We are committed to your satisfaction! We want you to be happy with your health care and our service. But, sometimes, you might not be. When that is the case, we want to hear about it. If you would like to talk to the Alliance about a problem, we are here to help. You may file a complaint (also called a grievance) if: ■ You are not happy with the care you received from your doctor or how you were treated in the office. ■ You are not happy with your experience in a hospital or other facility. ■ You received a bill for services covered by the Alliance. ■ You are not able to get the care you need. ■ You are not happy with the services you get from the Alliance. There are other reasons you might file a complaint with us. These are listed in your Member Handbook, which you can find online at www.thealliance.health/memberhandbook. If you are not happy with a decision we made, you can file an appeal. An appeal is a request for us to review and change a decision we made about your services. How to file a complaint or appeal You can file a complaint or an appeal by calling Member Services at 800-700-3874. You can also file a complaint or appeal in writing or through our website at www.thealliance.health/file-a-grievance. Next steps Once you let us know about your complaint or appeal, we will look into your concern. We will do all we can to help you. The information you share also helps us improve as an organization and helps our health partners. If you are still unhappy after we try to resolve your case, we will tell you what steps you can take next. Living Healthy 5
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