Grievance & Complaints
If you feel that your rights have been violated, or if you have a grievance or complaint, you may request a Member’s Complaint/Grievance Form. The forms are available from the HAI receptionist, or you may print the PDF from link below.
Or you have the right to submit a report of complaints or to participate in complaint investigations process regarding violations of licensure statues or rules to the Arizona Department of Health Services: Division of Licensing Services 150 North 18th Avenue, Suite 410 Phoenix, AZ 85007 (602) 364-2595
The survey reports by Arizona Office of Behavioral Health Licensure and Joint Commission on Accreditation are available for review through the HAI Co-Director, and are available upon request.
Cenpatico Behavioral Health of Arizona, Office of Grievances and Appeals is dedicated to ensuring the protection of our client’s rights identified in the Arizona Administrative Code Title 9 Chapter 21. The office conducts grievance investigations for persons enrolled in the SMI program, and coordinates both SMI and Title XIX appeals for individuals enrolled with Cenpatico, or a Cenpatico subcontracted provider.
A grievance or request for investigation may be submitted by a person determined to have a serious mental illness or by any other concerned person filing on behalf of an individual who is seriously mental ill where it is alleged:
- A violation of the person’s rights may have occurred; or
- A condition requiring investigation currently exists or has occurred.
An appeal is a review of an action or decision for individuals seeking or receiving behavioral health services through Cenpatico or a Cenpatico subcontracted provider. The objective of the appeals process is to fairly and efficiently resolve identified issues.
Individuals who want to file a grievance or appeal may contact Cenpatico’s Customer Service Department or Cenpatico’s Grievance and Appeals Department at (866) 495-6738, and/or request assistance from their Clinical Team.
Individuals who want to file a complaint may contact Cenpatico’s Customer Service Department, by calling us at 866-495-6738.