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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:

  • the way you were treated as a person
  • the physical condition of the provider's place of treatment
  • the attitudes of the provider or the provider's staff
  • the lack of availability to the provider
  • the MHBP membership including but not limited to customer service, provider networks, plan design, policies and procedures, inappropriate billing, network availability, and/or adherence to HIPAA privacy guidelines
  • the caliber of treatment rendered by the provider, such as; was the treatment adequate for the situation, was an inappropriate procedure used or was there a potential detriment to your health

How to File a Complaint

Step 1:

Gather all pertinent information:

  • Patient name
  • Patient’s Aetna ID Number
  • Date of service or date of incident
  • What you are reporting in your complaint, please provide as much specific detail as possible
  • If your complaint is related to a provider, please provide the provider’s first and last name, tax ID number, and address, if available
  • Please advise whether you wish to remain anonymous in the investigation of your complaint

Step 2:

File your complaint. You can file a complaint in one of three ways:

  • You can call the Customer Service number on your ID card, 800-410-7778
  • You can write a letter:
    MHBP
    PO Box 981106
    El Paso, TX 79998-1106
  • You can use the “Contact Us’ link via your secured portal and email us with the details of your complaint

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 800-410-7778.

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 20415-3610