District Long Term Care Ombudsman Services - Questions and Answers No. 1

Shelby County
Tennessee
Lee Harris, Mayor
Questions and Answers No. 1
ISSUED: March 31, 2026
RFP # 26-001-73 District Long-Term Care Ombudsman
(Aging Commission of the Mid-South)
TO ALL PROSPECTIVE BIDDERS:
The following questions were submitted by a potential bidder. Our answers are listed below in
red:
1. In the RFP Scorecard, there is a question that says: Provide customer satisfaction survey and
results of customer satisfaction rate measured and demonstrate that 80% or more of consumers
are satisfied with services.
However, due to the sensitive and highly confidential nature of the work of the long-term care
ombudsman, the district does not conduct satisfaction surveys for those involved in complaints
that we investigate. According to State LTC Ombudsman policies Chapter 8, 8-10-.03
Disclosure: (1) Only the SLTCO may authorize the disclosure of program records or
information. Disclosure without consent is prohibited, except in limited circumstances defined by
law.
Therefore, how do we address this question?
Answer: Yes, there is no regulation requiring satisfaction surveys, however there is no regulation
against it. The Ombudsman program works to resolve issues brought to them on behalf of
residents to their satisfaction. If you track that satisfaction as resolution, please provide
information.
Sincerely,
Signed Original on File
Caterra Farmer, Buyer
Purchasing Department
Shelby County Government