File a Grievance

What is a Grievance?

A grievance is an official complaint. You have the right to file a grievance at any time. Examples of grievances include:

• • You cannot get a timely appointment with a provider.
  • You think the provider’s office staff did not treat you fairly.
  • You are not satisfied with the quality of care you received.
  • The availability, delivery or quality of health care services
  • Claims, payments, handling or reimbursement for health care services
  • Matters involving the contractual relationship between the member and the plan

These types of grievances do not involve benefits or denial of benefits.

The Grievance Process

You or your authorized representative may file a grievance verbally or in writing at any time. You or your authorized representative can file a grievance with the state or with HAP CareSource. Call Member Services or send a letter to:

HAP CareSource
Attn: Grievance & Appeals
P.O. Box 1025
Dayton, OH 45401-1025

You can also file a grievance in your My CareSource account. A provider may not file a grievance for you.

Please call Member Services if you have any questions.

Please call us if you have any problems reading or understanding this information. We can read this out loud for you, in English or in your primary language. We also can help you if you are visually or hearing impaired. We can provide language services to help you file a complaint or appeal at no cost to you.

Member Services: 1-833-230-2053 (TTY: 711), 24 hours a day, seven days a week.