You may file a grievance or complaint if you are unhappy with Partners, your provider or your services. Grievances/complaints and appeals are different. A grievance/complaint is when you are unhappy or concerned about any matter other than an action to reduce, stop or limit your services.
You can file a grievance/complaint yourself or you may ask a family member, friend, provider or legal representative to help you. Partners can also help you if you need help filling out any forms.
You can file a grievance/complaint by phone or in writing:
- By Phone: Call the Member and Recipient Services Line at 1-888-235-4673, 7 a.m.-6 p.m., Monday-Saturday. After business hours, you may leave a message and we will contact you during the next business day.
- In Writing: Send your grievance/complaint to Partners Health Management, 901 S. New Hope Road, Gastonia, NC 28054.
- By Email: Grievances@PartnersBHM.org.
- Online: Use our online feedback form.
We will let you know in writing that we got your grievance/complaint within 5 calendar days of receiving it.
- We will review your grievance/complaint and tell you how we resolved it in writing within 30 working days of receiving your complaint.
- If a grievance relates to the denial of an expedited appeal request, Partners will acknowledge receipt of the grievance/complaint, in writing via trackable mail, within 24 hours of receipt of the grievance/complaint.
Click here to read Partners’ Grievance Policy.