Board on Aging and Long Term Care

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The Ombudsman's Role in Dispute Resolution

Ombudsmen may also serve as mediators, negotiators and consultants.  When communication has broken down between consumers and their families, or consumers and providers, the ombudsman is often called upon to help mediate a resolution that all parties can live with.

Increasingly, the providers of long term care services have come to rely on the consultation of the ombudsman to resolve issues which are not addressed by administrative rules.  Callers are guaranteed confidentiality and, if requested anonymity when ombudsmen intervene on their behalf.

Ombudsmen work on concerns raised by consumers, family members and friends, facility staff and management, as well as governmental agencies and organizations.

Regardless of who makes the complaint, the ombudsman's only client remains the resident or consumer, and the only goal is what the resident or consumer wants and/or needs.  The ombudsman carries out the work that is directed by the consumer and in some situations where the consumer is not able to adequately communicate, the legal decision maker.

Complaints may be made via phone, fax, letter, or via the online complaint form.

To contact the Ombudsman Program by phone, call toll-free, 1-800-815-0015

By mail:   1402 Pankratz Street, Suite 111
               Madison, WI 53704-4001

By fax:    608-246-7001

Online:    Complaint form

Due to the high volume of complaints and the often very serious nature, calls are continuously prioritized, which may necessitate a longer than expected wait for a return call.  For this reason it is requested that persons making complaints be as thorough as possible in explaining the reason for the contact, as well as insuring complete return contact information.


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Board on Aging & Long Term Care
1402 Pankratz Street, Suite 111
Madison, Wisconsin  53704-4001
FAX:  608 246 7001