Behavioral Health Complaint & Grievance Process

Documents:

What to expect:

• First, review the Dane County Behavioral Health DHS 92/94 Complaint Process Policy. You may use the complaint/grievance form, but any method of communication is acceptable. You may also inquire about how to address your complaint informally.   
• When you submit your complaint, our client rights specialist will review it to determine if it is appropriate for the Wisconsin Department of Health Services (DHS) 92/94 process. If the complaint is directed toward a program or provider certified or licensed by DHS, you must submit your complaint directly to the program. The County can send your complaint to the program directly, or we can provide you with contact information for the program’s client rights specialist.
• The County client rights specialist will monitor timelines to ensure your complaint is handled following the required timeframes. You should expect to receive the program’s completed client rights report within 30 days of filing. After that, if you disagree with the outcome, you will have 14 days to appeal to the program manager. Once you receive the report back from the program manager, if you disagree with the outcome, you may appeal your complaint to the County. The County will issue its decision within 30 days of filing, and you will have 14 more days to appeal to the State Grievance Examiner at DHS.
• The goal of resolving a complaint is to ensure your rights were not violated, and if they were, to ensure your rights and the rights of other clients are not violated in the future. The process is not punitive in nature and does not include monetary compensation.  

Other Resources:

• Complaints related to treatment by county staff, eligibility or program decisions, discrimination, the Americans with Disabilities (ADA), or failure to provide needed interpreters or other concerns
• Wisconsin Department of Health Services Client Rights Office 
•  Complaints if you believe you have been discriminated against while seeking employment, contracting, or receiving services from the Dane County government or securing housing in Dane County
• Long-term care clients have access to an Ombudsman through the Wisconsin Department of Health Services
• The Wisconsin Department of Health Services Division of Quality Assurance (DQA) is in charge of facilities or providers that are regulated by DQA. Here is a listing of DQA-regulated care providers
• The DQA complaint process. File a complaint online by completing the Complaint Intake Survey, F-00607
• Don't know where to start – send us an email, and we can talk about your options.

You have the right to present grievances without justifiable fear of reprisal and to communicate with public officials or with any other person without justifiable fear of reprisal (Wis. Stat. §51.61(1)(u)).