A grievance is an expression of dissatisfaction about any matter other than an Action. 42CFR 438.400(b)
Action is defined as the following:
If you are not satisfied with your services, how long you may have to wait for them, or the person who delivers the service, you have the right to file a Grievance Report.
There are several ways to make a complaint
You can leave an anonymous message, but if you want a call back, you will need to leave a name and phone number. You can also tell the Concern Line any suggestions you have for improvements in services or relay compliments for considerate, helpful services.
You may also call the Community Operations Department (includes Community Engagement, Member Engagement and Community Affairs) by emailing firstname.lastname@example.org.
The person taking your complaint will enter it into the computer database. The complaint will be referred to Quality Management who will assign staff to investigate your issue. All complaints are normally resolved within 30 days.
To read about all the steps in the Grievance process, look under the Rights and Responsibilities link on the home page. The Grievance Process is also in the Member and Family Handbook >
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