VNS CHOICE takes your care seriously. We strive to provide quality services and coverage, to ensure that our providers and our staff treat you with courtesy and respect, and to protect your privacy.

As a member of VNS CHOICE Medicare, you have rights that protect you and information about you. These are explained in detail in your Member Handbook (also called the Evidence of Coverage), and they include the right to be treated with dignity, respect and fairness; the right to privacy of your medical records and personal health information; to receive covered services in a timely manner; and to be informed of and participate in decisions about your health care.

You also have the right to make a complaint (or “grievance”) if you have concerns or problems related to your care, or if you have a complaint with VNS CHOICE or one of our plan providers. You can file an appeal if you want us to reconsider or change a decision we have made about the services or benefits we will cover for you. The details for filing an appeal or grievance can be found in your Member Handbook (Evidence of Coverage).

Filing an Appeal

An appeal is the type of complaint you make when you want us to reconsider or change a decision about your health care service. For example, you could file an appeal if:

• We refuse to cover or pay for a service you think we should cover.
• We or one of our providers refuse to give you a service you think should be covered.
• We or one of our plan providers reduces or cuts back on a service you have been receiving.
• You think we are stopping your coverage for a service too soon.

If you or your doctor believe you should take a prescription that is not on the VNS formulary, you may file an appeal called an exception using this form.

Filing a Grievance

A grievance is the type of complaint you make if you are dissatisfied with the quality of care you receive from VNS CHOICE or one of our providers. For example, you could file a grievance if:

• You are treated rudely by anyone connected with your care.
• You are unable to reach someone by phone or get the information you need.
• You have trouble scheduling appointments in a timely manner.
• You have a problem with your doctor’s office, whether that is its condition or cleanliness, or you are kept too long in the waiting room.

For more information, see Common Questions about Filing and Appeal or Grievance.

Note: In MLTC Plus, there are additional ways that you can file a grievance or appeal if the service you are dissatisfied with is one of your Medicaid benefits. Please see your Member Handbook/ Evidence of Coverage for more information.