1­-877­-864­-1454

Grievances/Complaints and Appeals

File a concern or grievance/complaint, or compliment about Partners or your provider anytime.
You may also appeal decisions affecting your services.

Grievances/Complaints

Let us know of your grievance/complaint. If at any time you are unhappy with Partners or a provider in our network, you can make a grievance/complaint to Partners. We call concerns grievances/complaints.

You can place a grievance/complaint by:

  • Telephone – Call 1-888-235-HOPE (4673)
  • Mail – Partners Health Management, C/o Grievance/Complaint, 901 South New Hope Road, Gastonia, NC 28054
  • Email – Grievances@partnersbhm.org
  • Online – Use our feedback form
  • Or in person – Every employee at Partners is able to take your grievance/complaint.

Each option is confidential and secure. You also have the right not to be contacted by us, and not to have your information shared with others involved in the grievance/complaint. However, to serve you better and to effectively resolve the issue, we hope you will let us contact you, if needed.

To learn more about grievances/complaints, contact our Access to Care department 1-888-235-HOPE (4673).

Appeals or Requests for Review

You have the right to appeal if you disagree with our decision to deny, reduce, suspend or terminate a service. An appeal is a request for your review. Your provider and care coordinator can help you file a request by submitting an appeal form or by calling the appeals department at 704-884-2650. A reconsideration form is only required if the request is submitted for expedited review. Once your request for a reconsideration review has been made to the appeals department, our case will be reviewed and you will be notified in writing of the new decision.

If you are still unhappy with the decision, you can then request a State Fair Hearing from the North Carolina Office of Administrative Hearings. (Please note–you cannot request an appeal for a service no longer offered in the Partners’ Medicaid Benefit Plan.)

To learn more about appeals, download and read our “Know Your Rights–Appealing a Service Decision” document. If you have specific questions about appeals, call 704-884-2650, Monday through Friday, between 8 a.m. to 5 p.m.

X