Central California Alliance for Health | Living Healthy | December 2016

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things to know
We’re committed to your satisfaction
We want you to be happy
with your health care
and with our service.
But sometimes you might
not be. When that’s the
case, we want to hear about
it.
If the complaint is about
your provider’s office, it’s
best to talk to them first.
Let someone on staff know
what happened. Ask him
or her for help fixing the
problem.
The same goes for a
complaint about hospital
care. Ask to speak with
a nurse, social worker or
patient advocate.
For questions about
charges, call the billing
department at the number
on your statement. Let them
know what insurance you
have. Ask them to bill your
insurance.
If you prefer, though,
you can tell us about the
problem. You can do this
by calling Member
Services. You can also
write a letter or fill out
a form on our website at
.
Let us know if:
■ ■ You’re not happy with the
care your doctor is giving
you
■ ■ You’re not pleased with the
services you get from your
plan
■ ■ You don’t think the plan
should have denied you
certain services
Someone will look into
your complaint. We’ll do all
we can to help you. If you’re
still unhappy after we try to
resolve your case, we’ll tell
you what steps you can take
next.
Your satisfaction is
important to us. Please tell
us if you’re not happy with a
provider or with something
we’ve done.
Protecting
your privacy
Details about your health
care are personal, and you
deserve to have them kept
that way.
That’s why we do all we
can to protect your privacy.
We make sure your personal
health information is kept
safe.
We may disclose your
information for the purposes
of treatment, payment
and health care operations
without having to ask your
permission. An example
of this would be to tell a
provider if you were eligible
as an Alliance member,
so that she or he could
treat you. There are other
situations in which we may
also disclose information
without your permission.
These are determined by
law.
If other people ask us for
your information, outside of
what is allowed by law, you
must say it is OK before we
can give it to them. We often
review the way we keep your
information safe. And we’ll
continue to do so. We want
you to have good care and
peace of mind.
If you would like more
information about our
privacy practices, please
see the Notice of Privacy
Practices at the back of
your Member Handbook/
Evidence of Coverage.
The notice is also
available on our website,
.
5 living healthy