DENTAL
PLAN
Member
Handbook
October 2015
DentaQuest TennCareSM
DENTAL PLAN
MEMBER HANDBOOK
DentaQuest, LLC
12121 North Corporate Parkway
Mequon, WI 53092
1-855-418-1622
www.dentaquest.com
This document contains proprietary and confidential information
and may not be disclosed to others without written permission.
© Copyright 2016. All rights reserved.
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PHONE NUMBERS TO REMEMBER
English and Spanish speaking telephone representatives are
available in our member call center and will help you to:
• Choose a contracted dentist
• Change to another contracted dentist
• Obtain dental health education material
• Obtain information on health fairs and health education
classes
• Receive assistance and information on all of your dental plan
services
• Get translation and interpreter services
• Receive assistance with filing complaints and appeals
Here is information for our member call center:
Toll-free telephone number: Toll-free number for
the hearing impaired:
Days/hours: 855-418-1622
TTY/TDD 800-466-7566
Monday - Friday
(Excluding state-approved holidays)
7:00 a.m. - 5:00 p.m. Central Time
Automated System is available
24 hrs. a day/7 days a week.
Tennessee Health Connection855-259-0701
Transportation Services855-418-1622
TennCare Solutions Unit800-878-3192/
TTY/TDD 866-771-7043
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TENNderCare is now going to be called TennCare Kids – TennCare
Kids will be the same health care for your child and teen.
Check In, Check Up, and Check Back!
TennCare Kids is the new name for TennCare’s program to keep children
healthy. It used to be called TENNderCare or EPSDT (Early Periodic
Screening, Diagnosis and Treatment). Your child and teen need regular
health checkups, even if they seem healthy. These visits help your doctor
find and treat problems early.
In TennCare Kids, checkups for children are provided until they reach
age 21.
TennCare Kids also pays for medically necessary care and medicine
to treat problems found at the checkup. This includes medical, dental,
speech, hearing, vision, and behavioral (mental health, alcohol or drug
abuse problems).
If your child hasn’t had a checkup lately, call your child’s dental home
dentist today for a dental appointment. When you call your child’s dentist
ask for a TennCare Kids checkup. You can go to your child’s dental home
dentist to get TennCare Kids checkups.
For your child’s dental care you may see your Dental Home dentist or
any contracted dentist who participates in the TennCareSM Dental Plan.
And, if someone else, like your child’s teacher, is worried about your
child’s health, you can get a TennCare Kids checkup for your child.
TennCare Kids checkups may include:
• TennCare Kids checkups may include:
• Health history
• Complete physical exam
• Laboratory tests (as needed)
• Immunizations (shots)
• Vision/hearing screening
• Developmental/behavioral screening (as needed)
• Advice on how to keep your child healthy
• Dental exam/evaluation
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Please read more about TennCare Kids in your Member Handbook.
REMEMBER, since TennCare Kids used to be called
TENNderCare, you may see both names until all of our handbooks
and other material get updated.
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TABLE OF CONTENTS
Phone Numbers To Remember ..................................................................... 3
Introduction...................................................................................................... 8
Welcome to Your Dental Plan!........................................................................ 8
Using This Handbook...................................................................................... 8
Your Dental Home and What it is................................................................. 13
What do I need to bring with me to my dentist appointment?......................... 15
How do I get dental care after my dentist’s office is closed?.......................... 15
Can a clinic be my child’s Dental Home
(Rural Health Clinic/Federally Qualified Health Center)?................................ 15
How Can I Change My Child’s Dental Home?................................................. 15
How many times can I change my child’s Dental Home?................................ 16
If I change my child’s Dental Home,
when can we start getting services from that provider?.................................. 16
Is there any reason I might be denied
if I ask to change my child’s Dental Home?..................................................... 16
Can a Dental Home Dentist ask to move
my child to another Dental Home Dentist?...................................................... 16
What if I choose to take my child to a dentist
who isn’t my child’s Dental Home Dentist?...................................................... 16
How do I get dental care for my child after
the Dental Home Dentist’s office is closed?.................................................... 17
Benefits.......................................................................................................... 17
What are my child’s TennCare dental benefits?.............................................. 17
How do I get the drugs the dentist has
ordered for my child (prescriptions)? .............................................................. 18
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Who do I call if I have problems getting drugs
the dentist ordered for my child (prescriptions)? ............................................ 18
Dental Care and Other Services .................................................................. 18
What is routine dental care? How soon
can I expect my child to be seen?................................................................... 18
Does TennCare pay for emergency dental services?...................................... 18
What does medically necessary mean?.......................................................... 19
What is TennCare Kids? ................................................................................. 19
If I do not have a ride, how can I get
my child to the dentist’s office? ....................................................................... 21
What if my child needs routine dental care or
emergency dental services when he
or she is out of town or out of Tennessee? ..................................................... 21
What if my child needs to see a dental specialist? ......................................... 22
What services do not need a referral? ........................................................... 22
Can someone interpret for me when I talk with my child’s dentist? ................ 22
What if I get a bill from my child’s dentist? Who do I call? .............................. 23
What do I have to do if I move? ...................................................................... 23
Member Rights and Responsibilities........................................................... 24
Complaint Process........................................................................................ 26
What should I do if I have a complaint? Who do I call?................................... 26
Appeal Process............................................................................................. 27
What can I do if DentaQuest denies or limits
a service for my child that the dentist has asked for? .................................... 27
How will I find out if services are denied? ...................................................... 28
Expedited Dental Plan Appeal...................................................................... 29
What is an Expedited Appeal? ....................................................................... 29
How do I ask for an Expedited Appeal? ......................................................... 29
What happens if DentaQuest says
it won’t do an expedited appeal? .................................................................... 29
Fair Hearing................................................................................................... 30
Fraud Information.......................................................................................... 30
Fair Treatment Notice and Complaint Forms.............................................. 33
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WELCOME TO DENTAQUEST,
YOUR CHILD’S DENTAL
PROGRAM UNDER TENNCARE!
Dental care is very important for your
child’s health and well-being! Your
child needs to have checkups every six
months at his or her Dental Home. A
Dental Home is the dentist’s office where
your child goes regularly for dental care.
You can find a list of dentists that work with DentaQuest on our
website – www.dentaquest.com. When you use “Find a Dentist” on
our website you can see and print a list of dentists close to where
you live. If you cannot print a list from our website you can ask
customer service for a list of participating dentists be mailed to you.
If you have questions or need help finding a dentist you can also
call DentaQuest customer service at 1-855-418-1622.
We hope you will see a dentist on a regular basis:
• That dentist will provide you with any services you need that
are covered under this plan
• Do not wait to see your dentist until you have a problem
Using This Handbook
This handbook, called the member handbook gives you information
about:
•Your dental benefits
• How to use your dental benefits
• Your rights and responsibilities as a plan member
This handbook will help you understand how the program works.
Please read it before you call your contracted dentist.
This handbook uses some terms you should understand:
•“You,” “Your,” “My,” “I” and “Member” — Refers to the
child or children enrolled in the TennCare Dental Plan program
•“We,” “us,” and “our” — Refers to DentaQuest
•“Your dentist,” “Participating Dentist,” and “Contracted
Dentist” — Refers to the Dental Home dentist you choose
who will provide your dental care.
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• “TennCare Dental Plan,” “Medicaid,” and “TennCare” —
Refers to the Bureau of TennCare and/or TennCare Dental
Plan
•“TennCare ID Card,” “ID Card,” – Refers to the ID card
received from your health plan
• “Auxiliary Aids,” “Auxiliary Services” – Refers to aids or
services such as language interpretation, translation services
and materials that can be requested in Braille, large print and
audio. Auxiliary aids and services are available upon request
at no expense to members on the TennCare dental plan.
• “My Child” — Refers to the parent or legal guardian of the
child or children enrolled in the TennCare Dental Plan
• “Member Services,” “Member Call Center,” and
“Customer Service“ – Refers to the toll- free phone line you
can call for assistance with the TennCare Dental Plan
•“Emergency,” “Emergencies,” “Emergent,” and
“Emergency Services” - Emergencies are times when
there could be serious danger or damage to your child’s
health if he or she doesn’t get care right away
•“Urgent,” “Urgent Services” - Urgent services are
services that are not as serious as Emergency Services
but should not wait until the next scheduled appointment.
Call DentaQuest the next day so we can help you get an
appointment very soon
Keep this handbook for future use. To keep you informed about
the dental plan, we will sometimes send you information such as:
•Health education classes available
•The complaint process
•How to get translator services
•Other important information on TennCare Dental Plan
•Be notified by mail of changes in services, benefits or if your
dentist leaves TennCareSM
This handbook is an outline of your DentaQuest dental plan.
Our contract with the Bureau of TennCare has the complete
information. We will give you a copy of the contract on request.
The DentaQuest Quality Improvement Program
Because DentaQuest wants to provide you with the very best
services always, we have a Quality Improvement Program that
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measures how well we are doing. We use it to look closely at all
of the dentists to make sure that they provide the best dental care
for your needs. DentaQuest looks at the Quality Improvement
Program every year and makes changes in how we provide
services to keep making them better. For a copy of our Annual
Quality Improvement Program, call DentaQuest at
1-855-418-1622.
Member Satisfaction Survey Results
Each year DentaQuest calls TennCareSM members to ask how
happy they are with their dental care and dental plan. We
will continue working with members and dentists to improve
satisfaction. The results from the survey will be provided each
year in the fourth quarter member newsletter.
You have the right to request this Handbook, auxiliary services
and materials in:
•Audio
•Braille
•Larger print
•Other languages
¿Habla español y necesita ayuda con esta carta? Llámenos gratis
al 1-855-418-1622.
If you have a hearing or speech problem you can call us on a TTY/
TDD machine. Our TTY/TDD number is 1-800-466-7566.
Si tiene problemas de audición o del habla, puede llamarnos a
través de una máquina de TTY/TDD. El número de TTY/TDD es
1-800-466-7566.
Need help in another language? You can call DentaQuest for
assistance in any language at 1-855-418-1622 or the numbers
below. Interpretation and translation services are free to
TennCare members.
