Client Rights and Responsibilities

Clients have the right to:

receive humane care and treatment, with respect and consideration
privacy and confidentiality when seeking or receiving care except for life threatening situations or conditions or if involved in Child Protective Services and the services are contracted through CPS with proper releases.
confidentiality of your health records
receive accurate information concerning treatment and risks
ask about reasonable alternatives to care at The Foster Lane or outside facilities
a second professional opinion regarding treatment
participate actively in decisions regarding one’s services
accessible information regarding the scope and availability of services
be informed about any legal reporting requirements regarding any aspect of screening or services
a copy of your records upon request and written authorization
file a complaint with the director of The Foster Lane regarding any concerns related to the privacy, confidentiality or security of your records, as well file a complaint with the contracting agency
to not be retaliated against if you file a complaint
review and amend your records
revoke your authorization to release except to the extent that action has not already been taken
a copy of any fees and charges related to your visit

Clients have a responsibility to:

provide complete information about one’s problem, to enable proper evaluation and services
ask questions to ensure an understanding of the problems and services
show respect to parent coaches, sound immersion specialists, other The Foster Lane staff, as well as other clients
reschedule/cancel an appointment so another person may see a parent coach or sound immersion specialist
pay for sessions (if not outside contracted) prior to session
inform the parent coach or sound immersion specialist if one’s struggles worsen or escalate
provide requests for permission to release health records in writing to The Foster Lane

Four levels of the complaint process

There are four levels to Wisconsin’s grievance procedure.

Level 1: Filing a complaint

To start, write down your complaint. Be as clear as you can about what happened, those involved, and what documents might exist related to the incident. If you cannot write, a client rights staff member can write your complaint for you. You can use this sample form (PDF), but the form is not necessary to file a grievance.

Then, address your complaint to the client rights staff where you are receiving treatment. The client right staff will work with you and answer your questions.

There is generally a 45-day time limit from the time of the incident to file a grievance. But extensions are possible depending on the situation.

The client rights staff may ask you some questions about your complaint. Then, the client rights staff must investigate and write a report within 30 days of your filing. The report will contain the facts and their opinion on whether a right has been violated. It will also contain recommendations for resolving the complaint. If you don’t receive a report in 30 days, contact the client rights staff where you are receiving treatment. If you get no response, contact us.

Client rights staff is required to give the report to you, any involved staff members, and the program manager. The recommendations are carried out if everyone who receives the report agrees with its findings.

If you are not happy with the result, you have 14 days to let the service provider or facility know. Client rights staff will tell you how to appeal the decision.

Level 2: Appealing the response

Your appeal should state what you disagree with in the result. The program manager and the client rights staff will try to resolve the issue. If it cannot be resolved, the program manager must write a formal position for the service provider or facility. You must receive a written response from the program manager within 10 days.

Level 3: Appealing to the Client Rights Office

If you are not happy with that response, you have 14 days to appeal. You can appeal to your county health and human services department if the county is paying for your services. You can also appeal to the Client Rights Office. It may take 30 to 90 days to resolve your appeal.

Level 4: Appealing to the Division of Care and Treatment Services

If you are not happy with the response from the Client Rights Office, you can appeal within 14 days. That appeal is to the administrator of the Division of Care and Treatment Services.

Learn more in Wis. Stat. § 51.61(link is external) and Wis. Admin. Code ch. 94(link is external) about how the grievance procedure works.