Ombudsmen work on concerns raised by consumers, family members and friends, facility staff and management, as well as governmental agencies and organizations. Callers are guaranteed confidentiality and, if requested, anonymity when ombudsmen intervene on their behalf.
Regardless of who makes the complaint, the Ombudsman's only client remains the resident or consumer, and the only goal is what the resident or consumer wants and/or needs. The Ombudsman carries out the work that is directed by the consumer. In some situations where the consumer is not able to adequately communicate, the legal decision maker may provide direction.
Complaints may be made via phone, fax, letter, or via the online complaint form.
By mail:
1402 Pankratz Street, Suite 111
Madison, WI 53704-4001
By fax:
608-246-7001
Click here to file an online concern or complaint.
Due to the high volume and often very serious nature of complaints, calls are continuously prioritized. Persons making a complaint are asked to be as detailed as possible in describing the complaint or need for a return call, and are asked to leave complete contact information.
Informal Resolution
Many times complaints can be resolved through informal resolution. Ombudsmen often serve as mediators, negotiators and consultants. When communication has broken down between consumers and their families, or consumers and providers, the Ombudsman is frequently called upon to help mediate a resolution in which the clients voice is heard above all others.
Increasingly, the providers of long term care services have come to rely on the consultation of the Ombudsman to resolve issues which are not addressed by administrative rules. By involving the Ombudsman in a dispute before it becomes a grievance or a crisis, the Ombudsman can explore options and resolutions from a rights perspective and can offer staff and/or resident education on specific topics.
Formal Resolution
When complaints cannot be resolved through informal resolution, a formal resolution might be necessary. Ombudsman offer assistance and represenation to consumers through the formal complaint process. This may include internal appeals, grievances, and State Fair Hearings. An Ombudsman provides help and representation only at the request of the consumer.
An Ombudsman is not an attorney and cannot provide legal advice. If you need legal advice, you should talk with an attorney.