Foreign Language Lines
Call if you need help and need to speak with someone in one of
these languages:
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(Arabic)
Bosanski (Bosnian)
1-800-758-1638
1-800-758-1638
(Kurdish-Badinani) 1-800-758-1638
(Kurdish- Sorani)
1-800-758-1638
Soomaali (Somali)
1-800-758-1638
Espanol (Spanish)
1-800-758-1638
Ngu.o.i Viêt
. (Vietnamese)
1-800-758-1638
Do you need help with this information? Is it because you have a
health, mental health, or learning problem or a disability? Or, do
you need help in another language? If so, you have a right to get
help, and we can help you. Call Customer Service at
1-855-418-1622 for more information.
Do you have a mental illness and need help with this information?
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The TennCare Advocacy Program can help you. Call them for free
at 1-800-758-1638.
¿Necesita ayuda con esta información? ¿La necesita porque tiene
una discapacidad o un problema de aprendizaje, de salud mental
o una enfermedad? ¿O acaso necesita ayuda en otro idioma? Si
es así, usted tiene derecho a obtener ayuda, y nosotros podemos
brindársela. Llame a 1-855-418-1622 para más información.
¿Tiene usted una enfermedad mental y necesita ayuda con esta
información? En la línea telefónica de TennCare Advocacy pueden
ayudarle. Llámelos gratis al 1-800-758-1638.
We do not allow unfair treatment in TennCare. No one is treated
in a different way because of race, color, birthplace, religion,
language, sex, age or disability. Do you think you’ve been treated
unfairly? Do you have more questions or need more help? If you
think you’ve been treated unfairly, call the Tennessee Health
Connection for free at 1-855-259-0701. In Nashville, call 615-7432000.
TennCare no permite el trato injusto. Nadie recibe un trato
diferente debido a su raza, color de la piel, lugar de nacimiento,
religión, idioma, sexo, edad o discapacidad. ¿Cree que lo han
tratado injustamente? ¿Tiene más preguntas o necesita más
ayuda? Si piensa que lo han tratado injustamente, llame gratis al
Centro de Servicio para Tennessee Health Connection al 1-855259-0701. En Nashville, llame al 615-743-2001.
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WHAT IS A DENTAL HOME?
A Dental Home can be a general
dentist or a pediatric dentist who only
treats children. Your Dental Home
provides your child services that
prevent teeth problems. This dentist
also can fix most teeth problems. Your
child’s Dental Home also can send your
child to a dental specialist for teeth
problems that are harder to fix, if that kind of treatment is needed.
As a DentaQuest member you have a Dental Home. A Dental
Home is a dentist you see regularly every six months. This dentist
will provide care for you and always be available.
Your Dental Home will work with you so you can stay healthy.
It is important to go back to the same Dental Home for each
appointment.
Your Dental Home will provide:
Complete dental care
•A dental health plan designed for you
•Guidance about growth and diet
•How to correctly care for your teeth
Healthy teeth and gums are an important part of overall health.
For a longer healthier life have regular checkups every six months.
Children should see the dentist by age one.
So don’t wait! Call your Dental Home and make an appointment
today.
If you have questions about your Dental Home or benefits call toll
free 855-418-1622 or visit our website at www.dentaquest.com
Remember: Once you choose a Dental Home you are responsible
for keeping all of your dental appointments and always arriving on
time. If you are moving or need to change your Dental Home please
call customer service for help at 855-418-1622.
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How to Find a Dentist Using Our Website:
Visit our website at www.dentaquest.com Choose “Find a Dentist”
on the top line. Then follow directions for one of the options below.
1. You may choose to do a quick search by zip code by
entering the state you live in, your zip code and the program
(TennCare) in the top box labeled “Your Information”.
This will produce a list of all dentists participating in your
program that are accepting new patients within 30 miles
based on zip code and criteria chosen. If you would like a
list of only general dentists please choose that option under
provider specialty.
2. Or you may choose to do a detailed search by entering the
state you live in, your zip code and the program (TennCare)
in the top box labeled “Your Information”. You may then
choose other options such as special needs, handicap
accessible, accepting new patients, provider specialty and
office language spoken.
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What do I need to bring with me to my dentist appointment?
Bring the member’s ID card. If you have other dental coverage,
bring that information to show your dentist.
How do I get dental care after my dentist’s office is closed?
If your child needs dental care after the office is closed and it is
not an emergency, you can call your child’s Dental Home office
and leave a message with the answering service. The dentist’s
staff will call you back when the office reopens.
You can also call us 24 hours a day/7 days a week and we will
help you. Here is the information for our member call center:
Toll-free telephone number: Toll-free number for
the hearing impaired:
Days/hours: 855-418-1622
TTY/TDD 800-466-7566
Monday - Friday
(Excluding state-approved holidays)
7:00 a.m. - 5:00 p.m. Central Time
Automated System is available
24 hrs a day/7 days a week.
Can a clinic be my child’s Dental Home (Rural Health Clinic/
Federally Qualified Health Center)?
Yes, a Federally Qualified Health Center (FQHC) or Rural Health
Clinic (RHC) can be your Dental Home if you choose and they are
contracted with DentaQuest. Give us a call with any questions at
855-418-1622.
How Can I Change My Child’s Dental Home?
You can change your Dental Home by calling us at 855-418-1622.
Or you can write us at:
DentaQuest - TennCare
12121 North Corporate Parkway
Mequon, WI 53092
If you still have work to be done and your dentist decides to not be
a contracted dentist anymore, call us. You can ask to keep seeing
that dentist to finish the dental work.
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How many times can I change my child’s Dental Home?
You can change your child’s Dental Home as many times as you
like.
If I change my child’s Dental Home, when can we start getting
services from that provider?
Once you have changed your child’s dentist, this change will be
effective the month after you ask. Sometimes, depending on the
circumstances, we may be able to change your dentist right away.
Is there any reason I might be denied if I ask to change my
child’s Dental Home?
We might turn down your request for one of the reasons listed
below:
•The Dental Home you want to change to is not accepting
new patients
•The Dental Home you want to change to does not provide
the types of dental services your child needs
Can a Dental Home ask to move my child to another Dental
Home?
Your child can be moved from one Dental Home to another for one
of the reasons listed below:
•If you or your child do not follow the dentist’s advice
•If you or your child is repeatedly loud or disruptive while in
the dentist’s waiting room or treatment area
•If your relationship with your child’s Dental Home is not
working for either you or the dentist
What if my child needs to see a dental specialist who is not
my child’s Dental Home?
Your child’s Dental Home will refer you to a dental specialist as
needed. You will need a referral from your Dental Home to see a
dental specialist.
What if I choose to take my child to a dentist that is out of
network?
You will have to pay for any out-of-network services not authorized
by DentaQuest, except for emergency care
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What if I choose to take my child to a dentist that does not accept
TennCare?
You will have to pay for any dental services that are done by dentists
who do not accept TennCare unless it is for emergency care.
How do I get dental care for my child after the Dental Home
office is closed?
If your child needs dental care after the office is closed and it is not
an emergency, you can call your child’s Dental Home and leave a
message with the answering service. The dentist’s staff will call you
back when the office reopens.
BENEFITS
What are my child’s TennCare dental
benefits?
TennCare members under age 21 have
covered benefits as part of TennCare
Kids. TennCare Kids is Tennessee’s
EPSDT health program.
These benefits include:
•Exam and cleaning every 6 months
•X-rays
•Fluoride treatments and some dental sealants
•Fillings, extractions and other treatments as medically necessary
•Braces are covered if a member has a handicapping
malocclusion. For more information on orthodontic coverage
including the definition of “handicapping malocclusion”, please
look at the TennCare Medicaid Rule. This is found on the TennCare
website – http://share.tn.gov/sos/rules/1200/1200-13/1200-13-13.20160930.
pdf and TennCare Standard Rule. This is found on the TennCare website –
http://share.tn.gov/sos/rules/1200/1200-13/1200-13-14.20160930.pdf
What services are not covered?
• Services which, in the opinion of the dentist, are not medically
necessary for the member’s dental health
• Cosmetic dental care
• Experimental or investigational procedures
• Services which are eligible for reimbursement by insurance or
covered under any other insurance or health care service plan.
DentaQuest shall provide services at the time of need, and the
member or member’s legal guardian will cooperate to assure
that DentaQuest is reimbursed for such benefits
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How do I get these services for my child?
Remember, you can get the most from your dental coverage by:
•Seeing only DentaQuest contracted dentists
•Visiting your Dental Home regularly for checkups
•Following your Dental Home’s advice about regular brushing
and flossing
•Getting treatment before you have a toothache
•Keeping your dental appointments
How do I get the drugs the dentist has ordered for my child
(prescriptions)?
Take the prescription the dentist gave you and your ID card to your
nearest drug store.
Who do I call if I have problems getting drugs the dentist
ordered for my child (prescriptions)?
Call your medical health plan or you can contact:
TennCare Pharmacy Program
888-816-1680
DENTAL CARE AND OTHER
SERVICES
What is routine dental care? How soon
can I expect my child to be seen?
Routine dental services include:
•Diagnostic and preventive visits
•Therapeutic services such as
fillings, crowns, root canals and/or
extractions.
Members should be scheduled for appointments:
•Within three (3) weeks for routine services
•Within forty-eight (48) hours for urgent services
Does TennCare cover emergency dental services?
TennCare covers emergency dental services for children under the age
of 21. Examples of emergencies that may be covered are:
• Dislocated jaw
• Traumatic damage to teeth and supporting structures
• Removal of cysts
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• Treatment of oral abscess of tooth or gum origin
• Unusual amount of bleeding following tooth extraction or other
oral surgery procedure
• Treatment and devices for correction of craniofacial anomalies
• Drugs for any of the above conditions
TennCare also covers dental services your child gets in a hospital.
This includes services the doctor provides and other services your
child might need, like anesthesia.
If your child is in a medical health plan, the health plan will pay for
these services.
How do I get urgent dental care for my child and who do I call?
