POLICY

At Right Choice Homecare, we are committed to ensuring the rights and well-being of our residents. This policy outlines the procedure for filing and addressing grievances in a fair and timely manner.

1. Right to File a Grievance

A resident, their guardian, or a designated representative has the right to file a grievance if they believe the resident’s rights or any provisions of this policy have been violated.

• The grievance procedure outlined under DHS 94.28(3) shall be followed.

2. Assistance with the Grievance Procedure

Residents have the right to advocacy assistance throughout the grievance process. Right Choice Homecare will provide support as needed and ensure access to relevant advocacy organizations, including:

• The licensing agency

• The service coordinator (if applicable)

• The State Board on Aging and Long-Term Care and its Ombudsman Program

• Disability Rights of Wisconsin

• Any other organization offering advocacy support

Representatives of these agencies shall be granted:

1. The ability to communicate privately and without restriction with any resident who wishes to do so.

2. Access to the resident’s medical and personal records, with the consent of the resident, their guardian, or by court order.

Additionally, the home will provide residents and their representatives with the contact information of advocacy organizations and the licensing agency.

3. Documentation and Disclosure

The licensee is responsible for providing a written summary of the grievance, including:

• The findings and conclusions of the investigation

• Any actions taken in response to the grievance

This summary will be shared with the resident, their guardian, the resident’s placing agency, and any designated representative. A copy of the summary will also be included in the resident’s records.

4. Encouragement to Voice Concerns

Residents and their designated representatives are encouraged to express concerns and ask questions about the care and services provided. If an issue cannot be resolved informally by the first staff member approached, residents are encouraged to:

• File a formal grievance

• Request assistance from staff to help complete the grievance filing process

5. Submission of Grievances

All verbal complaints or grievances should be documented in writing and submitted to the licensed service provider or Business Manager for review.

6. Investigation and Response

• The licensed service provider or Business Manager will investigate the matter and provide a response to the resident within 48 hours.

• If the licensed service provider was directly involved in the issue, an independent investigator will be assigned to handle the grievance.

7. Additional Reporting for Residents Receiving Funding

For residents receiving funding under Wisconsin Statutes 46.27(11) or 46.277, a copy of the grievance summary will be provided to the county department or aging unit responsible for administering the Medical Assistance Waiver.

8. External Grievance Filing

Residents may also file a grievance with the Department of Health or other advocacy agencies. Contact details for these agencies are provided below:

Wisconsin Long-Term Care Ombudsman Program

Address: 214 North Hamilton Street, Madison, WI 53703
Phone: 1-608-266-8948
Fax: 1-608-448-3611

Disability Rights of Wisconsin

Address: 6737 West Washington Street, Suite 3230, Milwaukee, WI 53214
Phone: 414-773-4646
Fax: 414-773-4647

Division of Quality Assurance – Bureau of Assisted Living

Address: 819 North 6th Street, Room 609B, Milwaukee, WI 53203
Phone: 414-227-2005
Fax: 414-227-3903

Right Choice Homecare is committed to ensuring a transparent and effective grievance process, protecting the rights of residents, and continuously improving the quality of care provided.