New Hampshire Office of the Long-Term Care Ombudsman – Concord, NH

Long-Term Care Ombudsman Overview

The New Hampshire Office of the Long-Term Care Ombudsman (OLTCO) is an independent state agency dedicated to advocating for the rights and quality of life of residents in long-term care settings. Located in the Brown Building at the Hugh Gallen State Office Park on Pleasant Street, this office operates under the Department of Health and Human Services (DHHS). The Ombudsman program is federally mandated to investigate and resolve complaints made by or on behalf of residents in nursing homes, assisted living facilities, and residential care complexes.

Advocacy and Investigation

The core mission of the OLTCO is to empower residents. Ombudsmen serve as neutral resident advocates, not as regulators or inspectors. Their services are free and confidential. Key functions include:

• Complaint Resolution: Investigating concerns regarding quality of care, abuse, neglect, billing disputes, and discharge rights.
• Resident Rights Education: Informing residents and their families about their rights under state and federal law, including the right to dignity, privacy, and self-determination.
• Systemic Advocacy: Analyzing data to identify trends and advocating for legislative or policy changes to improve the long-term care system statewide.

Volunteer Program

The office relies heavily on a dedicated corps of Volunteer Ombudsmen. These trained representatives visit facilities regularly to monitor conditions, listen to residents’ concerns, and resolve minor issues before they escalate. The Concord headquarters coordinates the training and deployment of these volunteers across the state.

Access and Visits

The office is situated within the large state office campus known as the Hugh Gallen State Office Park. While the primary mode of assistance is often via telephone or on-site visits to care facilities by staff, the headquarters is open for administrative inquiries. Visitors to the Brown Building should be prepared to check in at the main reception. Parking is widely available in the lots surrounding the state office buildings.