Call your child’s Dental Home immediately to find out how your
child can get in for a dental appointment. If your Dental Home office
is closed, do all of the following:
• If your child gets medical services through a health plan, call
that medical plan
• Call your Dental Home dentist anytime and leave a message
with the answering service so they can contact you as soon
as the office opens
• Call DentaQuest at 855-418-1622 the regular hours are from
7am to 5pm Central Time but you can call 24 hours a day 7
days a week or at anytime and leave a message. Let us know
you have an urgent dental need so we can assist you right
away. If you leave a message DentaQuest will return your call
and provide the assistance you need in getting in to see the
dentist for care.
How soon can I expect my child to be seen in an emergency?
Your child can get emergency dental services immediately after you
make contact with your medical health plan or DentaQuest to tell
them about the emergency.
What does Medically Necessary mean?
For more information please look at the TennCare Medical
Necessity Rule. This is found on the TennCare website - https://
tn.gov/sos/rules/1200/1200-13/1200-13-16.20111128.pdf
What is TennCare Kids?
TennCare Kids is the program for children under the age of 21.
TennCare Kids (EPSDT) includes well-child checkups, dental
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checkups and immunizations. These checkups are very important.
Even though you may feel well, you could still have a health
problem. You may see the Primary Care Provider (PCP) your
TennCare health plan has assigned you/your child for medical
care. For you/your child’s dental care you may see your Dental
Home dentist or any contracted dentist who participates in the
TennCare Dental Plan.
How and when do I get TennCare Kids dental checkups for
my child?
We will help you keep track of the services that your child needs in
order to stay healthy. We will send you a postcard or call to remind
you to make an appointment. Your Dental Home may also send a
reminder to you that it is time for your dental checkup.
Does my child’s dentist have to be part of the DentaQuest
network?
Yes, however, you can choose any contracted DentaQuest dentist
for your primary dental care.
If you go to a dentist who is not contracted, you will have to pay for
your treatment unless it is for emergency treatment.
Do I have any copayments?
Some of the care that helps you stay well is free. This is called
preventive care, and includes care like fluoride varnish. You don’t
have copayments for preventive care. TennCare members at
certain income levels may be required to make copayments. If
you have questions about copayments you can call DentaQuest
at 855-418-1622 or the Tennessee Health Connection for free at
855-259-0701.
What if I need to cancel my child’s dental visit?
If you cannot keep an appointment, call the dentist’s office at least
24 hours in advance to cancel.
What if I am out of town and my child is due for a TennCare
Kids dental checkup?
Office visits for TennCare Kids services when your child is out of
town but within the state of Tennessee will be covered as long as
the services are received from a DentaQuest provider.
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If I do not have a ride, how can I get
my child to the dentist’s office?
If you don’t have a way to get to your
dentist appointment, you may be able
to get a ride.
You can get help with a ride:
•Only for services covered by
TennCare, and
•Only if you don’t have any other
way to get there
If you are a child under the age of 21, you can have someone ride
with you. If you need help with a ride, you can call 1-855-4181622. We can give you the phone number of the people you can
call to get a ride to your dental appointment. This ride will not cost
you anything. You can get a ride for an emergency by calling 911
or a local ambulance service.
Try to call at least one week before your dental appointment to
make sure that you can get a ride. If you change times or cancel
your dental appointment, you must change or cancel your ride too.
Who do I call for a ride to a dental appointment?
Call DentaQuest at 855-418-1622 (toll-free) to learn more or
set up a ride. You should call as soon as you know your next
appointment date. You must call at least 48 hours before the
appointment.
Members under the age of 18 may be required to travel with an
adult.
What if my child needs routine dental care or emergency
dental services when he or she is out of town or out of
Tennessee?
•If your child needs routine dental care when traveling, call us
toll-free at 855-418-1622 and we will help you find a dentist
If your child needs emergency dental services while travelling, go
to a nearby hospital, and then call your medical health plan.
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What if my child needs dental services
when he or she is out of the country?
Dental services performed out of the
country are not covered by TennCare.
What if my child needs to see a
dental specialist?
A dental specialist is a dentist who has
special or advanced training in treating
certain types of dental conditions.
One kind of specialist is an oral surgeon, who performs surgeries
in the mouth. If it is needed, your dentist will send you to a dental
specialist for care. This is called a referral. Your Dental Home
dentist will set up the visit with the dental specialist for you.
How soon can I expect my child to be seen by a dental
specialist?
•If the dental specialist is providing urgent care your child will
be seen no later than 48 hours from the time you ask for the
referral from your Dental Home
•If the dental specialist is providing therapy or your child needs
to see the specialist to get a diagnosis, your child will be seen
no later than 21 days from the time you ask for the referral
•If the specialist is providing services to prevent teeth
problems, your child will be seen no later than 30 days from
the time you ask for the referral
What services do not need a referral?
Your child does not need a referral for services that are done by
contracted dentists. You can also call Member Services toll-free at
855-418-1622 and we can help you find a dentist.
Can someone interpret for me when I talk with my child’s
dentist? Yes. Our member call center staff can help you find a dentist
who speaks your language. We can also help find an office that has
an interpreter available. You do not have to use family members or
friends as interpreters. You can also call the language line services
that is stated in this handbook that speaks your language.
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Whom do I call for an Interpreter? If you cannot find a dentist
who speaks your language, call us. If you need help making an
appointment or if you need an interpreter for your dental
appointment, call us. You can also ask to have an interpreter talk
to you about dental information. There are no charges for these
services.
How far in advance do I need to call?
In most cases, we need at least forty-eight (48) hours notice.
However, you should call us as soon as you have made an
appointment with your child’s dentist.
Call us if you would like to have an interpreter with you in the
dental office during your child’s appointment. We will:
•Ask you for the language that you speak
•Ask you for the dentist’s information
•Schedule an interpreter for your appointment
•Call you back to confirm that an interpreter has been
scheduled
Toll-free telephone number: Toll-free number for
the hearing impaired:
Days/hours: 855-418-1622
TTY/TDD 800-466-7566
Monday - Friday
(Excluding state-approved holidays)
7:00 a.m. - 5:00 p.m. Central Time
Automated System is available
24 hrs a day/7 days a week.
What if I get a bill from my child’s dentist? Whom do I call?
Please call us if you get a bill from your child’s dentist.
What information will they need?
Please have your child’s member ID card and the bill you received
from your child’s dentist when you call.
What do I have to do if I move?
As soon as you have your new address, give it to the local Tennessee
Health Connection and DentaQuest Member Services department at
855-418-1622. Before you get TennCare services in your new area,
you must call DentaQuest, unless you need emergency services. You
will continue to get care through DentaQuest until Tennessee Health
Connection changes your address.
23
MEMBER RIGHTS AND RESPONSIBILITIES
Members have the right to:
1. You have the right to get accurate, easy-to-understand
information to help you make good choices about you or
your child’s dentists and other providers.
2. You have the right to know how your child’s dentists are
paid. You have a right to know about what those payments
are and how they work.
3. You have the right to know how DentaQuest decides
whether a service is covered and/or medically necessary.
You have the right to know about the people in
DentaQuest’s office who decide those things.
4. You have the right to know the names of the dentists
and other providers enrolled with DentaQuest and their
addresses.
5. You have the right to pick from a list of dentists that is large
enough so that your child can get the right kind of care
when your child needs it.
6. You have the right to take part in all the choices about your
child’s dental care.
7. You have the right to speak for your child in all treatment
choices.
8. You have the right to get a second opinion from another
dentist enrolled with DentaQuest about what kind of
treatment your child needs.
9. You have the right to be treated fairly by DentaQuest,
dentists and other providers.
10. You have the right to be treated with respect and in a
dignified way. You have a right to privacy and to have your
medical and financial information treated with privacy. All
written record requests will be verified and responded to in
a timely fashion.
11. You have the right to talk to your child’s dentists and other
providers in private, and to have your child’s dental records
kept private. You have the right to look over and copy your
child’s dental records and to ask for changes to those
records.
12. You have a right to know that dentists, hospitals, and
others who care for your child can advise you about your
child’s health status, medical care, and treatment. Your
24
child’s dental health plan cannot prevent them from giving
you this information, even if the care or treatment is not a
covered service.
13. You have a right to know that you are not responsible
for paying for covered services for your child. Dentists,
hospitals, and others cannot require you to pay any other
amounts for covered services.
14. Make a living will or advance care plan and be told about
Advance Medical Directives.
Member’s responsibilities:
You and DentaQuest both have an interest in seeing your
child’s dental health improve. You can help by assuming these
responsibilities.
1. You and your child must try to follow healthy habits, such
as encouraging your child to exercise, to stay away from
tobacco, and to eat a healthy diet.
2. You must become involved in the dentist’s decisions about
you and your child’s treatments.
3. You must work together with DentaQuest’s dentists and
other providers to pick treatments for your child that you
have all agreed upon.
4. If you have a disagreement with DentaQuest you must try
first to resolve it using DentaQuest’s complaint process.
5. You must learn about what DentaQuest does and does
not cover. You must read your Member Handbook to
understand how the rules work.
6. If you make an appointment for your child, you must try to
get to the dentist’s office on time. If you cannot keep the
appointment, be sure to call and cancel it.
7. You must report misuse by dental and health care
providers, other members, DentaQuest, or other dental or
medical plans.
Do you think you’ve been treated unfairly? Do you have more
questions or need more help? If you think you’ve been treated
unfairly, call Tennessee Health Connection for free at
1-855-259-0701.
Advance Directives
When people are very sick, it is possible for machines and
medicine to keep them alive when they might otherwise die.
25
Under the Tennessee Right to Natural Death Act, you have the
right to decide if you want to be kept alive by these machines and
medicine and for how long. You can do this with a “living will.”
A living will must be filled out while you can still think for yourself.
Your living will needs to be signed in front of two people.
