Wisconsin Patient Handbook 2023 - 39

Applicable laws include:
Wis. Stat. §55.043(1m)
Wis. Stat. §46.90(4)
Wis. Stat. §48.981
Duty to Warn
When the program learns that a patient has made a
specific threat of serious physical harm to another
specific person or the public, and disclosure is
otherwise required under statute and/or common law,
the program will carefully consider appropriate options
that would permit disclosure.
When these circumstances are present, the executive
director will be consulted for appropriate reporting. If
deemed appropriate, reporting will be submitted by
designated clinical staff to the potential victim or if
that is not possible, the victim's local law enforcement
agency.
Procedure for Addressing Concerns,
Complaints or Grievances
Hazelden Betty Ford places the highest value on
delivering excellent service that is responsive to
individual needs. Patient and family feedback is
critical to this process; it is our goal to establish and
maintain a trusting and collaborative relationship
resulting in improved care and services. Hazelden
Betty Ford has several mechanisms in place to receive
feedback including in person, telephone, or written
communications, HEART comment cards, the Patient
Satisfaction Survey and the Family Experience Survey.
Whenever practicable, attempt to resolve a concern by
addressing the issue directly with the persons involved.
If needed, your clinician or another staff member can
support you in this process and will make certain that
the appropriate parties are involved.
In the event that you are not satisfied with the outcome
or you are not comfortable addressing your concern
with your clinician, you have the right to make a
complaint or file a grievance using the above described
mechanisms and will not be retaliated against for
bringing a complaint or grievance forward.
Wis. Admin. Code § 94
GRIEVANCE PROCEDURE AND RIGHT OF ACCESS
TO COURTS. Before treatment is begun, the service
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provider must inform you of your rights and how to
use the grievance process. A copy of HBF Wisconsin's
Grievance Procedure is available to you upon request.
If you feel your rights have been violated, you may file
a grievance. You may not be threatened or penalized
in any way for presenting your concerns informally by
talking with staff, or formally by filing a grievance. You
may, instead of filing a grievance or at the end of the
grievance process, or any time during it, choose to take
the matter to court to sue for damages or other court
relief if you believe your rights have been violated.
GRIEVANCE RESOLUTION STAGES.
Informal Discussion (Optional): You are encouraged
to first talk with staff about any concerns you have.
However, you do not have to do this before filing a
formal grievance with your service provider.
Grievance Investigation - Formal Inquiry:
- If you want to file a grievance, you should do so
within 45 days of the time you become aware of the
problem. The program manager for good cause may
grant an extension beyond the 45-day time limit.
- HBF Wisconsin's Client Rights Specialist (CRS) will
investigate your grievance and attempt to resolve it.
- Unless the grievance is resolved informally, the CRS
will write a report within 30 days from the date you
filed the formal grievance. You will get a copy of the
report.
- If you and the program manager agree with the CRS's
report and recommendations, the recommendations
shall be put into effect within an agreed upon time
frame.
- You may file as many grievances as you want.
However, the CRS will usually only work on one at a
time. The CRS may ask you to rank them in order of
importance.
Program Manager's Decision. If the grievance is not
resolved by the Client Rights Specialist (CRS) report, the
program manager or designee shall prepare a written
decision within 10 days of the receipt of the CSR's
report. You will be given a copy of the decision.
County Level Review. If you are receiving services from
a county agency or private agency and a county agency
is paying for your services, you may appeal the program
manager's decision to the County Agency Director. You
Wisconsin Patient Handbook 2023

Table of Contents for the Digital Edition of Wisconsin Patient Handbook 2023
