CMS Ombudsman 2011 Congressional Report Released

The Office of the Medicare Ombudsman (OMO) of the Center for Medicare & Medicaid Services (CMS) provides direct assistance to Medicare beneficiaries with their inquiries, complaints, grievances, and appeals. The OMO serves as a voice for beneficiaries by evaluating policies and procedures, identifying systemic issues, making recommendations to Congress and the Secretary of the U.S. Department of Health & Human Services (HHS), and working with internal and external partners to implement improvements to Medicare. 

Optimal Solutions Group, LLC (Optimal) is under contract to develop the OMO Annual Report to Congress, whichdescribes the activities of the OMO and informs Congress and the Secretary of the HHS of the OMO’s efforts and recommendations for improving beneficiaries’ experiences with Medicare. Using real-time storyboarding and data analysis, Optimal is able to capture, describe, and obtain feedback about the activities of the OMO as they are occurring. 

In 2011, the OMO made key accomplishments in casework, partnership initiatives, and Issues Management. It also completed three comprehensive studies on the Medicare Secondary Payer Recovery Contractor, Recovery Audit Contractors, and observation services. These studies are designed to increase CMS’s understanding of systemic beneficiary issues and to develop specific, actionable recommendations.

Please find a link to the full OMO 2011 Report to Congress here.


Founded in 2000, Optimal Solutions Group, LLC is a nonpartisan public policy research and technical assistance firm that stands out through its quantitative expertise and innovative approaches to provide rigorous, data-driven research and technical assistance to government agencies, corporations, nonprofit organizations, and philanthropic foundations. Located at the University of Maryland’s M Square Research Park in College Park, Optimal is a leader in driving real-time public policy research. Optimal has 60+ employees including multidisciplinary researchers with backgrounds in business, communication, economics, education, health policy, psychology, public policy, sociology, statistics, and urban planning. Optimal has four research centers: Health, Education, Housing, and Workforce Development and Social Policy.

For more information, please contact