Minnesota Ombudsman for Long-Term Care: How to File a Complaint

What the Ombudsman's Office Does

The Minnesota Office of Ombudsman for Long-Term Care is an independent state agency that investigates complaints about the care and treatment of people living in nursing homes, assisted living facilities, and other licensed long-term care settings. It operates separately from the Minnesota Department of Health, which handles facility licensing and inspections.

The ombudsman's office handles three categories of problems that families encounter during and after hospital-to-facility transitions:

Involuntary discharge disputes. When a nursing home issues a 30-day discharge notice, the ombudsman can intervene to verify whether the facility followed the six legally permissible grounds for discharge under federal and Minnesota law. If the discharge violates the resident's rights, the ombudsman advocates on the resident's behalf and can refer the case for a state hearing.

Quality of care complaints. Medication errors, inadequate staffing, untreated bedsores, or failure to follow the care plan. The ombudsman investigates by visiting the facility, reviewing records, and interviewing staff.

Billing and financial disputes. If a facility is pressuring a family member to pay bills out of pocket despite Minnesota's responsible party protections under Statute 144.6501, the ombudsman can intervene and educate the facility about the law.

How to File a Complaint

Contact the Office of Ombudsman for Long-Term Care directly:

• Phone: 1-800-657-3591 (toll-free statewide)
• Email: Available through the office's website at mn.gov/ooltc
• In person: Regional ombudsman representatives are assigned to facilities across all 87 Minnesota counties

You do not need to be the resident to file a complaint. Family members, friends, facility staff, and anyone with knowledge of a problem can contact the office. Complaints can be filed anonymously, and the ombudsman may release identifying data about a complainant only with the complainant's consent or by court order.

When you call, have the following ready: the resident's name and facility, a specific description of the problem, dates and times if possible, and any documentation (discharge notices, billing statements, or copies of the admission contract).

What Happens After You File

The ombudsman assigns a regional representative to investigate. The representative may visit the facility unannounced, interview the resident and staff, and review relevant records. Under Minnesota law, an ombudsman representative may enter a long-term-care facility without notice at any time; acute-care facilities have different statutory limits. Records may be inspected as permitted by law, including with the resident's or legal guardian's consent.

For discharge disputes specifically, the ombudsman can advocate for the resident, help the family appeal an involuntary discharge, and explain what hearing process may be available. Contacting the ombudsman does not by itself guarantee that a discharge will be stayed.

The office does not promise a fixed investigation timeline, so contact it promptly when a discharge or immediate health or safety risk is involved. The ombudsman cannot impose fines or revoke a facility's license — that authority belongs to the Minnesota Department of Health — but the office can refer substantiated complaints to MDH for enforcement action and can escalate systemic issues to the legislature.

When to Contact the Ombudsman vs Other Agencies

The ombudsman is the right call for resident rights violations, involuntary discharge disputes, and care quality problems within a facility. For different issues, other agencies are more appropriate:

• Medicare discharge appeal from a hospital: Contact Commence Health (1-888-524-9900), the BFCC-QIO that handles Medicare-related discharge appeals
• Medicare coverage denials for rehab or skilled nursing: File through Commence Health or your Medicare Advantage plan's internal appeals process
• Medicaid eligibility or program access issues: Contact your county human services office or Minnesota Aging Pathways (formerly Senior LinkAge Line) (1-800-333-2433)
• Suspected abuse or neglect requiring immediate intervention: Call the Minnesota Adult Abuse Reporting Center at 1-844-880-1574 to make a report

Limitations to Know

The ombudsman's office is a powerful advocate, but it has structural constraints. The office is understaffed relative to the number of licensed facilities in Minnesota. It cannot provide legal advice, draft legal documents, or represent families in court. It also cannot help with proactive financial planning, such as structuring a Medicaid spend-down or protecting a home from estate recovery.

For families navigating the full scope of a hospital-to-home or hospital-to-facility transition — discharge appeals, admission contracts, waiver program applications, and asset protection — the Minnesota Hospital Discharge Guide covers the complete procedural framework in one place, including the scripts and checklists that the ombudsman's office cannot legally provide.

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