These people cannot be:
1. Related to you by blood or marriage
2. Entitled to any of your belongings after you die
3. Your doctor or the employees in their office where you are a
patient
You should make three copies of your living will. They should be kept:
1. With your Primary Care Physician (PCP)
2. A person you trust to make medical decisions for you and
3. With your other important papers
Once you sign your living will, it is your rule even if you are unable
to speak. If you would like to change your living will, you can at
any time while you can still speak for yourself. You can find living
will forms in your Managed Care Organization (MCS) member
handbook. You can fill those forms out if you like.
COMPLAINT PROCESS
What should I do if I have a complaint? Who do I call?
We want to help. If you have a complaint, please call us at 855418-1622 (toll-free) to tell us about your problem. Most of the time,
we can help you right away or within a few days at the most.
If you still have a complaint after you’ve gone through the
DentaQuest complaint process, you can complain to the Office of
Non-Discrimination by calling toll-free: 800-342-3145 or 615-5076474/ 800-772-7647 TTY/TDD. If you would like to make your
complaint in writing, please send it to the following address:
TennCare Office of Non-Discrimination
310 Great Circle Road
Nashville, TN 37243
Can someone from DentaQuest help me file a complaint?
Yes. Please call our member call center for help. The toll-free
number is 855-418-1622. Tell us that you want to file a complaint.
26
We will answer your questions and help you fill out the complaint
form.
Once you receive the form from our member call center, fill it out,
and mail the form to:
TennCare Dental Plan
DentaQuest
12121 North Corporate Parkway
Mequon, WI 53092
How long will it take to process my complaint? What if I am
not satisfied with the outcome?
We will process your complaint within thirty (30) calendar days
from the day we receive it. Here is what will happen:
•You send us a written complaint
•We will send you a letter within five (5) business days. Our
letter will acknowledge that we have received your written
complaint
•We will review the details of your complaint
•We will send you an answer within thirty (30) calendar days
•If you have an emergency complaint, we will respond within
one (1) day. (An emergency complaint involves a serious
threat to health)
Our response to your complaint will be in a letter. That letter will
give:
•Our decision about your complaint
•The reasons for our decision
•The specialty area of any dentist we asked to help us with
your complaint
•Information about filing an appeal
You may file an appeal if you are not satisfied with our response to
your complaint.
APPEAL PROCESS
What can I do if DentaQuest denies or limits a service for my
child that the dentist has asked for?
You can ask for an appeal in writing, or you can call and ask for
an appeal. You can print the appeal form from our website www.
dentaquest.com that you, your child’s dentist, or someone else
27
representing you can fill out and return. You can mail the appeal
form or letter to:
TennCare Solutions
PO Box 593
Nashville, TN 37202-0593
Or Fax to 888-345-5575
How will I find out if services are denied?
We will send you and your dentist a letter.
Timeframes for the Appeal Process/Expedited Appeals
If you have an emergency appeal (expedited), you will have a
response within three (3) business days from the day your request
for appeal was received. Non-emergency (standard) appeals will
be processed within twenty-one (21) calendar days from the day it
is received.
When do I have the right to ask for an appeal?
You have the right to request an appeal if you are not satisfied or
disagree with the action. An appeal is the process by which you
request a review of the action. Call TennCare Solutions at 800878-3192 or TTY/TDD 866-771-7043 for assistance.
You can also authorize someone like a friend, family member or
your provider to request an appeal on your behalf. You will need to
give your consent in writing to have them act on your behalf. Your
request for an appeal must be filed within 30 calendar days from
the receipt of the notice of the action. To ensure continuation of
currently authorized services, you must file the appeal 10 calendar
days following DentaQuest’s mailing of the notice of the action or
the intended effective date of the proposed action.
Can I just ask for an appeal or does it have to be in writing?
You may call TennCare Solutions to request an appeal at 800-8783192 or TTY/TDD 866-771-7043.
Can someone help me file an appeal?
Yes. Please call our member call center for help. The toll-free
number is 855-418-1622. Tell us that you want to file an appeal.
Or you can call TennCare Solutions for assistance at 800-8783192 or TTY/TDD 866-771-7043.
28
What else can I do if I’m still not happy?
If you, as a member of the health plan, disagree with the health
plan’s decision, you have the right to ask for a fair hearing.
When you or your representative requests a Fair Hearing during
an appeal:
•You can tell a judge the mistake you think TennCare made
•If TennCare says that you can have a fair hearing, you will
get a letter that says when your hearing will be. TennCare
will send your letter 21 days ahead of time (7 days if your
appeal is an emergency)
EXPEDITED DENTAL PLAN APPEAL
What is an Expedited Appeal?
Ask for an Expedited Appeal when you don’t have time for a
standard appeal – when your child’s life or health is in danger.
When you ask for an expedited appeal, a decision has to be made
quickly based on the condition of your child’s health.
How do I ask for an Expedited Appeal?
You can call to file an expedited appeal. Your appeal does not
have to be in writing for an expedited appeal. If you need help in
filing an expedited appeal, call TennCare Solutions for assistance
at 800-878-3192 or TTY/TDD 866-771-7043 and let them know
that you want to file an expedited appeal.
A decision will be made within 3 business days after receiving your
request for appeal. You will be promptly notified of the decision.
You will receive a letter within two (2) business days of the
decision.
What happens if TennCare says it won’t do an expedited
appeal?
If TennCare does not feel that your appeal is life-threatening, you
will be notified right away. Your appeal will still be worked on, but
the resolution may take up to 21 days.
If you need help asking for an expedited appeal, call TennCare
Solutions at 800-878-3192 or TTY/TDD 866-771-7043.
29
FAIR HEARING
Can I ask for a Fair Hearing?
If you, as a caretaker of the member of the dental plan, disagree
with the dental plan’s decision, you have the right to ask for a
fair hearing. You may name someone to represent you by writing a
letter to DentaQuest telling them the name of the person you want
to represent you. A doctor or other medical provider may
be your representative. If you want to challenge a decision made
by DentaQuest, you or your representative must ask for the fair
hearing within 30 days of the date on DentaQuest’s letter with the
decision. If you do not ask for the fair hearing within 30 days, you
may lose your right to a fair hearing. To ask for a fair hearing, you
or your representative should send a letter to:
TennCare Solutions Unit
P.O. Box 593
Nashville, TN 37202-0593
If you ask for a fair hearing within 10 days from the time you get
the hearing notice from DentaQuest, your child has the right to
keep getting any current service DentaQuest denied or reduced at
least until the final hearing decision is made. If you do not request
a fair hearing within 10 days from the time you get the hearing
notice, the service DentaQuest denied will be stopped.
REPORT TennCare WASTE, ABUSE, OR FRAUD
30
Do you want to report TennCare Waste, Abuse, or Fraud? Let
us know if you think a doctor, dentist, pharmacist at a drug store,
other health-care provider, or a person getting benefits is doing
something wrong. Doing something wrong could be waste, abuse,
or fraud, which is against the law. For example, tell us if you think
someone is:
•Getting paid for TennCare services that weren’t given or
necessary
•Not telling the truth about a medical condition to get medical
treatment
•Letting someone else use a TennCare ID
•Using someone else’s TennCare ID
•Not telling the truth about the amount of money or resources
he or she has to get benefits.
To report waste, abuse, or fraud, choose one of the following:
•Call the OIG Hotline at 1-800-433-3982
•Visit http://www.state.tn.us/Tenncare. Then click on “Report
Fraud”
•You can report directly to DentaQuest:
DentaQuest- TennCare Dental Plan
Attention: Utilization Review Department
12121 North Corporate Parkway
Mequon, WI 53092
Toll free at 1-855-418-1622
To report waste, abuse or fraud, gather as much information as
possible.
• When reporting about a provider (a doctor, dentist, counselor,
etc.) include:
- Name, address, and phone number of provider
- Name and address of the facility (hospital, nursing home,
home health agency, etc.)
- Medicaid number of the provider and facility, if you have it
- Type of provider (doctor, dentist, therapist, pharmacist,
etc.)
- Names and phone numbers of other witnesses who can
help in the investigation
- Dates of events
- Summary of what happened
• When reporting about someone who gets benefits, include:
- The person’s name
- The person’s date of birth, Social Security number, or
case number if you have it
- The city where the person lives
- Specific details about the waste, abuse or fraud
How do I report someone who is misusing/abusing the dental
program? How do I report a dentist who I feel is committing
fraud?
If you suspect a person who receives benefits or a provider
(doctor, dentist, counselor, etc.) has committed waste, abuse or
fraud, you have a responsibility and a right to report it.
31
As a member of DentaQuest you can ask for and get the following
information each year:
• Information about network providers in our service area.
This information will include names, addresses, telephone
numbers, and languages spoken (other than English) for
each network providers, plus identification of providers that
are not accepting new patients
• Any limits on your freedom of choice among network
providers
• Your rights and responsibilities
• Information on complaint, appeal and fair hearing procedures
• Information about benefits available under the TennCare
program, including amount, duration and scope of benefits.
This is designed to make sure you understand the benefits
to which you are entitled
• How you get benefits including authorization requirements
• How you get benefits, including family planning services,
from out-of-network providers and/or limits to those benefits
• How you get after hours and emergency coverage and/or
limits to those kinds of benefits, including:
- What makes up emergency medical conditions,
emergency services and post-stabilization services
- The fact that you do not need prior authorization from your
Primary Care Provider for emergency care services
- How to get emergency services, including instructions
on how to use the 911 telephone system or its local
equivalent
- DentaQuest’s practice guidelines
We do not allow unfair treatment in TennCare. State and Federal
laws protect you from unfair treatment. No one can treat you in a
different way because of your:
• Race
• Disability
• Religion
• Sex
• Birthplace
• Color
• Age
• Language
32
You may contact any of the places listed on the form below. You
may also have the right to file a complaint. By law, no one can get
back to you for filing a complaint.
Do you think you may have been treated differently because of
your:
• Race, color, or national origin (Title VI of the Civil Rights
Act of 1964)
• Disability (Section 504 of the Rehabilitation Act of 1973 and
Americans with Disabilities Act of 1990)
• Sex and Blindness/Visual Impairment (Title IX Education
Amendments of 1972)
• Age (Age Discrimination Act of 1975)
• Race, Color, National Origin, Age, Disability, Sex:
gender identity, failure to conform to stereotypical notions of
masculinity or femininity, and sexual harassment based on
sexual orientation (42 U.S.C. § 18116, Section 1557 of ACA)
• Any other Status/Group protected by law?
