Coronavirus Covid-19 Emergency Message

Making Complaints

The complaint process is used for certain types of problems only. This includes complaints related to quality of care, waiting times, and the customer service you receive.  Here are examples of the kinds of problems handled by the complaint process.

Quality of Your Medical Care
Are you unhappy with the quality of care you have received (including care in the hospital)?

Respecting Your Privacy
Do you believe that someone did not respect your right to privacy or shared information about you that you feel should be confidential?

Disrespect, Poor Customer Service, or Other Negative Behaviors
Has someone been rude or disrespectful to you? Are you unhappy with how our Member Services has dealt with you? Do you feel you are being encouraged to leave our plan?

Waiting Times
Are you having trouble getting an appointment, or waiting too long to get it?; Have you been kept waiting too long by doctors, pharmacists, or other health professionals? Or by Member Services or other staff at our plan?

Are you unhappy with the cleanliness or condition of a clinic, hospital, or doctor’s office?

Step-by-Step: Making a Complaint
Click above to view a quick guide on how to share your complaint with the Plan.

Contact Information
Members and providers who have questions about the Grievance and Appeals processes or need the status of a coverage determination can contact Member Services.

Last updated 10/01/2019

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