Ombudsman Program

"Advocate for those who can’t, support those who can, and ensure all long-term care consumers live with dignity and respect.” Making a Difference in Long Term Care!


What is an Ombudsman? The word “Ombudsman” is a Swedish word meaning “citizen representative”. The Ombudsman is actively involved in assuring that consumers of long term care receive the level of care and quality of life that they deserve. The Ombudsman is concerned with the individuals’ health, safety, welfare and rights. 

Wayne County contracts with Serving Seniors, a non-profit organization dedicated to improving the quality of life and care of nursing home, personal care home and isolated older adults. The agency serves as a mediator and investigates and resolves complaints made by or on behalf of persons over the age of 60 who are receiving long-term care services. The Ombudsman provides a mechanism for people to voice their concerns, to have their complaints addressed, and to work with all parties in an effort to solve a problem. 


The Ombudsman will assist residents of Nursing and Personal Care Homes (or their relatives and friends), or aid individuals who are receiving long-term care services in their own homes and community. Typical complaints which are handled by the Ombudsman include: 

  • Concerns about the quality of care or treatment of a resident of a long-term care facility
  • Problems with billing and charges (eg. Medicare and Medicaid)
  • Complaints regarding transfers, discharges, or change in services
  • Appeal procedures


Contact Serving Seniors at 570-344-7190 or visit the website