You or someone on your behalf can report a complaint to the
Division of Health Care Finance and Administration (“HCFA”).
HCFA is made up of these programs:
● TennCare ● CoverKids ● AccessTN ● HealthyTNBabies
● CoverRX ● Office of eHealth Initiatives
● Strategic Planning and Innovation Group
You can also report a complaint to us. Call us for free at ------. If you are having a problem with your dental services call
DentaQuest at 855-418-1622 or 711 (800-466-7566).
Complaints must be reported to HCFA or to us in writing. HCFA
does not accept verbal (spoken) complaints for investigation
unless you are a person with a disability who cannot send a
written complaint. Or you have a valid reason for not being able to
send HCFA a written complaint.
Complaints must be reported by 6 months (180 calendar days)
from the date you think you may have been treated in a different
way. The 6 month deadline may be increased if you can give a
good reason for the delay in reporting your complaint to HCFA
(like a serious illness or death in your family).
33
A complaint may be reported by mailing a signed HCFA complaint
form to HCFA or to us. Complaint forms are on HCFA’s website
at: http://www.tn.gov/hcfa/.
Complaint forms also are in your member handbook and on our
website.
Or you can mail this written information to HCFA or to us. This
information must be on your complaint:
• Your name, address and telephone number. You must
sign your name. If you file a complaint on someone’s behalf,
include your name, address, telephone number, and your
relationship to that person--example: family, lawyer, friend.
• Name and address of the program you think treated you
in a different way.
• How, why and when you think you were treated in a
different way.
• Any other important information.
To speed up the review of your complaint, mail a signed
Agreement to Release Information form with your complaint. This
form is in your member handbook. And is part of the Complaint
form on our website and on HCFA’s website.
If you are filing a complaint for someone else, have that person
sign the Agreement to Release Information form and mail it with
the complaint.
Keep a copy of everything you send. Please mail the completed,
signed Complaint and the signed Agreement to Release
Information forms to:
HCFA, Office of Civil Rights Compliance
310 Great Circle Road; Floor 4W
Nashville, TN 37243
Or email:
[email protected]
34
Or you can contact DentaQuest at
855-418-1622 or 711 (800-466-7566)
Need free language help? Call
DentaQuest at 855-418-1622 or
711 (800-466-7566)
Necesita ayuda con el idioma
gratuita? Llame DentaQuest 855418-1622 or 711 (800-466-7566)
‫لصت ؟ًاناجم ةغللا يف ةدعاسم ديرت له‬
需要免费的翻译服务吗? 请致电
무료로 통역 도움이
필요하십니까? 전화
Cần giúp đỡ miễn phí ngôn ngữ?
Gọi
‫ئب اي ينامز ايراكيراه يڤتئپ وت‬
‫هكب ئيدن هوي هپ ؟ر هبمار هب‬
Ma u baahan tahay gargaar
luqadda oo bilaash ah so wac
Have a disability and need
free help or an auxiliary aid or
service (Braille, large print)? Call
DentaQuest at 855-418-1622 or
711 (800-466-7566)
Tiene una discapacidad y
necesita ayuda gratuita? Llame
DentaQuest 855-418-1622 or 711
(800-466-7566)
‫؟ةيناجم ةدعاسم جاتحتو ةقاعا كيدل له‬
‫لصت‬
您是否因残障而需要免费的帮助
呢? 请致电
장애가 있으신 분으로서 무료
도움이 필요하십니까? 전화
Có khuyết tật và cần sự giúp đỡ
miễn phí Gọi
‫يڤتئپو يمادن هئ مئك ئي وت‬
‫هوي هپ ؟ير هبمار هب ئب ايراكيراه‬
‫هكب ئيدن‬
Ma leedahay naafo oo u baahan
tahay gargaar bilaash ah so wac
Free TRS call 711 ask 800-466-7566
Gratis TRS llame 711 pregunte 800-466-7566
You can also contact:
U.S. Department of Health & Human Services - Region IV Office
for Civil Rights
Call: (800) 368-1019
TTY/TDD: Toll Free 1-800-537-7697
Use Complaint Portal:
https://ocrportal.hhs.gov/ocr/cp/complaint_frontpage.jsf
35
Write to:
U.S. DHHS / Region IV Office for Civil Rights
Sam Nunn Atlanta Federal Center, Suite 16T70
61 Forsyth Street, SW
Atlanta, Georgia 30303-8909
Tennessee Human Rights Commission
Call Toll Free: 1-800-251-3589
Spanish Toll Free: 1-866-856-1252
Local Calls: (615) 741-5825
Fax (615) 253-1886
Website: www.tn.gov/humanrights
Complaint Form:
http://www.state.tn.us/humanrights/forms/
FillableDigitalTHRCDiscriminationComplaintFormRevNov2012.pdf
Write to:
Central Office, Tennessee Tower
312 Rosa Parks Ave., 23rd Floor
Nashville, Tennessee 37243
U.S. Department of Justice
Call Toll Free: 800-514-0301 (voice)
TTY Toll Free: 800-514-0383
To file ADA complaint online: http://www.ada.gov/complaint/
Write to:
950 Pennsylvania Avenue, NW
Civil Rights Division
Disability Rights Section – 1425 NYAV
Washington, D.C. 20530
You can find out more about your civil rights and the laws that
give you these rights at the U.S. Department of Health & Human
Services, Office of Civil Rights website located at:
http://www.hhs.gov/ocr/civilrights/resources/factsheets/index.html
36
¿Cree que se le ha tratado diferente debido a su:
• Raza, color u origen nacional? (Título VI de la Ley de
Derechos Civiles de 1964.)
• Discapacidad? (Sección 504 de la Ley de Rehabilitación de
1973 y la Ley para Americanos con Incapacidades de 1990.)
• Sexo y ceguera, o discapacidad visual? (Título IX de las
Enmiendas de Educación de 1972.)
• Edad? (Ley contra la Discriminación por Edad de 1975.)
• Raza, color origen nacional, edad, discapacidad o sexo?:
identidad de género, no amoldarse a las nociones
estereotipadas de masculinidad o feminidad, y acoso sexual
debido a la orientación sexual (42 U.S.C. § 18116, Sección
1557 de la ACA.)
• Cualquier otro estado o grupo protegido por la ley?
Usted, o alguien en su nombre, pueden presentar una queja ante
la División de Finanzas y Administración de Atención de la Salud
(HCFA, por sus siglas en inglés). La HCFA está conformada por
estos programas:
● TennCare ● CoverKids ● AccessTN ● HealthyTNBabies
● CoverRX ● Office of eHealth Initiatives
● Strategic Planning and Innovation Group
También puede presentar una queja con nosotros. Llámenos
gratis al -------. Si tiene algún problema con sus servicios dentales,
comuníquese con DentaQuest al teléfono 855-418-1622 o al 711
(800-466-7566).
Las quejas deben reportarse a la HCFA o a nosotros por escrito.
La HCFA no acepta quejas verbales para investigación, a menos
que usted tenga alguna discapacidad y no le sea posible enviar la
queja por escrito, o si tiene un motivo válido que le impida enviar
una queja por escrito a la HCFA.
Las quejas deben reportarse durante los 6 días (180 días
calendario) siguientes a partir de la fecha en la que considera que
se le trató de manera diferente. La fecha límite de 6 meses puede
aumentar si puede dar un buen motivo por el retraso en el reporte
de su queja a la HCFA (por ejemplo, una enfermedad grave o
algún fallecimiento en su familia).
37
Las quejas pueden reportarse enviando por correo un formulario
de queja firmado a la HCFA o a nosotros. Los formularios para
quejas están en el sitio web de la HCFA en: http://www.tn.gov/
hcfa/.
También podrá encontrar los formularios para quejas en su
manual del afiliado o en nuestro sitio web.
Alternativamente, puede enviar por correo esta información por
escrito a la HCFA o a nosotros. La siguiente información debe
estar en su queja:
• Su nombre, dirección y número telefónico. Debe firmar
con su nombre. Si presenta una queja en nombre de
otra persona, incluya el nombre, la dirección, el número
telefónico y su relación con dicha persona, por ejemplo,
familiar, abogado o amigo.
• Nombre y dirección del programa que considera que le
trató de manera diferente.
• Cómo, por qué y cuándo considera que se le trató de
manera diferente.
• Otra información importante.
Para agilizar la revisión de su queja, envíe por correo un
formulario de Consentimiento para Divulgar Información con su
queja. Este formulario está en su manual del afiliado y es parte
del formulario para quejas en nuestro sitio web o en el sitio web
de la HCFA.
Si está presentando una queja para alguien más, pida a dicha
persona que firme el formulario de Consentimiento para Divulgar
Información y envíelo por correo junto con la queja.
Guarde una copia de todos los documentos presentados. Envíe por
favor el formulario de Queja completo y firmado, y el formulario de
Consentimiento para Divulgar Información firmado a:
38
HCFA, Office of Civil Rights Compliance
310 Great Circle Road; Floor 4W
Nashville, TN 37243
O envíe un correo electrónico a:
[email protected]
También puede comunicarse con DentaQuest
al teléfono 855-418-1622 o al 711 (800-466-7566)
Need free language help? Call
DentaQuest at 855-418-1622 or
711 (800-466-7566)
¿Necesita ayuda gratuita con
su idioma? Comuníquese con
DentaQuest al teléfono 855-4181622 o al 711 (800-466-7566)
‫لصت ؟ًاناجم ةغللا يف ةدعاسم ديرت له‬
需要免费的翻译服务吗? 请致电
무료로 통역 도움이
필요하십니까? 전화
Cần giúp đỡ miễn phí ngôn ngữ?
