We are committed to your satisfaction! We want you to be happy with your health care and our services. But sometimes you might not be. When that is the case, we want to hear about it. If you are not happy with a doctor or the doctor’s office, it is best to talk to them first. Let someone in the office know what happened. Ask them for help to fix the problem. If you are not happy with your experience in a hospital or other facility, you can ask to speak with a nurse, social worker or patient advocate. If you are getting a bill for services covered by the Alliance, call the billing department at the number on your statement. Let them know you have the Alliance as your insurance and ask them to bill us directly. If you would rather talk to the Alliance about the problem, we are here to help. You may file a complaint (also called a grievance) if you are not happy with: ■ The care your doctor is providing or how you were treated in the office. ■ Being able to get the care you need. ■ 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. You may file an appeal with us if you are not happy with: ■ A decision we have made to change or deny services. 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/for-members/member-services/ file-a-grievance. Once you let us know about your complaint or appeal, we will look into it. 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. 5 Living Healthy
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