Serenity Wellness Solutions · Your voice matters

Complaints & grievances

Tell us if something is wrong or you are unhappy with your care, services, staff, privacy, or how you have been treated. You have the right to speak up without retaliation.

Participants, families, guardians, representatives, and other concerned people may make a complaint. You can speak to us or put your concern in writing. A form, website account, or signature is not required to tell us about a concern.

Need help right now? Call 911 if someone is in immediate danger. Do not wait for the complaint process to report a safety concern or suspected abuse, neglect, or exploitation to the appropriate authorities.

Speak with us

John Shumway
Provider & Designated Rights Advocate
Available 8 a.m.–5 p.m.

Call 307-343-2820

Ask a staff member, representative, or case manager to help. Staff can write down a verbal complaint and explain the process. Tell us if you need language, reading, communication, or accessibility assistance.

Make a written complaint

Download blank grievance form (PDF)

Use the blank grievance form or write your concern in your own words. Tell us what happened, when and where it happened, and who was involved, if known. Include a safe way to contact you if you want a response.

Call 307-343-2820 to discuss your concern or arrange a private way to provide your completed form.

Ask us for a paper form or help completing it.

What happens next

  1. We acknowledge your complaint within 3 business days. Staff document your concern and begin a review.
  2. We resolve complaints within 21 calendar days. We provide a written outcome and explain the actions taken in a format you understand. If more time is needed, we document the reason and tell you the updated timeline.
  3. You may appeal if you disagree. Contact the Provider within 10 business days after the resolution. Your appeal will be reviewed and resolved within 14 calendar days. Ask for help or a written copy of the outcome at any stage.

We handle complaint information privately and share it only as needed to review and address the concern or meet legal and reporting obligations. Speaking up must not result in retaliation.

Outside help and reporting

You may contact an outside agency at any time, including if your complaint concerns the Provider. You do not have to finish our internal complaint or appeal process first.

Wyoming Department of Health

Home and Community Based Services
307-777-7531 · 800-510-0280

File a DD Waiver complaint with the State

Independent disability advocacy

Protection & Advocacy System, Inc.
307-632-3496

Contact Protection & Advocacy

Based on Serenity Wellness Solutions' 1.K.3.a Complaints Policy and Procedures and 1.E.b Grievance Form. You may ask for a copy of the full policy.