Disclosure form and evidence of coverage - Kaiser Permanente ...

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this section calls a "fast complaint" is also called an "expedited grievance" Step 2: We look into your complaint and give you our answer • If possible, we will answer you right away. If you call us with a complaint, we may be able to give you an answer on the same phone call. If your health condition requires us to answer quickly, we will do that • Most complaints are answered in 30 calendar days. If we need more information and the delay is in your best interest or if you ask for more time, we can take up to 14 more calendar days (44 calendar days total) to answer your complaint • If we do not agree with some or all of your complaint or don't take responsibility for the problem you are complaining about, we will let you know. Our response will include our reasons for this answer. We must respond whether we agree with the complaint or not You can also make complaints about quality of care to the Quality Improvement Organization You can make your complaint about the quality of care you received to us by using the step-by-step process outlined above. When your complaint is about quality of care, you also have two extra options: • You can make your complaint to the Quality Improvement Organization. If you prefer, you can make your complaint about the quality of care you received directly to this organization (without making the complaint to us) ♦ the Quality Improvement Organization is a group of practicing doctors and other health care experts paid by the federal government to check and improve the care given to Medicare patients ♦ to find the name, address, and phone number of the Quality Improvement Organization for your state, look in the "Important Phone Numbers and Resources" section. If you make a complaint to this organization, we will work with them to resolve your complaint • Or, you can make your complaint to both at the same time. If you wish, you can make your complaint about quality of care to us and also to the Quality Improvement Organization You can also tell Medicare about your complaint You can submit a complaint about our Plan directly to Medicare. To submit a complaint to Medicare, go to www.medicare.gov/MedicareComplaintForm/home.a spx. Medicare takes your complaints seriously and will use this information to help improve the quality of the Medicare program. If you have any other feedback or concerns, or if you feel our Plan is not addressing your issue, please call 1-800- MEDICARE (1-800-633-4227). TTY/TDD users can call 1-877-486-2048. Additional Review You may have certain additional rights if you remain dissatisfied after you have exhausted our grievance procedure, and if applicable, external review: • If your Group's benefit plan is subject to the Employee Retirement Income Security Act (ERISA), you may file a civil action under section 502(a) of ERISA. To understand these rights, you should check with your Group or contact the Employee Benefits Security Administration (part of the U.S. Department of Labor) at 1-866-444-EBSA (1-866-444-3272) • If your Group's benefit plan is not subject to ERISA (for example, most state or local government plans and church plans), you may have a right to request review in state court Binding Arbitration For all claims subject to this "Binding Arbitration" section, both Claimants and Respondents give up the right to a jury or court trial and accept the use of binding arbitration. Insofar as this "Binding Arbitration" section applies to claims asserted by Kaiser Permanente Parties, it shall apply retroactively to all unresolved claims that accrued before the effective date of this Evidence of Coverage. Such retroactive application shall be binding only on the Kaiser Permanente Parties. Scope of arbitration Any dispute shall be submitted to binding arbitration if all of the following requirements are met: • The claim arises from or is related to an alleged violation of any duty incident to or arising out of or relating to this Evidence of Coverage or a Member Party's relationship to Kaiser Foundation Health Plan, Inc. (Health Plan), including any claim for medical or hospital malpractice (a claim that medical services or Page 90
Member Service Contact Center: toll free 1-800-443-0815 (TTY users call 711) seven days a week 8 a.m.–8 p.m. items were unnecessary or unauthorized or were improperly, negligently, or incompetently rendered), for premises liability, or relating to the coverage for, or delivery of, services or items, irrespective of the legal theories upon which the claim is asserted • The claim is asserted by one or more Member Parties against one or more Kaiser Permanente Parties or by one or more Kaiser Permanente Parties against one or more Member Parties • Governing law does not prevent the use of binding arbitration to resolve the claim Members enrolled under this Evidence of Coverage thus give up their right to a court or jury trial, and instead accept the use of binding arbitration except that the following types of claims are not subject to binding arbitration: • Claims within the jurisdiction of the Small Claims Court • Claims subject to a Medicare appeal procedure as applicable to Kaiser Permanente Senior Advantage and Medicare Cost Members • Claims that cannot be subject to binding arbitration under governing law As referred to in this "Binding Arbitration" section, "Member Parties" include: • A Member • A Member's heir, relative, or personal representative • Any person claiming that a duty to him or her arises from a Member's relationship to one or more Kaiser Permanente Parties "Kaiser Permanente Parties" include: • Kaiser Foundation Health Plan, Inc. • Kaiser Foundation Hospitals • KP Cal, LLC • The Permanente Medical Group, Inc. • Southern California Permanente Medical Group • The Permanente Federation, LLC • The Permanente Company, LLC • Any Southern California Permanente Medical Group or The Permanente Medical Group physician • Any individual or organization whose contract with any of the organizations identified above requires arbitration of claims brought by one or more Member Parties • Any employee or agent of any of the foregoing "Claimant" refers to a Member Party or a Kaiser Permanente Party who asserts a claim as described above. "Respondent" refers to a Member Party or a Kaiser Permanente Party against whom a claim is asserted. Rules of Procedure Arbitrations shall be conducted according to the Rules for Kaiser Permanente Member Arbitrations Overseen by the Office of the Independent Administrator ("Rules of Procedure") developed by the Office of the Independent Administrator in consultation with Kaiser Permanente and the Arbitration Oversight Board. Copies of the Rules of Procedure may be obtained from our Member Service Contact Center. Initiating arbitration Claimants shall initiate arbitration by serving a Demand for Arbitration. The Demand for Arbitration shall include the basis of the claim against the Respondents; the amount of damages the Claimants seek in the arbitration; the names, addresses, and telephone numbers of the Claimants and their attorney, if any; and the names of all Respondents. Claimants shall include in the Demand for Arbitration all claims against Respondents that are based on the same incident, transaction, or related circumstances. Serving Demand for Arbitration Health Plan, Kaiser Foundation Hospitals, KP Cal, LLC, The Permanente Medical Group, Inc., Southern California Permanente Medical Group, The Permanente Federation, LLC, and The Permanente Company, LLC, shall be served with a Demand for Arbitration by mailing the Demand for Arbitration addressed to that Respondent in care of: Northern California Region Members: Kaiser Foundation Health Plan, Inc. Legal Department 1950 Franklin St., 17th Floor Oakland, CA 94612 Southern California Region Members: Kaiser Foundation Health Plan, Inc. Legal Department 393 E. Walnut St. Pasadena, CA 91188 Service on that Respondent shall be deemed completed when received. All other Respondents, including individuals, must be served as required by the California Code of Civil Procedure for a civil action. E O C 1 Page 91
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Disclosure form and evidence of coverage - Kaiser Permanente ...

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