Are you looking for other ways to share your thoughts and experiences with Partners Health Plan? Learn More about Member Feedback Opportunities, including facilitated open forums for PHP members and families to provide input directly with our leadership.
A grievance is an expression of dissatisfaction with any aspect of the operations, activities, or behavior of a plan or its delegated entity in the provision of health care or prescription drug services or benefits, regardless of whether remedial action is requested.
Grievances about quality – You are unhappy with the quality of care, such as the care you received in the hospital.
Grievances about privacy – You think that someone did not respect your right to privacy, or shared information about you that is confidential.
Grievances about poor customer service – A health care provider or staff was rude or disrespectful to you.
Grievances about physical accessibility – You cannot physically access the health care services and facilities in a provider’s office.
Grievances about waiting times – You are having trouble getting an appointment, or waiting too long to get it.
Grievances about cleanliness – You think the clinic, hospital or provider’s office is not clean.
Grievances about communications from us – You think the written information we sent you is too difficult to understand.
To file a grievance, you can:
You can also send your grievance (complaint) to Medicare. Medicare takes your complaints seriously and will use this information to help improve the quality of the Medicare program. If you have any other feedback or concerns, or if you feel the plan is not addressing your problem, please call 1-800-MEDICARE (1-800-633-4227). TTY/TDD users can call 1-877-486-2048. The call is free. Your grievance will be sent to the Medicare and Medicaid team overseeing the PHP Care Complete FIDA-IDD Plan.
Time Period for Grievance Filing:
Coverage Determinations &Appeals
A coverage determination is an initial decision your Interdisciplinary Team (IDT), PHP Care Complete FIDA-IDD Plan, or an authorized specialist makes about your benefits and coverage or about the amount PHP Care Complete FIDA-IDD Plan will pay for your medical services, items, or drugs. Your IDT, PHP Care Complete FIDA-IDD Plan, or your authorized specialist is making a coverage determination whenever it decides what is covered for you and how much PHP Care Complete FIDA-IDD Plan will pay. Authorized specialists include dentists, optometrists, ophthalmologists, and audiologists.
The PHP enrollee, enrollee’s representative, or the provider on behalf of the enrollee, has the right to request a pre-service organization determination (prior authorization).
Coverage Determination Time Period
An appeal is a formal way of asking us to review a decision made by your IDT, PHP Care Complete FIDA-IDD Plan, or authorized specialist and change it if you think a mistake was made. For example, your IDT, PHP Care Complete FIDA-IDD Plan, or authorized specialist might decide that a service, item, or drug that you want is not covered. If you or your provider disagree with that decision, you can appeal.
Note: You are a member of your IDT. You can appeal even if you participated in the discussions that led to the coverage determination that you wish to appeal.
You can ask any of these people for help:
Please go to Chapter 9 of your Participant Hand book found in your 2022 Member Materials, or call Participant Services at 1-855-747-5483 or TTY/TDD: 711 for more information on appeals. If you would like to learn the number of grievances, appeals and exceptions that have been filed with PHP Care Complete FIDA-IDD Plan, please call Participant Services at 1-855-747-5483 or TTY/TDD: 711.
Contact Partners Health Plan for current member assistance, to learn more about becoming a PHP member, or for general questions and inquiries.