Complaints, Grievance & Appeals
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.
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
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