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  • San Francisco Ombudsman/Family Service Agency of SF San Francisco Ombudsman/Family Service Agency of SF

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Mission Statement

The Long-Term Care Ombudsman Program is an advocacy program dedicated to protecting residents living in long-term care facilities in San Francisco. Certified staff and volunteers make a difference by investigating concerns and complaints related to long-term care services and advocate for a higher quality of care and improved quality of life for all residents.


Our Program was established in the 1970's under Federal Older American's Act. Locally, we operate under the Felton Institute and are a part of their Senior Division. We have a contract (through Felton) with the SF Office on Aging within the Department of Aging and Adult Services (DAAS).

The primary responsibility of the Long-Term Care Ombudsman program is to investigate and attempt to resolve complaints made by, or on behalf of, individual residents in long-term care facilities.

Long-Term Care Ombudsman representatives assist residents in long-term care facilities with issues related to day-to-day care, health, safety, and personal preferences. Problems can include, but are not limited to:

  • Violation of residents' rights or dignity
  • Physical, verbal, mental abuse
  • Poor quality of care
  • Dietary concerns
  • Medical care, therapy, and rehabilitation issues
  • Medicare and Medi-Cal benefit issues
  • Improper transfer or discharge of a resident
  • Inappropriate use of chemical or physical restraints


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