A grievance is a complaint when you are not happy with the care or services you are getting, or you have concerns with how a doctor, or their staff is treating you. Examples of grievances are:
Call our Customer Care Center if you have a specific grievance or dissatisfaction with any aspect of your care. Our Customer Care Center will assist you in filing your complaint. Banner – University Family Care/ACC (B – UFC/ACC) also provides interpretation services in any language at no cost to you.
You may file your grievance in writing by mailing it to:
If B – UFC/ACC denies a requested service, you will receive a letter called the Notice of Adverse Benefit Determination (NOABD). You can also file a complaint regarding this letter for a denial of service by B – UFC/ACC. If we cannot take care of your concern with the adequacy of the Notice of Adverse Benefit Determination letter or have not effectively resolved the issue, you have the right to contact:
Most grievances are addressed and resolved within ten (10) business days. In all cases, grievances will be resolved within ninety (90) calendar days from the date of the initial receipt. In rare situations involving extraordinary circumstances, resolution may require the full ninety (90) days.
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