Volunteer and paid long term care ombudsmen: differences in complaint resolution.

Abstract

Data are reported from a pilot study of the ombudsman reporting system in one southeastern state. The focus of this article is the relationship between types of complaints investigated and resolved by both paid and volunteer long-term care ombudsmen operating under various auspices. Statistically significant differences exist between the resolution of complaints by volunteer and paid ombudsmen. Data are discussed in terms of the implications of these differences for the implementation of a federal mandate to increase citizen participation in long-term care facilities.