- (a) A complaint is “verified” when an ombudsman representative determines after interviews, record inspections, observations, etc., that the circumstances described in the complaint are generally accurate.
- (b) Because the program works on behalf of residents and participants, the ombudsman representative gives the benefit of any doubt to the resident’s or the participant’s perspective.
- (c) Ombudsman representatives always attempt to verify complaints, but they work to resolve a complaint to the satisfaction of the resident or participant, whether it is verified or not.