Complaint information
If you would like to file a complaint with MHBP
Our Quality Improvement process was established to review concerns presented by our members.
We appreciate you taking the time to describe your experiences, as your feedback enables us to better monitor the service that is being provided to our members. Any findings and/or actions taken during our review process of the issue you have presented are confidential and are not disclosed.
Should you experience dissatisfaction with:
- Obtain primary and preventive care from the health care professional you chose from the plan’s network.
- Change your primary care physician to another available physician who participates in the plan
- Members may receive information regarding malpractice insurance of providers upon request
- Get necessary care from network specialists, hospitals, and other health care professionals
- Be referred to network specialists who are experienced in treating your illness
- Be told by your health care professionals how to schedule appointments, how to get health care during and after office hours, and receive continuity of care
- For non-life threatening situations that require immediate attention, go to the nearest participating Urgent Care Center, Convenient Care Clinic or Retail Clinic. For life-threatening emergencies, call 911 or go to your nearest hospital
- Receive urgently needed medically necessary care
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Civil Rights Discrimination Complaint Information
MHBP complies with all applicable Federal civil rights laws, to include both Title VII of the Civil Rights Act of 1964 and Section 1557 of the Affordable Care Act (ACA). Pursuant to Section 1557 MHBP does not discriminate, exclude people, or treat them differently on the basis of race, color, national origin, age, disability, or sex. The Plan provides free aid/services to people with disabilities and to people who need language assistance. If you need a qualified interpreter, written information in other formats, translation or other services, call 1-800-410-7778 (TTY:711). If you believe we have failed to provide these services or otherwise discriminated based on a protected class noted above, you can also file a grievance with the Civil Rights Coordinator by contacting:Civil Rights Coordinator
P.O. Box 14462, Lexington, KY 40512 800-648-7817, TTY: 711 Fax: 859-425-3379 CRCoordinator@aetna.com You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by phone at: 800-368-1019, 800-537-7697 (TDD), TTY: 711, or by mail at:U.S. Department of Health and Human Services
200 Independence Avenue SW, Room 509F, HHH Building, Washington, DC 20201 You may file a 1557 complaint with the HHS Office of Civil Rights, FEHB Program carrier, or OPM. You may file a civil rights complaint with OPM by mail at:Office of Personnel Management
Healthcare and Insurance Federal Employee Insurance Operations Attention: Assistant Director 1900 E Street NW Suite 3400 Washington, DC 20415-3610Have questions? We’re here.
Call 1-800-410-7778 (TTY: 711)
24 hours a day, 7 days a week, except certain holidays