All consumers receiving Medical Assistance Personal Care (MAPC) through Dane County have the right to submit a complaint or grievance regarding their personal care services.
Dane County does not allow any retribution against the consumer who makes a compliant/grievance.
The consumer/family/guardian has the option to skip Steps 1, 2 and 3 below and file a formal grievance with the State of Wisconsin’s Division of Quality Assurance within 14 days of the incident.
To provide an avenue for MAPC consumers to file complaints/grievances in a timely manner.
- Informal complaint/grievance:
- A concern, issue, difficulty or disagreement that can be resolved at the Provider agency level when the consumer, family or guardian does not want it reported to the State. This type of complaint/grievance is usually something simple, such as a personality conflict with a Personal Care Worker (PCW).
- Formal complaint/grievance:
- The consumer/family/guardian also has a right to submit a formal concern, issue, difficulty or disagreement to the Provider agency, Dane County or the State of Wisconsin.
- Informal complaints are generally submitted to the agency providing the MAPC services. We encourage the consumer/family/guardian to work on the resolution with the provider, especially if it concerns a particular PCW or care provided, as that agency will have the most knowledge of the circumstances. A resolution of the complaint is expected to be completed within 5 days of the incident.
- For Formal complaints the consumer/family/guardian is expected to submit the grievance to the Provider agency within 5 days of the incident to assure issues are addressed in a timely manner. The Provider and consumer/family/guardian must resolve the issue within 5 days after the complaint is received.[**]
- If the consumer/family/guardian is not satisfied with the decision made by the Provider agency, a formal complaint can be made to Dane County’s program managers, Doug Hunt or Theresa Sanders. The complaint must be submitted within 5 days of the decision made by the Provider agency. The County’s program managers will investigate the facts of the dispute and make a decision within 14 working days of Step 3.
- The contact information for Dane County Department of Human Services:
- Beth Freeman, (608) 242-6448 (Physical Disabilities or Elderly)
- Doug Hunt, (608) 242-6358 (Developmental Disabilities)
- The contact information for the State of Wisconsin:
Wisconsin Department of Health Services
Division of Quality Assurance1-888-701-1251 (TTY Phone Number)