www.phs.org/centennialcare 11 If you are interested in attending or to learn more, email Mark Fenton at firstname.lastname@example.org or call (505) 923-6014 . Listening and responding We’re committed to providing you access to high-quality care and service. If you’re not happy with our service, we want to know. Some problems call for formal attention. In those cases, you have a right to file a grievance, a complaint, or an appeal. • Complaint (also referred to as grievance): If you have a complaint about care or services you receive, you can file a grievance. • Appeal: If we deny a request for service or care and you do not agree, you can file an appeal. Voice your concerns If you have a concern, the first thing to do is to contact the Presbyterian Customer Service Center (PCSC). The numbers are listed on your member ID card, in your Member Handbook, and in this newsletter. If the PCSC can’t resolve your concern, you can ask to speak to a Presbyterian Health Plan Grievance Coordinator. You may also write to the Grievance Coordinator for written details about our procedures or your concerns. Presbyterian Centennial Care Grievance Coordinator 9521 San Mateo Blvd. NE Albuquerque, NM 87113 Do you have friends or family who need Medicaid health coverage? Contact us today to learn more about Centennial Care; your plan choices, including Presbyterian Centennial Care; and how to apply. A provider of Centennial Care Such services are funded in part with the State of New Mexico. 1-844-788-8291 CentennialCareOutreach@phs.org We want to hear from you! Presbyterian’s Consumer Advisory Board Do you have ideas or ways we can improve or better serve you and other Presbyterian Centennial Care members? We want to hear about your experiences with the services you receive. These services can include behavioral health, physical health, and more. A good way to share your ideas is to attend a Presbyterian Centennial Care Consumer Advisory Board meeting. The advisory board meets six times a year. There are four meetings in Albuquerque and two meetings in other parts of the state. All Presbyterian Centennial Care members are welcome. We know your time is valuable. Members will receive $20 for each meeting they attend in person. We will also pay for your mileage if you drive to the meeting. You can also invite another Presbyterian Centennial Care member to attend with you; members must be 18 years of age or older.