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PHCS is committed to treating members in a manner that respects their rights. Below is our
statement recognizing member rights and protections. We expect our Network providers,
including individual practitioners, to support and act in accordance with these rights.
- Members have the right to receive accurate, easily understood information about PHCS,
the services we provide, the providers in our Network, the rights of members and
PHCS Network providers, and how to contact us regarding concerns about
PHCS services or Networks.
- Members have the right to be treated with respect and recognition of their dignity
and the right to privacy. This right includes protecting the confidentiality of
medical and other personal information. It also includes members' rights to review
their medical and personal information on file at PHCS, as required by applicable
state and federal law.
- Members have the right to participate with providers in making decisions about their
health care. This includes the right to have candid discussions of appropriate or
medically necessary treatment options for their health conditions, without regard
to cost or benefit coverage.
- Members have the right to register complaints or appeals about PHCS, our services,
determinations, or the care provided by a PHCS Network provider. This
includes the right to have complaints or appeals addressed in a timely manner
through formal procedures appropriate to the nature of the complaint or appeal.
- Members have the right to timely and appropriate decision-making regarding the
delivery of health care services, consistent with the terms of their health benefit
plans and applicable state and federal law.
- Members have the right to a choice of health care providers from the PHCS
Networks, consistent with the terms of their health benefit plans and applicable
state and federal law.
- Members have the right, without regard to benefit coverage, to access emergency
health care services in the event they believe that their condition, illness or
injury is of such a nature that failure to obtain immediate medical care could
place their life or health in serious jeopardy.
- Members have the right to receive health care services without discrimination.
PHCS Network providers are precluded by contract from differentiating
or discriminating against members in the provision of health care services due to
certain member characteristics, and are required to render such services to all
members in the same manner, in accordance with the same standards, and with the
same availability as offered the Network provider's other patients.
PHCS uses its best efforts to assure that all members are afforded these rights. If you
feel that your rights as a member have not been met, you may voice your concern through
the PHCS complaint resolution process. The complaint resolution process is the formal
mechanism by which PHCS addresses members' concerns about their health care from our
Network providers. To begin the complaint resolution process, document the complaint in
writing and send it to:
Private Healthcare Systems
1100 Winter Street
Waltham, MA 02451-1227
Attn: Corporate Quality Management
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