Grievances

What is a grievance?

A grievance is a complaint. You can report a complaint about the quality of care, your health care providers, waiting times, Banner customer service, or any other concerns. 

Who can file a grievance?

You or someone on your behalf such as an appointed representative.

When can a grievance be filed?

Your grievance or complaint must be filed within 60 calendar days following the incident or issue.

Where can a grievance be filed?

If you need assistance filing your grievance, call our Customer Care Center. You may also submit a grievance in writing at the address below:

Banner Medicare Advantage 
Attn: Grievance & Appeals Department 
2701 E. Elvira Road, Tucson, AZ 85756 
Fax: (866) 465-8340 
Email: BUHPGrievances&Appeals@bannerhealth.com

Grievance by Phone

If you call us and we cannot resolve your complaint over the phone, we will respond to your complaint within 30 calendar days from the date you file the complaint. If Banner needs more information to resolve the complaint, we can take up to 14 days more to respond to your complaint. We will notify you of the need for the 14-day extension and explain the reason for the extension and how this delay it is in your best interest. Banner will also provide instructions on how to file a “fast” or expedited complaint if you do not agree with our decision to take the extension.

Grievance in Writing

If you file a written grievance, have a complaint related to quality of care, or ask for a written response, Banner will respond to you in writing. 

Quality of Care Grievances

You have two options for filing a quality of care complaint. You may file your quality of care complaint directly with Banner Medicare Advantage and/or with the Quality Improvement Organization (QIO), Livanta.

QIO Contact Information is:
Livanta, LLC
Phone: (877) 588-1123; TTY users call (855) 887-6668                                                                
Hours of Operation: Monday-Friday: 9:00 a.m. - 5:00 p.m. (local time), 24-hour voicemail service is available
Mail: Livanta BFCC-QIO Program
10820 Guilford Road, Suite 202
Annapolis Junction, MD 20701-1105
Fax: Grievances to Livanta at (844) 420-6672

Additional Information

You have the right to get a summary of information about the appeals, grievances, and exceptions that you have filed against Banner. To request this information, call our Customer Care Center and ask for the Grievance and Appeals Department.

You may also file a complaint or get information directly from Medicare, by calling 1-800-MEDICARE (1-800-633-4227), 24 hours a day, 7 days a week, TTY/TDD users call 1-877-486-2048. You can also visit the Medicare website.

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