Consumer Guide: Problems with Nursing Homes, Residential Care Facilities, Behavioral Health Programs, Mental Health Treatment Providers, or Substance Use Treatment Providers

You can file a complaint about any issue or concern related to quality of care or quality of life. This can include:

• Abuse
• Caregiver misconduct
• Discharges
• Lack of staffing
• Mistreatment
• Neglect
• Poor care
• Transfers
• Unsafe conditions

It’s your choice. You can file a complaint anonymously. If you want to know in writing that DQA received your complaint and the outcome, you must tell them:

• Your name
• Address
• Phone number

DQA does not give these details to the provider or facility. The law can require DQA to release this information if there’s a public records request for the complaint.

To file a complaint with DQA, use one of these methods:

• Call 800-642-6552 (toll-free). If you leave a voicemail, someone will call you back the next workday.
• Report Abuse, Neglect, or Misappropriation. Submit a public report or use the Misconduct Incident Reporting system.

You can also file a complaint based on the type of provider:

• Assisted living - Contact the right DQA Regional Office. See the list of Bureau of Assisted Living Regional Offices. Includes issues related to:
  • A 3-4 bed adult family home.
  • A community-based residential facility.
  • A residential care apartment complex.
• Corporate guardianship - See the Corporate Guardianships: Contacts and Complaints web page.
• Home health and hospice - Complete one of these forms. They also include instructions on how to file your complaint.
  • Home Health Agency Complaint Report, F-62069
  • Hospice Complaint Report, F-62287
• Long-term care - Contact the right DQA Regional Office. See the list of Bureau of Nursing Home Resident Care Regional Offices. Includes issues related to:
  • Nursing homes.
  • Facilities serving people with developmental disabilities.
  • Intermediate care facilities for people with intellectual disabilities.

• Behavioral health programs, mental health, and substance abuse treatment - Call DQA at 608-266-8481.

  • Emergency mental health services (crisis programs)
  • Comprehensive community services
  • Community support programs
  • Intoxicated driver programs
  • Mental health and substance use clinics
  • Mental health and substance use inpatient programs
  • Residential substance use treatment programs
  • Adult or youth stabilization facilities

• Other non-long-term care - Call DQA at 608-266-8481. You can also send a complaint in writing to:

  DQA/Bureau of Health Services
  Complaint Coordinator
  PO Box 2969
  Madison, WI 53701-2969

  Includes issues related to:

  • Adult day care centers.
  • Ambulatory surgical centers.
  • End state renal dialysis.
  • Hospitals.
  • Outpatient rehabilitation agencies.
  • Pain clinics.
  • Personal care agencies.
  • Rural health clinics.

DQA helps with complaints against caregivers and health and residential care providers who they regulate. To file a complaint without using DQA, you can either:

• Contact the provider. They may be able to resolve the complaint with a quick action.
• Submit a complaint to the Client Rights Office.
• Use the Ombudsman Program. An Ombudsman responds to issues and complaints from people who:
  • Get care in community-based living facilities.
  • Get care in nursing homes.
  • Get services from managed care organizations.