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The DC Healthy Families/DC Healthcare Alliance Complaint
Line
As you use the
health services provided by DC Healthy
Families (DCHF), DC Healthcare Alliance, and
your selected health plan, our goal is to
satisfy you, our customer, on each and every
encounter. Whether you’re calling our
Helpline, or visiting a doctor’s office,
clinic or hospital, we are dedicated to
meeting and exceeding your expectations.
In fact, even if you experience difficulty,
the DCHF/Alliance Complaint Line offers a
way to make certain that your concerns
and/or complaints are heard, and are either
resolved or referred in a timely manner.
The DCHF/Alliance Complaint Line can be
reached by calling 1-800-788-0342, and
operates:
- Monday
through Friday;
- From
8:00 a.m. until 7:00 p.m., with
after-hour voicemail service and
next-day call-backs;
- A
TDD/TYY toll free line for hearing
impaired customers, and
- With
bi-lingual staff, for our non-English
speaking customer.
How The DC
Healthy Families/Alliance Complaint Line Works:
- If the
concern or difficulty is about the
quality of care or quality of service
received from a specific provider, such
as a physician, physician office or
clinic, you may call your health plan’s
Member Services department or the
DCHF/Alliance Complaint Line if you are
dissatisfied with the outcome after
contacting your health plan. A
representative will record your comments
and may ask for additional details if
needed. Your concern will be
investigated, shared with the health
plan involved and a summary of findings
will be provided within 48 hours.
- If the
concern or difficulty is about the
quality of service received from a DC
Healthy Families representative, or
problems with enrollment,
recertification or other related issues,
call the DCHF/Alliance Complaint Line at
1-800-788-0342. If your issue
cannot be resolved immediately, you will
receive a response within 48 hours of
your call.
- Note
to Providers. The DCHF/Alliance
Complaint Line is also available to
handle any provider concerns or
questions about members.
- If you
prefer to forward your comments in
writing, you may send them to:
DCHF/Alliance Complaint Line
PO Box 11691
Washington, DC 20008
Or send us and email at
complaints@hai.com
Please
include your identification number, and
explain the concern or difficulty in as much
detail as possible. Also include your
daytime telephone number if additional
information is needed.
Remember: It is your right, while
enrolled in DC Healthy Families and the DC
Healthcare Alliance Programs, to enter a
complaint whenever you are dissatisfied with
any service. Moreover, it is our
responsibility to ensure that, to the best
of our ability, your concerns are addressed
and that you are satisfied with the outcome.
At no time should any member fear any
negative consequence for calling to make a
complaint. |
