Chapter DHS 34

DHS 34.23(8)(b) (b) The staff person or persons involved and any non-staff persons present or involved.

DHS 34.23(8)(c) (c) The assessment of the person’s need for emergency mental health services and the response plan developed based on the assessment.

DHS 34.23(8)(d) (d) The emergency mental health services provided to the person and the outcomes achieved.

DHS 34.23(8)(e) (e) Any provider, agency or individual to whom a referral was made on behalf of the person experiencing the crisis.

DHS 34.23(8)(f) (f) Follow-up and linkage services provided on behalf of the person.

DHS 34.23(8)(g) (g) If there was a crisis plan under sub. (7) on file for the person, any proposed amendments to the plan in light of the results of the response to the request for services.

DHS 34.23(8)(h) (h) If it was determined that the person was not in need of emergency mental health services, any suggestions or referrals provided on behalf of the person.

DHS 34.23 History History: Cr. Register, September, 1996, No. 489, eff. 10-1-96; CR 23-053: am. (3) (a) Register September 2023 No. 813, eff. 10-1-23.

DHS 34.24 DHS 34.24 Client service records.

DHS 34.24(1) (1) Maintenance and security.

DHS 34.24(1)(a) (a) A program shall maintain accurate records of services provided to clients, including service notes prepared under s. DHS 34.23 (8) and crisis plans developed under s. DHS 34.23 (7).

DHS 34.24(1)(b) (b) The program administrator is responsible for the maintenance and security of client service records.

DHS 34.24(2) (2) Location and format. Client service records shall be kept in a central place that is not accessible to persons receiving care from the program, shall be held safe and secure, shall be managed in accordance with standard professional practices for the maintenance of client mental health records, and shall be arranged in a format which provides for consistent recordkeeping within the program and which facilitates accurate and efficient record retrieval.

DHS 34.24(3) (3) Disposition upon program closing. An organization providing emergency mental health services under contract with the county shall establish a written plan for maintenance and disposition of client service records in the event that the program loses its certification or otherwise terminates operations. The plan shall include a written agreement with the county department to have the county department act as the repository and custodian of the client records for the required retention period or until the records have been transferred to a new program.

DHS 34.24(4) (4) Confidentiality. Maintenance, release, retention and disposition of client service records shall be kept confidential as required under s. 51.30, Stats., and ch. DHS 92.

DHS 34.24 History History: Cr. Register, September, 1996, No. 489, eff. 10-1-96; correction in (4) made under s. 13.93 (2m) (b) 7., Stats., Register, April, 2000, No. 532; correction in (4) made under s. 13.92 (4) (b) 7., Stats., Register November 2008 No. 635.

DHS 34.25 DHS 34.25 Client rights.

DHS 34.25(1) (1) Policies and procedures. All programs shall comply with s. 51.61, Stats., and ch. DHS 94 on the rights of clients.

DHS 34.25(2) (2) Conflict resolution.

DHS 34.25(2)(a) (a) A program shall inform clients and their parents or guardian, where the consent of the parent or guardian is required for services, that they have the option of using either formal or informal procedures for resolving complaints and disagreements.

DHS 34.25(2)(b) (b) A program shall establish a process for informal resolution of concerns raised by clients, family members and other agencies involved in meeting the needs of clients.

DHS 34.25(2)(c) (c) A program shall establish a grievance resolution system which meets the requirements under s. DHS 94.27 for a grievance resolution system.

DHS 34.25 History History: Cr. Register, September, 1996, No. 489, eff. 10-1-96; corrections in (1) and (2) (c) made under s. 13.92 (4) (b) 7., Stats., Register November 2008 No. 635.

DHS 34.26 DHS 34.26 Client satisfaction.

DHS 34.26(1) (1) Each program shall have a process for collecting and recording indications of client satisfaction with the services provided by the program. This process may include any of the following:

DHS 34.26(1)(a) (a) Short interviews with persons who have received emergency services.

DHS 34.26(1)(b) (b) Evaluation forms to be completed and returned by clients after receiving services.

DHS 34.26(1)(c) (c) Follow-up conversations.

DHS 34.26(2) (2) Information about client satisfaction shall be collected in a format which allows the collation and comparison of responses and which protects the confidentiality of those providing information.

DHS 34.26(3) (3) The process for obtaining client satisfaction information shall make allowance for persons who choose not to respond or are unable to respond.

DHS 34.26(4) (4) Prior to a recertification survey under s. DHS 34.03 (6) (c), the program administrator shall prepare and maintain on file a report summarizing the information received through the client satisfaction survey process and indicating:

DHS 34.26(4)(a) (a) Any changes in program policies and operations or to the coordinated community services plan under s. DHS 34.22 (1) made in response to client views.

DHS 34.26(4)(b) (b) Any suggestions for changes in the requirements under this chapter which would permit programs to improve services for clients.

DHS 34.26 History History: Cr. Register, September, 1996, No. 489, eff. 10-1-96; CR 23-053: am. (1) (a), (c) Register September 2023 No. 813, eff. 10-1-23.