Gọi
‫ئب اي ينامز ايراكيراه يڤتئپ وت‬
‫ه هكب ئيدن هوي هپ ؟ر هبمار هب‬
Ma u baahan tahay gargaar
luqadda oo bilaash ah so wac
Have a disability and need
free help or an auxiliary aid or
service (Braille, large print)? Call
DentaQuest at 855-418-1622 or
711 (800-466-7566)
¿Tiene alguna discapacidad
y necesita ayuda gratuita,
asistencia auxiliar u otro servicio
(como Braille o letra grande)?
Comuníquese con DentaQuest al
teléfono 855-418-1622 o al 711
(800-466-7566)
‫؟ةيناجم ةدعاسم جاتحتو ةقاعا كيدل له‬
‫لصت‬
您是否因残障而需要免费的帮助
呢? 请致电
장애가 있으신 분으로서 무료
도움이 필요하십니까? 전화
Có khuyết tật và cần sự giúp đỡ
miễn phí Gọi
‫يڤتئپو يمادن هئ مئك ئي وت‬
‫هوي هپ ؟ير هبمار هب ئب ايراكيراه‬
‫هكب ئيدن‬
Ma leedahay naafo oo u baahan
tahay gargaar bilaash ah so wac
39
Free TRS call 711 ask 800-466-7566
Servicio de TRS gratis. Marque 711 o 800-466-7566.
También puede ponerse en contacto con:
Departamento de Salud y Servicios Humanos de Estados Unidos
- Oficina para los Derechos Civiles de la Región IV
Llame al: (800) 368-1019
TTY/TDD: Línea gratuita 1-800-537-7697
Use el portal para quejas:
https://ocrportal.hhs.gov/ocr/cp/complaint_frontpage.jsf
Escriba a:
U.S. DHHS / Region IV Office for Civil Rights
Sam Nunn Atlanta Federal Center, Suite 16T70
61 Forsyth Street, SW
Atlanta, Georgia 30303-8909
Comisión de Derechos Humanos de Tennessee
Llame a la línea gratuita: 1-800-251-3589
Línea gratuita en español: 1-866-856-1252
Llamadas locales: (615) 741-5825
Fax (615) 253-1886
Sitio web: www.tn.gov/humanrights
Formulario para quejas:
http://www.state.tn.us/humanrights/forms/
FillableDigitalTHRCDiscriminationComplaintFormRevNov2012.pdf
Escriba a:
Central Office, Tennessee Tower
312 Rosa Parks Ave., 23rd Floor
Nashville, Tennessee 37243
Departamento de Justicia de Estados Unidos
Llame a la línea gratuita: 800-514-0301 (voz)
Línea gratuita para usuarios con TTY: 800-514-0383
Para enviar una queja a la ADA por Internet: http://www.ada.gov/
complaint/
40
Escriba a:
950 Pennsylvania Avenue, NW
Civil Rights Division
Disability Rights Section – 1425 NYAV
Washington, D.C. 20530
Puede encontrar más información sobre sus derechos civiles y las
leyes que le otorgan dichos derechos en el sitio web de la Oficina
para los Derechos Civiles del Departamento de Salud y Servicios
Humanos de Estados Unidos ubicado en:
http://www.hhs.gov/ocr/civilrights/resources/factsheets/index.html
41
Unfair Treatment Complaint
Discrimination Complaint Form
Federal and State laws do not allow the Division of Health Care Finance and Administration
(“HCFA”) to treat you differently because of your:
● race ● color ● national origin ● disability ● age ● sex
● religion ● or any other status/group protected by law
HCFA is made up of these programs:
● TennCare ● CoverKids ● AccessTN ● HealthyTNBabies ● CoverRX
● Office of eHealth Initiatives ● Strategic Planning and Innovation Group
Do you think you have been treated differently for these reasons? Use these pages to report a
complaint to HCFA.
The information marked with a star (*) must be answered. If you need more room to tell us what
happened, use other sheets of paper and mail them with your complaint.
1.* Write your name and address.
Name ____________________________________________________________________________________
Address__________________________________________________________________________________
_________________________________________________ Zip ____________________________________
Telephone Home (_____)__________________ Work or Cell (_____)______________________________
Email Address ____________________________________________________________________________
Name of MCO/Health Plan_________________________________________________________________
Name of HCFA Program: __________________________________________________________________
2.* Are you reporting this complaint for someone else? Yes _______ No ________
1
If Yes, who do you think was treated differently because of their race, color, national origin,
disability, age, sex, religion, or any other group protected by law?
Name___________________________________________________________________________________
Address_________________________________________________________________________________
__________________________________________________________ Zip __________________________
Telephone Home: (_____) ___________________ Work or Cell (_____) __________________________
42
How are you connected to this person (spouse, brother, friend)?
________________________________________________________________________________________
__________________________________________________________ Zip __________________________
Telephone Home: (_____) ___________________ Work or Cell (_____) __________________________
How are you connected to this person (spouse, brother, friend)?
________________________________________________________________________________________
Name of this person’s MCO/Health Plan _____________________________________________________
3.* How do you think you were you treated in a different way? Was it your
Race_____
National Origin_____
Age____ Disability_____ Religion ____
Color____
Sex____
Other__________________________________________
4. What is the best time to talk to you about this complaint?___________________________________
5.* When did this happen to you? Do you know the date?
Date it started _____________________ Date of the last time it happened __________________________
6. Complaints must be reported by 6 months from the date you think you were treated in a
different way. You may have more than 6 months to report your complaint if there is a good reason
(like a death in your family or an illness) why you waited.
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
7.* What happened? How and why do you think it happened? Who did it? Do you think anyone else
was treated in a different way? You can write on more paper and send it in with these pages if you
need more room.
_________________________________________________________________________________________
________________________________________________________________________________________
_________________________________________________________________________________________ 2
8. Did anyone see you being treated differently or is there anyone who would have more
information about what happened? If so, please tell us his/her:
Name
Address
Telephone
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
9. Do you have more information you want to tell us about?
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
10.* We cannot take a complaint that is not signed. Please write your name and the date on the line
below.
Are you the Authorized Representative of the person who thinks they were treated
differently? Please sign your name below. As the Authorized Representative, you must have proof
that you can act for this person. If the person is less than 18 years old, a parent or guardian should
sign for the minor. Declaration: I agree that the information in this complaint is true and correct and give
my OK for HCFA to investigate my complaint.
________________________________________________________________________________________
43
_________________________________________________________________________________________
_________________________________________________________________________________________
10.* We cannot take a complaint that is not signed. Please write your name and the date on the line
below.
Are you the Authorized Representative of the person who thinks they were treated
differently? Please sign your name below. As the Authorized Representative, you must have proof
that you can act for this person. If the person is less than 18 years old, a parent or guardian should
sign for the minor. Declaration: I agree that the information in this complaint is true and correct and give
my OK for HCFA to investigate my complaint.
________________________________________________________________________________________
(Sign your name here if you are the person this complaint is for)
(Date)
________________________________________________________________________________________
(Sign here if you are the Authorized Representative)
(Date)
Are you reporting this complaint for someone else but you are not the person’s Authorized
Representative? Please sign your name below. The person you are reporting this complaint for
must sign above or must tell his/her health plan/ HCFA Contractor or HCFA that it is okay for
them to sign for him/her. Declaration: I agree that the information in this complaint is true and correct
and give my OK for HCFA to contact me about this complaint.
________________________________________________________________________________________
(Sign here if you reporting this for someone else)
(Date)
3
Are you a helper from HCFA or the MCO/Health Plan/Contractor assisting the person in good
faith with the completion of the complaint? If so, please sign below:
________________________________________________________________________________________
(Sign here if you are either a helper from HCFA or the MCO/Health Plan/Contractor)
(Date)
It is okay to report a complaint to your MCO/Health Plan/ HCFA Contractor or HCFA. Information
in this complaint is treated privately. Names or other information about people used in this
complaint are shared only when needed. Please mail a signed Agreement to Release Information
page with your complaint. If you are filing this complaint on behalf of someone else, have that
person sign the Agreement to Release Information page and mail it with this complaint. Keep a copy
of everything you send. Please mail the completed, signed Complaint and the signed Agreement to
Release Information pages to:
Office of Civil Rights Compliance (OCRC)
310 Great Circle Road; Floor 4W • Nashville, TN 37243
615-507-6474 or for free at 855-857-1673
Free ♦♦ gratis ♦♦ TRS ♦♦ Call ♦♦ llame ♦♦ 711 ♦♦ Ask ♦♦ pregunte 877-779-3103
[email protected]
Need free language help? Call ♦♦ Necesita ayuda con el idioma gratuita? Llame ♦♦
‫ ♦♦ لصت ﻣﺟﺎﻧﺎً؟ ةغللا يف ةدعاسم ديرت له‬需要免费的翻译服务吗? 请致电♦♦ 무료로 통역 도움이 필요하십니까?
전화 ♦♦ Cần giúp đỡ miễn phí ngôn ngữ? Gọi ♦♦
‫♦♦ هكب ئيدن هوي هپ ؟ير هبمار هب ئب ايراكيراه يڤتئپو يمادن هئ مئك ئي وت‬
Ma u baahan tahay gargaar luqadda oo bilaash ah so wac ♦♦ 855-259-0701 or 855-857-1673
Have a disability and need free help or an auxiliary aid or service (Braille, large print)? Call ♦♦
Tiene una discapacidad y necesita ayuda gratuita? Llame ♦♦ ‫♦♦ لصت ؟ةيناجم ةدعاسم جاتحتو ةقاعا كيدل له‬
您是否因残障而需要免费的帮助呢? 请致电 ♦♦ 장애가 있으신 분으로서 무료 도움이 필요하십니까? 전화 ♦♦
Có khuyết tật và cần sự giúp đỡ miễn phí Gọi ♦♦
‫♦♦ هكب ئيدن هوي هپ ؟ير هبمار هب ئب ايراكيراه يڤتئپو يمادن هئ مئك ئي وت‬
Ma leedahay naafo oo u baahan tahay gargaar bilaash ah so wac ♦♦ 855-259-0701 or 855-857-1673
44
Có khuyết tật và cần sự giúp đỡ miễn phí Gọi ♦♦
‫♦♦ هكب ئيدن هوي هپ ؟ير هبمار هب ئب ايراكيراه يڤتئپو يمادن هئ مئك ئي وت‬
Ma leedahay naafo oo u baahan tahay gargaar bilaash ah so wac ♦♦ 855-259-0701 or 855-857-1673
Agreement to Release Information
To investigate your complaint, HCFA and your MCO/Health Plan or other HCFA Contractor may
need to tell other persons or agencies important to this complaint your name or other information
about you. HCFA is made up of these programs:
● TennCare ● CoverKids ● AccessTN ● HealthyTNBabies ● CoverRX
4
● Office of eHealth Initiatives ● Strategic Planning and Innovation Group
To speed up the investigation of your complaint, read, sign, and mail one copy of this Agreement
to Release Information with your complaint. Please keep one copy for yourself.
