Grievances
How to file a grievance and what you can expect after you do.
What to Do
We want to make sure you get the best care possible. However, when things aren’t right, you have a right to complain. This is also called a grievance. There are three ways you can file a grievance:
- Call us: You or your personal representative can call our grievance department at 720-744-5134.
- Fill out a form: You can fill out a grievance form and send it to us. To find our most common forms, click here.
- Write a letter: You can write us a letter telling us about your complaint in detail. Send your letter to:
- Colorado Access Grievance Department
PO Box 17950
Denver, CO 80217-0950
- Colorado Access Grievance Department
Be sure to include your name, state identification (ID) number, address, and phone number. If you want help writing your grievance, call us at 720-744-5134.
What Happens
What happens when I file a grievance?
- After we get your phone call or letter, we will send you a letter within two business days. The letter will say we got your grievance.
- We will review your grievance. We may talk with you or your personal representative, talk to the people involved in the situation, and look at your medical records.
- Someone who was not involved in the situation you are concerned about, and who has the right experience, will review your grievance.
- Within 15 business days after we get your letter or phone call, we will send you a letter saying what we found and how we fixed it. Or, we will let you know that we need more time. You will get a letter from us after we finish the review.
- We will work with you or your personal representative to try to find a solution that works best for you.
Ombudsman for Behavioral Health Access to Care
The office of the Ombudsman for Behavioral Health Access to Care acts as a neutral party to help members and health care providers address issues related to behavioral health access to care. CHP+ HMO is subject to the Mental Health Parity and Addiction Equity Act (MHPAEA). A denial, restriction, or withholding of benefits for behavioral health services that are covered under the medical assistance program could be a potential violation of MHPAEA. If you have or are experiencing a behavioral health access to care issue, contact the office of the Ombudsman for Behavioral Health Access to Care.
Call 303-866-2789.
Email ombuds@bhoco.org.
Visit bhoco.org.