Complaints, Grievance & Appeals

Complaints

Cenpatico looks at complaints as tools to assess the quality of services offered by its providers. This is how you can tell us when something isn’t working.

  • A complaint is when you tell us that you are not happy with any or all of your care.
  • People who want to file a complaint should call (866) 495-6738 and ask to speak with our Complaint Coordinator.
  • For more detailed information on Complaints, Grievance, and Appeals - click here

Grievances & Appeals

Our Office of Grievances and Appeals protects your rights as listed in the Arizona Administrative Code Title 9 Chapter 21. The office does investigations for persons who have been determined to have a Serious Mental Illness (SMI), and handles both SMI and Title XIX appeals for our members.

Grievance

A grievance may be filed by a member or by any other person filing on behalf of the member when:

  • A person’s rights may have been violated
  • The member was mistreated
  • The member felt abused
  • Continued care is denied
  • For more detailed information on Grievance and Appeals for Members determined to have a Serious Mental Illness (SMI) services click here

Appeals:

An appeal is made when members do not agree with a decision that we made about their services. These can be about services given through Cenpatico or a Cenpatico provider. This process is used to fairly and quickly resolve issues.
People who want to file a grievance or appeal may contact our Customer Service Department or our Grievance and Appeals Department or talk your provider. For more details, please click here for our member handbook.  

  • For more detailed information about Appeals for Title XIX/XXI Members click here
  • For more detailed information about Appeals for Members determined to have a Serious Mental Illness (SMI) click here
  • For more detailed information about Appeals for Members not determined to have a Serious Mental Illness (SMI) and not eligible for Title XIX/XXI services click here

Questions? call Cenpatico-IC Customer Service at: (866) 495-6738