reports go

If someone is in immediate danger, call 911. California directs concerns about abuse or neglect in licensed residential care to the Long-Term Care Ombudsman and lists Community Care Licensing and law enforcement contacts as applicable.

Do not investigate suspected abuse by confronting people in a way that could increase danger or destroy evidence. Report through the appropriate channel.

Keep rights visible before a problem

Review the personal-rights form and facility grievance process at admission. Make sure the resident knows how to reach family and the Ombudsman privately. Notice whether rights information is posted where residents can use it.

For evaluating facility systems before move-in, read how to read RCFE inspection records.