Grievances and appeals
If a member has a concern or question regarding the health care services he/she has received, he/she should contact the Member Services department at the toll-free number on the back of their identification card. If the Member Service representative does not resolve the problem to the member's satisfaction, he/she has the right to file a grievance.
What is a grievance?
A grievance expresses dissatisfaction about any matter related to the services offered by First Choice VIP Care (HMO SNP). A grievance may be filed about such things as the quality of the care the member receives from a First Choice VIP Care provider, rudeness from a First Choice VIP Care employee or a provider's employee, a lack of respect for their rights by First Choice VIP Care or any service or item that did not meet accepted standards for health care during a course of treatment.
How does a member file a grievance?
To file a grievance, the member, or the member's physician or other representative, may call Member Services at 1- 888-996-0499, TDD/TTY 711, or write to:
First Choice VIP Care
Attn: Member Appeals, Grievances and Complaints
P.O. Box 337 Philadelphia, PA 19113
Additional grievances and appeals information can be found in the Provider Manual (PDF).