If a member has a concern or question regarding the health care services he/she has received, he/she should contact the Member Services department at the toll-free number on the back of their identification card. If the Member Service representative does not resolve the problem to the member's satisfaction, he/she has the right to file a grievance.

What is a grievance?

A grievance expresses dissatisfaction about any matter related to all services offered by First Choice VIP Care Plus Medicaid-Medicare Plan (MMP). A grievance may be filed about such things as the quality of the care the member receives from First Choice VIP Care Plus, a provider, rudeness from a First Choice VIP Care Plus employee or a provider's employee, a lack of respect for their rights by First Choice VIP Care Plus, or any service or item that did not meet accepted standards for health care during a course of treatment.

How does a member file a grievance?

To file a grievance, the member, or the member's physician or other representative, may call Member Services at 1-888-978-0862 (TDD/TTY): 711.

Or write to:
First Choice VIP Care Plus (Medicare-Medicaid Plan)
Attn: Customer Experience, Grievances, and Complaints
P.O. Box 7140
London, KY 40742-7140

Additional grievances and appeals information can be found in the provider manual (PDF).

H8213_001_WEB_318369 _Approved_11132018