Full Definition

The Texas Long-Term Care Ombudsman (LTCO) program is a federally mandated, state-administered advocacy program that protects the rights, dignity, and quality of life of residents in nursing facilities and assisted living communities. Ombudsman services are free, confidential, and available to residents and their families throughout Texas.

Local ombudsmen — paid staff and trained volunteers — visit long-term care facilities, investigate and resolve complaints on behalf of residents, and provide information and referrals. Common issues they address include: quality of care concerns, medication management, dignity and respect, resident rights violations, discharge disputes, abuse and neglect, and billing problems.

Contacting the Texas LTCO does not require the family to file a formal complaint with HHSC; ombudsmen can often resolve issues informally through direct advocacy with facility management. However, if informal resolution fails, the ombudsman can help families navigate the formal complaint and regulatory process.

Texas is served by regional ombudsman programs — typically housed within Area Agencies on Aging (AAAs). Families can find their local ombudsman through the Texas HHSC website or by calling 2-1-1 Texas. The national LTCO number is 1-800-252-2412 for Texas.