We must honor your rights as a member of Western Wisconsin Cares:

  1. We must provide information in a way that works for you. To get information from us in a way that works for you, please contact your care team.
  2. We must treat you with dignity, respect and fairness at all times. You have the right:
    • To get compassionate, considerate care from Western Wisconsin Cares’ staff and providers.
    • To get your care in a safe, clean environment.
    • To not have to do work or perform services for Western Wisconsin Cares.
    • To be encouraged and helped in talking to Western Wisconsin Cares’ staff about changes in policy that you think should be made or services that you think should be provided.
    • To be encouraged to exercise your rights as a member of Western Wisconsin Cares.
    • To be free from discrimination. Western Wisconsin Cares must obey laws that protect you from discrimination or unfair treatment. We do not discriminate based on a person’s race, mental or physical disability, religion, gender, sexual orientation, health, ethnicity, creed (beliefs), age, national origin or source of payment.
    • To be free from any form of restraint or seclusion used as a means of coercion, discipline, convenience or retaliation. This means you have the right to be free from being restrained or forced to be alone in order to make you behave in a certain way, to punish you or because someone finds it useful.
    • To be free from abuse, neglect and financial exploitation.
      • Abuse can be physical, emotional, financial or sexual. Abuse can also be if someone gives you a treatment such as medication or uses you in experimental research without your informed consent.
      • Neglect is when a caregiver fails to provide care, services or supervision which creates significant risk of danger to the individual. Self-neglect is when an individual who is responsible for his or her own care fails to obtain adequate care, including food, shelter, clothing or medical or dental care.
      • Financial exploitation can be fraud, enticement or coercion, theft, misconduct by a fiscal agent, identity theft, forgery, or unauthorized use of financial transaction cards including credit, debit, ATM and similar cards.

        What can you do if you are experiencing abuse, neglect or financial exploitation? If you feel that you have been abused, neglected or exploited financially, talk to your care team. They can help you with reporting and/or securing services for safety. You should always call 911 in an emergency.

        If you feel that you or someone you know is a victim of abuse, neglect or financial exploitation, you can contact Adult Protective Services. Adult Protective Services helps protect the safety of seniors and adults-at-risk who have experienced abuse, neglect or exploitation. They also help when a person is unable to look after his or her own safety due to a health condition or disability.

        You may call the following numbers to report incidents of witnessed or suspected abuse:
        WW Cares Member RightsADRC of Western Wisconsin – Serving La Crosse, Jackson, Monroe and Vernon Counties  – Toll Free - 800-500-3910
        ADRC of Trempealeau County – Toll Free  –  800-273-2001
        ADRC of Clark, Pepin, and Buffalo Counties – 866-578-2372
        La Crosse Crisis Line – 608-784-4357 (HELP)
        Great Rivers 2-1-1 Service – Dial – 2-1-1 or 800-362-8255
        New Horizons Shelter – 888-231-0066 (Domestic Violence and Sexual Assault)
        Bolton Refuge House – 855-526-5866 (Domestic Violence and Sexual Assault)
  3. We must ensure that you get timely access to your covered services. As a member of Western Wisconsin Cares, you have a right to receive services listed in your care plan when you need them. Your care team will arrange for your covered services. Your team will also coordinate with your health care providers, such as doctors, dentists, and podiatrists. Contact your team for assistance in choosing your providers.
  4. We must protect the privacy of your personal health information. If you have questions or concerns about the privacy of your personal health information, please call your team. See Appendix 6, page 72, for Western Wisconsin Cares’ Notice of Privacy Practices.
  5. We must give you access to your medical records. Ask your care team if you want a copy of your records. You have the right to ask Western Wisconsin Cares to change or correct your records.
  6. We must give you information about Western Wisconsin Cares, our network of providers and available services. Please contact your care team if you want this information.
  7. We must support your right to make decisions about your care.
    • You have a right to know about all of your choices. This means you have the right to be told about all of the options that are available, what they cost and whether they are covered by Family Care. You can also suggest other services or supports that you think would meet your needs.
    • You have the right to be told about any risks involved in your care.
    • You have the right to say “no” to any recommended care or services.
    • You have the right to get second medical opinions.
    • You have the right to give instructions about what you want done if you are not able to make decisions for yourself. Sometimes people become unable to make health care decisions for themselves due to accidents or serious illness. You have the right to say what you want to happen if you are in this situation through developing an advance directive. There are different types of advance directives and different names for them, including a “living will” and “power of attorney for health care.” Contact your care team if you want to know more about advance directives.
  8. You have the right to file a grievance or appeal if you are dissatisfied with your care or services.