•
I
understand
that
during
the
investigation
of
my
complaint
HCFA
and
_________________________________________________ (write name of your MCO/Health Plan or
HCFA Contractor on the line) may need to tell people my name or other information about me to
other persons or agencies. For example, if I report that my doctor treated me in a different way
because of my color, my MCO/Health Plan may need to talk to my doctor.
• You do not have to agree to release your name or other information. It is not always needed to
investigate your complaint. If you do not sign the release, we will still try to investigate your
complaint. But, if you don’t agree to let us use your name or other details, it may limit or stop the
investigation of your complaint. And, we may have to close your case. However, before we close
your case if your complaint can no longer be investigated because you did not sign the release, we
may contact you to find out if you want to sign a release so the investigation can continue.
If you are filing this complaint for someone else, we need that person to sign the Agreement to
Release Information. Are you signing this as an Authorized Representative? Then you must also give
us a copy of the documents appointing you as the Authorized Representative.
By signing this Agreement to Release Information, I agree that I have read and understand my
rights written above. I agree to HCFA telling people my name or other information about me to
other persons or agencies important to this complaint during the investigation and outcome.
By signing this Agreement to Release Information, I agree that I have read and understand my
rights written above. I agree to my MCO/Health Plan or HCFA Contractor telling people my name
or other information about me to other persons or agencies important to this complaint during the
investigation and outcome.
This Agreement to Release Information is in place until the final outcome of your complaint. You
may cancel your agreement at any time by calling or writing to HCFA without canceling your
complaint. If you end the Release Agreement, it only applies to the future sharing of information.
This will not change information that has already been shared about you. But we will not share any
more information.
Signature: _______________________________________________ Date: __________________________
Name (Please print): ______________________________________________________________________
5
Address: ________________________________________________________________________________
Telephone: _______________________________________________________________________________
Need help? Please contact or mail a completed, signed Complaint and a signed Agreement to
45
Address: ________________________________________________________________________________
Telephone: _______________________________________________________________________________
Need help? Please contact or mail a completed, signed Complaint and a signed Agreement to
Release Information form:
Office of Civil Rights Compliance (OCRC)
310 Great Circle Road; Floor 4W • Nashville, TN 37243
615-507-6474 or for free at 855-857-1673
Free ♦♦ gratis ♦♦ TRS ♦♦ Call ♦♦ llame ♦♦ 711 ♦♦ Ask ♦♦ pregunte 877-779-3103
[email protected]
If you change your mind and want to end the Release Agreement contact OCRC.
Need free language help? Call ♦♦ Necesita ayuda con el idioma gratuita? Llame ♦♦
‫ ♦♦ لصت ﻣﺠﺎﻧﺎً؟ ةغللا يف ةدعاسم ديرت له‬需要免费的翻译服务吗? 请致电♦♦ 무료로 통역 도움이 필요하십니까? 전화
♦♦ Cần giúp đỡ miễn phí ngôn ngữ? Gọi ♦♦
‫♦♦ هكب ئيدن هوي هپ ؟ير هبمار هب ئب ايراكيراه يڤتئپو يمادن هئ مئك ئي وت‬
Ma u baahan tahay gargaar luqadda oo bilaash ah so wac ♦♦ 855-259-0701 or 855-857-1673
Have a disability and need free help or an auxiliary aid or service (Braille, large print)? Call ♦♦ Tiene una
discapacidad y necesita ayuda gratuita? Llame ♦♦ ‫♦♦ لصت ؟ةيناجم ةدعاسم جاتحتو ةقاعا كيدل له‬
您是否因残障而需要免费的帮助呢? 请致电 ♦♦ 장애가 있으신 분으로서 무료 도움이 필요하십니까? 전화 ♦♦
Có khuyết tật và cần sự giúp đỡ miễn phí Gọi ♦♦
‫♦♦ هكب ئيدن هوي هپ ؟ير هبمار هب ئب ايراكيراه يڤتئپو يمادن هئ مئك ئي وت‬
Ma leedahay naafo oo u baahan tahay gargaar bilaash ah so wac ♦♦ 855-259-0701 or 855-857-1673
6
46
Formulario de Queja De Discriminación
Las leyes estatales y federales no permiten que la División de Finanzas y Administración de Atención
de Salud ("HCFA") lo trate de manera diferente debido a su:
● raza ● color ● origen nacional ● discapacidad ● edad ● sexo
● religión ● o cualquier otra condición/grupo protegido por la ley
La HCFA se compone de estos programas:
● TennCare ● CoverKids ● AccessTN ● HealthyTNBabies ● CoverRX
● Oficinas de iniciativas de eHealth ● Grupo de Planificación estratégica e Innovación
¿Crees que has sido tratado de forma diferente por estos motivos? Utilice estas páginas para reportar
una queja a la HCFA.
La información marcada con un asterisco (*) deben ser contestadas. Si necesita más espacio para
contarnos lo que sucedió, utilice otras hojas de papel y envíelas por correo con su queja.
1.* Escriba su nombre y dirección.
Nombre __________________________________________________________________________________
Dirección_________________________________________________________________________________
_________________________________________ Código Postal____________________________________
Teléfono de la casa (________)__________________Trabajo o Celular (________)___________________
Dirección de correo electrónico ____________________________________________________________
Nombre del MCO/Plan de Salud____________________________________________________________
Nombre del Programa HCFA: _____________________________________________________________
2.* Esta usted presentando esta queja en nombre de otra persona? Sí _______ No ________
1
Si es sí, ¿quién cree usted que fue tratado de manera diferente debido a su raza, color de la piel, lugar
de nacimiento, discapacidad, edad, sexo, religión, o cualquier otro grupo protegido por la ley?
Nombre__________________________________________________________________________________
Dirección_________________________________________________________________________________
_____________________________________Código Postal ____________________________________
Teléfono: Hogar (________)__________________Trabajo o Celular (________)___________________
¿Qué relación tiene usted con esta persona (cónyuge, hermano, amigo)?
_________________________________________________________________________________________
Nombre del MCO/plan de seguro médico de esa persona ______________________________________
3.* ¿Por qué cree que lo trataron de una manera diferente? Fue a causa de su
47
_________________________________________________________________________________________
3.* ¿Por qué cree que lo trataron de una manera diferente? Fue a causa de su
Nombre del MCO/plan de seguro médico de esa persona ______________________________________
Raza_____
Origen Nacional_____
Color_____
Sexo________
3.* ¿Por qué cree que lo trataron de una manera diferente? Fue a causa de su
Edad_____ Discapacidad_________ Religión ______Otro ____________________________________
Raza_____
Origen Nacional_____
Color_____
Sexo________
4. ¿Cuál es la mejor hora para llamarlo acerca de esta queja?________________________________
Edad_____ Discapacidad_________ Religión ______Otro ____________________________________
5.* ¿Cuándo sucedió esto? ¿Sabe la fecha?
4. ¿Cuál es la mejor hora para llamarlo acerca de esta queja?________________________________
Fecha en que empezó _____________________ Fecha de la última vez que sucedió _________________
5.* ¿Cuándo sucedió esto? ¿Sabe la fecha?
6. Las quejas deben reportarse no más de 6 meses de la fecha en que piensa que fue tratado de una
manera
Si _____________________
tiene una causa justificada
(como
o fallecimiento
en la familia),
Fecha
endiferente.
que empezó
Fecha
de la enfermedad
última vez que
sucedió _________________
puede reportar su queja más de 6 meses después.
6. Las quejas deben reportarse no más de 6 meses de la fecha en que piensa que fue tratado de una
__________________________________________________________________________________________
manera
diferente. Si tiene una causa justificada (como enfermedad o fallecimiento en la familia),
puede reportar su queja más de 6 meses después.
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
__________________________________________________________________________________________
7.* ¿Qué sucedió?, ¿Cómo y por qué piensa que pasó? ¿Quién lo hizo? ¿Piensa que alguna otra
persona también fue tratada de una manera diferente? Si necesita más lugar, puede escribir en otra(s)
hoja(s) y enviarlas con éstas.
7.* ¿Qué sucedió?, ¿Cómo y por qué piensa que pasó? ¿Quién lo hizo? ¿Piensa que alguna otra
________________________________________________________________________________________
persona
también fue tratada de una manera diferente? Si necesita más lugar, puede escribir en otra(s)
hoja(s) y enviarlas con éstas.
_________________________________________________________________________________________
________________________________________________________________________________________
_________________________________________________________________________________________
2
2
8. ¿Alguien vio que usted fue tratado de forma distinta o hay alguien que tendría más información
acerca de lo que pasó? Si es así, por favor, proporcione la siguiente información sobre esa persona:
Nombre
Dirección
Teléfono
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
9. ¿Tiene usted más información que nos deseé dar?
_________________________________________________________________________________________
_________________________________________________________________________________________
_________________________________________________________________________________________
10.* No podemos aceptar ninguna queja que no esté firmada. Por favor escriba su nombre y la fecha
en la línea siguiente. ¿Es usted el representante autorizado de la persona que piensa que fue tratada
de manera diferente? Por favor, firme con su nombre debajo. Como el representante autorizado,
usted debe tener la prueba de que se puede actuar en nombre de esta persona. Si la persona es menor
de 18 años, uno de los padres o tutor debe firmar por el menor. Declaración: Declaro que la
información presentada en esta queja es verídica y correcta y doy mi autorización para que HCFA investigue mi
queja.
