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.
Start by calling, writing, or faxing us. You, your representative, or your doctor (or other prescriber) can do this. You may call our Customer Care Center if you have questions about filing a grievance.
Banner Medicare Rx
Attn: Customer Care Center
5255 E Williams Circle, Ste 2050
Tucson, AZ 85711
Email: BUHPGrievances&[email protected]
If you file a written grievance, have a complaint related to quality of care or ask for a written response, then we will respond to you in writing.
Customer Care Center: (844) 549-1859, TTY 711
If you call us and we cannot resolve your complaint over the phone, we will respond to you within 30 calendar days from the date you file the complaint. The longest time Banner Medicare Simple Rx can take to answer a complaint is 30 days. If we need more information or the delay will benefit you, 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, the reason for the extension, how it is in your best interest, and instructions on how to file a “fast” or expedited complaint if you do not agree with our decision to take the extension.
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.
Livanta BFCC-QIO Program
10820 Guilford Road, Suite 202
Annapolis Junction, MD 20701
(877) 588-1123, TTY (855) 887-6668
Fax: (833) 868-4063
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.
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.