Thousands of complaints at nursing homes and long-term care facilities are made in New York. But advocates for older New Yorkers warn many problems are going unreported.

Complaints at nursing homes and assisted living facilities have been rising over a year-long period, according to state data compiled this month by AARP. But the group’s Bill Ferris warns the agency tasked with overseeing these facilities doesn’t have the resources.

"If we have over 5,000 complaints of residents of nursing homes and we don’t have enough staff to look at these nursing homes, this is just the tip of the iceberg," Ferris said. 

The organization is calling for a $15 million boost to the long-term ombudsman program in the state budget. The move would hire 250 new staff to visit assisted living facilities.

"We can’t visit our loved ones in the facilities all the time so the ombudsman is there to help that person in that facility and keep the family caregivers apprised of the care of that love one in the facility," Ferris said.

Nursing homes have come under scrutiny in the wake of the COVID-19 pandemic. Industry officials have insisted the facilities are safe for residents and have taken proper precautions in the three years since the pandemic began. At the same time, non-profit entities are seeking a higher Medicaid reimbursement rate this year to help cover growing costs. Advocates, meanwhile, contend more eyes and ears will improve quality of care.

"They help them with any issues they’re facing in the facility and also help the family caregivers with the care of their loved one," Ferris said. 

The State Office of the Aging, which tracks the complaint data, in a statement pointed to the $3.7 million in the budget from Gov. Kathy Hochul to provide coverage of long-term care facilities. 

"The Long Term Care Ombudsman Program is a valued component in our efforts to help residents of nursing homes and similar facilities resolve problems and improve their quality of life and care," the office said in a statement. "The FY 2024 Executive State Budget includes $3.69 million in state funding annually to provide additional coverage of long-term care facilities across the state."

The state Assembly wants to increase spending in the program by $12.5 million. But some lawmakers like Republican Assemblyman Scott Gray are skeptical spending is the answer for the issue.

"I’m not sure more money is the answer. We just have to have a responsiveness from the Department of Health," he said. "The lack of responsiveness from DOH is the problem here."

Gray believes the ombudsman program is beneficial for nursing home residents. But the staff should remain largely composed of volunteers.

"I think the program itself is best run by volunteers who are passionate about what they’re doing versus just being bureaucratic about what they’re doing," he said.