Customer Concerns

All patients and/or their families who are provided any element of service(s) by a network provider will be given the opportunity to express any concern or complaint they may have to our Office of Quality Improvement. Any network provider may also contact the Office of Quality Improvement regarding any concern/complaint which they believe needs to be addressed.

  • All complaints are documented and evaluated by clinical staff of the Office of Quality Improvement, either through routine review process or in acute matters through policies and procedures outlined for this purpose. A written response regarding the outcome will be forwarded to the complainant within five business days.
  • If an individual is dissatisfied with the outcome or resolution of a complaint, the Office of Quality Improvement will advise that individual how they may file a written appeal of any decision that was made. A written response regarding the outcome of that appeal will be provided within thirty days.
  • A second level of appeal is also available to any individual who remains dissatisfied with the resolution of a complaint following their initial appeal. A written response to a second level of appeal will be provided within thirty days as well. This will be the final appeal available.

Any patient or provider who would like to express their concerns or complaints should contact the Office of Quality Improvement at:
Toll free: 1-800-609-9665
Or
Managed Health Care Administration
Attn: Office of Quality Improvement
956 Montclair Rd., Suite 200
Birmingham, AL 35213

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