Case Study: Oregon State Long Term Care Ombudsman achieves dramatically faster case processing and 500% improved reporting accuracy with PerfectForms

Oregon State Long Term Care Ombudsman - Customer Case Study

The State of Oregon’s Office of the Long Term Care Ombudsman (LTCO) oversees complaints at nearly 2,500 long‑term care facilities with more than 150 volunteer ombudsmen. LTCO’s paper‑based, carbon‑copy reporting process was costly, error‑prone and slow—introducing up to a two‑month lag, frequent coding errors, lengthy training, and difficulty keeping forms current.

LTCO replaced paper with PerfectForms’ web‑based smart forms and automated workflows, adding dropdowns, code lookups, online tutorials and automated reports. The change cut paper use by two‑thirds, slashed processing time, improved reporting accuracy by 500%, reduced training to under an hour, increased complaints reported per volunteer by 15%, grew volunteer numbers 30%, achieved 99% volunteer satisfaction, and can be maintained for under $1,500 annually with form updates available in minutes.

Oregon State Long Term Care Ombudsman

Mary Jaeger

Oregon State Long Term Care Ombudsman