Complaints


Quality-of-Care Concerns

If a Medicare beneficiary has a concern or is not satisfied with the quality of care received, he or she can call the HSAG Arizona Medicare Beneficiary Complaints Helpline at1-800-359-9909.
 
Examples of Poor Quality Care:

• Receiving the wrong medication
• Receiving unnecessary surgery/diagnostic testing
• Receiving an overdose of medication
• Experiencing a delay in service
• Receiving inadequate care or treatment by any Medicare hospital or doctor
• Experiencing a change in condition that was not treated
• Receiving a misdiagnosis
• Receiving inadequate discharge instructions

One of HSAG's trained team members will listen to the complaint and help the beneficiary decide what to do. One of a beneficiary's choices is to make a formal complaint. If the beneficiary decides to make a formal complaint, an HSAG team member can help put it in writing. Once HSAG receives the written complaint, the quality-of-care review will begin.

The case may be suitable for mediation, a new alternative to resolve concerns by talking directly with a beneficiary's doctor.
(Learn more)

How and When to Contact HSAG

Trained team members are available Monday through Friday from 8:00 a.m. to 5:00 p.m. However, a beneficiary can leave a message at HSAG's toll-free number, 1-800-359-9909, 24 hours a day, seven days a week. One of HSAG's team members will assist with translation services if English is not the beneficiary's primary language.

A beneficiary can call HSAG at 1-800-359-9909 if he or she:

• Wishes to discuss the quality of care received.
• Wants to file a formal quality-of-care complaint.
• Needs help understanding Medicare rights.

A beneficiary can call 1-800-MEDICARE if he or she:

• Has general questions about Medicare coverage.
• Needs clarification on how to enroll in Medicare.
• Wishes to discuss billing issues.
• Wants to learn more about Medicare benefits and services.

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