A grievance is a complaint. You can report a complaint about the quality of care, your health care providers, waiting times, health plan customer service or any other concerns.
You or someone on your behalf such as an appointed representative.
There is no specific deadline for submitting a grievance.
If you need assistance filing your grievance, call our Customer Care Center, 8 a.m. to 8 p.m., seven days a week for Banner Medicare Advantage Dual HMO D-SNP grievances or 833-318-4146, TTY 711, 7:30 a.m. to 5:00 p.m., Monday through Friday, for Banner – University Family Care/ALTCS (B – UFC/ALTCS) grievances. You may also submit a grievance in writing at the address below:
Banner Medicare Advantage Dual HMO D-SNP
Banner – University Family Care/ALTCS
Attn: Grievance & Appeals Department
5255 E Williams Circle, Ste 2050, Tucson, AZ 85711
Fax: 866-465-8340
Email: BUHPGrievances&[email protected]
If you call us and we cannot resolve your complaint over the phone, we will respond to your complaint within 30 calendar days from the date you file the complaint. If the health plan needs more information to resolve the complaint, we can take up to 14 more days to respond to your complaint. We will notify you of the need for the 14-day extension and explain the reason for the extension and how it is in your best interest. The health plan will also provide instructions on how to file a “fast” or expedited complaint if you do not agree with our decision to take the extension.
Expedited Grievances will be responded to within 24 hours of your complaint.
If you file a written grievance, have a complaint related to quality of care or ask for a written response, the health plan will respond to you in writing.
You have the right to get a summary of information about the appeals, grievances, and exceptions that you have filed with us. To request this information, call our Customer Care Center, for Banner Dual or 833-318-4146, TTY 711, for B – UFC/ALTCS and ask for the Grievance and Appeals Department.