________________________________________________________________________________________
(Firme aquí si usted es la persona de quien trata esta queja)
48
(Fecha).
________________________________________________________________________________________
(Firme aquí si usted es el Representante Autorizado)
(Fecha).
queja.
________________________________________________________________________________________
(Firme aquí si usted es la persona de quien trata esta queja)
(Fecha).
________________________________________________________________________________________
(Firme aquí si usted es el Representante Autorizado)
(Fecha).
¿Está usted reportando esta queja en nombre de otra persona pero usted no es el Representante
Autorizado de la persona? Firme abajo. La persona para quien usted está reportando esta queja
debe firmar arriba o debe decirle a su plan de seguro médico / Contratista de HCFA o a HCFA que
está bien que él/ella firme en su lugar. Declaración: Afirmo que la información contenida en esta queja es
verdadera y correcta y doy mi permiso para que HCFA se comunique conmigo acerca de esta queja.
________________________________________________________________________________________
3
(Firme aquí si usted está reportando en nombre de otra persona)
(Fecha).
¿Es usted ayudante de la HCFA o el MCO/Plan de Salud/contratista y está ayudando al miembro
de buena fe a presentar la queja? Si es así, por favor firme abajo:
________________________________________________________________________________________
(Firme aquí si usted es ayudante de la HCFA o el MCO/Plan de Salud/contratista)
(Fecha)
Está bien que reporte una queja a su MCO/Plan de Salud/ HCFA contratista o a la HCFA. La
información contenida en esta queja se trata de manera privada. Los nombres y otros datos sobre las
personas que aparecen en esta queja sólo se divulgan cuando es necesario. Por favor, envíe una hoja
de Autorización para Divulgar Información con su queja. Si está presentando esta queja en nombre
de otra persona, pídale a la persona que firme la hoja de Autorización para Divulgar Información y
envíela por correo con esta queja. Conserve una copia de todo lo que envíe. Envíe las hojas firmadas
de la Queja y la Autorización para Divulgar Información a:
Oficina de Cumplimiento de los Derechos Civiles (OCRC)
310 Gran Circle Road; Piso 4W • Nashville, TN 37243
615-507-6474 o gratis al 855-857-1673
Free ♦♦ gratis ♦♦ TRS ♦♦ Call ♦♦ llame ♦♦ 711 ♦♦ Ask ♦♦ pregunte 877-779-3103
[email protected]
Need free language help? Call ♦♦ Necesita ayuda con el idioma gratuita? Llame ♦♦
‫ ♦♦ لصت ﻣﺟﺎﻧﺎً؟ ةغللا يف ةدعاسم ديرت له‬需要免费的翻译服务吗? 请致电♦♦ 무료로 통역 도움이 필요하십니까?
전화 ♦♦ Cần giúp đỡ miễn phí ngôn ngữ? Gọi ♦♦
‫♦♦ هكب ئيدن هوي هپ ؟ير هبمار هب ئب ايراكيراه يڤتئپو يمادن هئ مئك ئي وت‬
Ma u baahan tahay gargaar luqadda oo bilaash ah so wac ♦♦ 855-259-0701 or 855-857-1673
Have a disability and need free help or an auxiliary aid or service (Braille, large print)? Call ♦♦
Tiene una discapacidad y necesita ayuda gratuita? Llame ♦♦ ‫♦♦ لصت ؟ةيناجم ةدعاسم جاتحتو ةقاعا كيدل له‬
您是否因残障而需要免费的帮助呢? 请致电 ♦♦ 장애가 있으신 분으로서 무료 도움이 필요하십니까? 전화 ♦♦
Có khuyết tật và cần sự giúp đỡ miễn phí Gọi ♦♦
‫♦♦ هكب ئيدن هوي هپ ؟ير هبمار هب ئب ايراكيراه يڤتئپو يمادن هئ مئك ئي وت‬
Ma leedahay naafo oo u baahan tahay gargaar bilaash ah so wac ♦♦ 855-259-0701 or 855-857-1673
Autorización para Divulgar Información
Para investigar su queja, es posible que la HCFA y su MCO/Plan de salud u otros Contratistas de
HCFA tengan que divulgar su nombre u otra información sobre usted a otras personas o agencias
importantes en esta queja. La HCFA se compone de estos programas:
4
49
Có khuyết tật và cần sự giúp đỡ miễn phí Gọi ♦♦
‫♦♦ هكب ئيدن هوي هپ ؟ير هبمار هب ئب ايراكيراه يڤتئپو يمادن هئ مئك ئي وت‬
Ma leedahay naafo oo u baahan tahay gargaar bilaash ah so wac ♦♦ 855-259-0701 or 855-857-1673
Autorización para Divulgar Información
Para investigar su queja, es posible que la HCFA y su MCO/Plan de salud u otros Contratistas de
HCFA tengan que divulgar su nombre u otra información sobre usted a otras personas o agencias
importantes en esta queja. La HCFA se compone de estos programas:
● TennCare ● CoverKids ● AccessTN ● HealthyTNBabies ● CoverRX
4
● Oficinas de iniciativas de eHealth ● Grupo de Planificación estratégica e Innovación
Para acelerar la investigación de su queja, lea, firme y envíe por correo una copia de esta
Autorización para Divulgar Información con su queja. Por favor, conserve una copia para usted.
• Entiendo que durante la investigación de mi queja la HCFA y ________________________________
(escriba el nombre de su Plan de Salud o contratista de MCO/HCFA sobre la línea) posiblemente
tengan que dar mi nombre u otra información sobre mí a otras personas o agencias. Por ejemplo, si
reporto que mi doctor me trató de manera diferente debido al color de mi piel, es posible que el
MCO/Plan de Salud tenga que hablar con mi doctor.
• Usted no tiene que estar de acuerdo en divulgar su nombre u otra información. No siempre se
necesita para investigar una queja. Aunque no firme la autorización trataremos de investigar su
queja. Pero, si usted no está de acuerdo en permitirnos usar su nombre u otros detalles, eso podría
limitar o detener la investigación de su queja. Y, tal vez tengamos que cerrar su caso. Sin embargo,
antes de cerrar su caso, si no podemos seguir investigando su queja porque usted no firmó la
autorización, podríamos comunicarnos con usted para preguntarle si quiere firmar una autorización
para que la investigación pueda continuar.
Si usted está presentando esta queja para otra persona, necesitamos que esa persona firme
la Autorización para Divulgar Información. ¿Está firmando esto en la capacidad de Representante
Autorizado? Si es así, también debe darnos una copia de los documentos que lo nombran como
Representante Autorizado.
Al firmar esta Autorización para Divulgar Información, acepto que he leído y entiendo mis
derechos dispuestos anteriormente. Yo autorizo a HCFA para que dé mi nombre u otra
información sobre mí a otras personas o agencias importantes en esta queja durante la
investigación y el resultado.
Al firmar esta Autorización para Divulgar Información, acepto que he leído y entiendo mis
derechos dispuestos anteriormente. Yo autorizo a mi plan de salud o Contratista de
MCO/HCFA que dé mi nombre u otra información sobre mí a otras personas o agencias
importantes en esta queja durante la investigación y el resultado.
Esta Autorización para Divulgar Información tiene vigencia hasta el resultado final de su queja.
Usted puede cancelar su autorización en cualquier momento llamando o escribiendo a la HCFA sin
cancelar su queja. Si cancela su autorización, sólo se aplica para el futuro intercambio de información.
Esto no va a cambiar la información que ya ha sido compartida acerca de usted. Pero no vamos a
compartir más información.
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Firma: _______________________________________________ Fecha: __________________________
Nombre (en letra de imprenta): ___________________________________________________________
Dirección: ______________________________________________________________________________
Teléfono: _______________________________________________________________________________
¿Necesita ayuda? Por favor llame o envíe una queja y una Autorización para Divulgar Información
completadas y firmadas a:
Oficina de Cumplimiento de los Derechos Civiles (OCRC)
310 Gran Circle Road; Piso 4W • Nashville, TN 37243
615-507-6474 o gratis al 855-857-1673
Free ♦♦ gratis ♦♦ TRS ♦♦ Call ♦♦ llame ♦♦ 711 ♦♦ Ask ♦♦ pregunte 877-779-3103
[email protected]
Si cambia de opinión y desea terminar la Autorización para Divulgar Información llame al OCRC.
Need free language help? Call ♦♦ Necesita ayuda con el idioma gratuita? Llame ♦♦
‫ ♦♦ لصت ﻣﺠﺎﻧﺎً؟ ةغللا يف ةدعاسم ديرت له‬需要免费的翻译服务吗? 请致电♦♦ 무료로 통역 도움이 필요하십니까? 전화
♦♦ Cần giúp đỡ miễn phí ngôn ngữ? Gọi ♦♦
‫♦♦ هكب ئيدن هوي هپ ؟ير هبمار هب ئب ايراكيراه يڤتئپو يمادن هئ مئك ئي وت‬
Ma u baahan tahay gargaar luqadda oo bilaash ah so wac ♦♦ 855-259-0701 or 855-857-1673
Have a disability and need free help or an auxiliary aid or service (Braille, large print)? Call ♦♦ Tiene una
discapacidad y necesita ayuda gratuita? Llame ♦♦ ‫♦♦ لصت ؟ةيناجم ةدعاسم جاتحتو ةقاعا كيدل له‬
您是否因残障而需要免费的帮助呢? 请致电 ♦♦ 장애가 있으신 분으로서 무료 도움이 필요하십니까? 전화 ♦♦
Có khuyết tật và cần sự giúp đỡ miễn phí Gọi ♦♦
‫♦♦ هكب ئيدن هوي هپ ؟ير هبمار هب ئب ايراكيراه يڤتئپو يمادن هئ مئك ئي وت‬
Ma leedahay naafo oo u baahan tahay gargaar bilaash ah so wac ♦♦ 855-259-0701 or 855-857-1673
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