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Your Rights as a Member
Your Rights | You
Can File a Complaint or Grievance
You Can
Accept or Refuse Treatment | Confidentiality
and Disclosure of Medical Information
If you have questions, suggestions, problems, or concerns
regarding benefits or services performed, don’t hesitate
to call the Caring Foundation at 1-800-464-5437. Our representatives
will respond to any inquiry promptly.
Your Rights
The Caring Foundation, Keystone and the participating
providers honor the following rights of all members:
- The member has the right to information about the
health plan, its benefits, policies, participating providers
and member’s rights and responsibilities. Written information
that is provided will be readable and easily understood.
- The member has the right to be treated with respect,
and recognition of his/her dignity and right to privacy.
- The member has the right to participate in decision-making
regarding his/her health care. This right includes open
discussions of appropriate or medically necessary treatment
options for their condition, regardless of cost or benefit
coverage.
- The member has a right to voice complaints and appeals
about the health plan or care provided, and to receive
a timely response.
- The member has the right to choose practitioners,
within the limits of the plan network, including the
right to refuse care from specific practitioners.
- The member has the right to confidential treatment
of medical information. The member also has a right
to have access to his/her medical records from a provider
in accordance with the applicable state and federal
laws.
- The member has the right to reasonable access to medical
services.
- The member has the right to receive health care services
without discrimination based on race, color, religion,
gender, sexual orientation or national origin.
- The member has the right to formulate advance directives
(living wills). Keystone will provide information concerning
advance directives to members and practitioners and
will support members through its medical keeping policies.
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