What is a grievance?
A grievance is a complaint or concern about any matter other than a denial, reduction, suspension or termination of your services. Some examples of grievance topics include, but are not limited to, dissatisfaction with the quality of services provided or failures to respect the rights of members.
How to file a grievance
You may file a grievance with Cardinal Innovations by mail, by phone, or in person.
Report by phone or in person
You can express your concern or grievance by calling our toll-free line at 1-888-213-9687. Leave a message with your name and phone number if you would like to speak with a grievance resolution specialist. You may also leave a message without your name and phone number if you wish to be anonymous.
Report by mail
Download and mail completed form to:
Cardinal Innovations
Attn: Quality Management
550 South Caldwell St., Suite 1500
Charlotte, NC 28202
Report on your behalf
You can speak with your family member about your concerns and he/she can file a grievance on your behalf. He/she may also file by phone, mail, or in-person.
You may also file a grievance with your provider. Each Cardinal Innovations network provider has a grievance process in place to support you. Contact your provider staff for specific information on how to do so
After filing a grievance
Grievances are typically resolved within 30 calendar days.
If you aren't satisfied with the resolution of a grievance, you can request a Formal Level of Review following the initial review of the grievance. The Formal Level of Review Form is sent to you with the Grievance Resolution Letter. You must complete the Formal Level of Review Form and return it to Cardinal Innovations within 15 business days of the date on the resolution letter.
For more information about grievances and concerns, please review the Member Handbook.