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Your rights
Get information about your health, primary care provider (PCP), our providers and Aetna Better Health services and members’ rights and responsibilities
Request information on the plan’s structure, operations and services
Be treated with respect and dignity
Be assured your personal information is kept private and confidential
Seek advice and help
Discuss all treatment options for your condition, regardless of cost or benefit coverage
Voice grievances, complaints, and appeals and offer suggestions about Aetna Better Health and/or the services we provide
Make recommendations about our members’ rights and responsibilities policy
Choose a PCP as your personal medical provider
Work with doctors in making decisions about your health
Know about diagnosis, treatment and prognosis
Get prompt and proper treatment for physical and emotional problems
Receive discharge planning
Receive guidance and suggestions for more medical care if health care coverage is ended
Access your medical records in accordance with state and federal law
Get information about how your PCP is paid; if you need more information, call Member Services at 1-866-316-3784 (TTY: 711)
Request an emergency PCP transfer if your health or safety are threatened
Receive culturally and language appropriate services
Request and get a copy of your medical records and request for records to be amended or corrected
Participate in decisions regarding your health care, including the right to refuse treatment and express your desires about treatment options
Be free to exercise your rights without adversely affecting the way Aetna Better Health and its providers or the State treats you
Be free from any form of restraint or seclusion used as a means of force, disciplines, convenience or retaliation
Be provided health care services consistent with the contract and State and federal regulations
Be free from other discrimination prohibited by State and federal regulations
Your responsibilities
Giving information to the plan, its practitioners and providers needed for our staff to take care of you
Following the instructions given to you by your doctors
Understanding your health condition and sharing in the decisions for your health care
Treating Aetna Better Health staff and doctors with respect and dignity
Keeping all appointments and calling to cancel them when you cannot make them
Understanding what medicine to take
Giving us feedback about your health rights and responsibilities
Letting us know of any changes in your name, address or telephone number
Call us
You can find out more about your rights and responsibilities by contacting Member Services. Just call 1-866-316-3784 (TTY: 711). We’re here for you Monday through Friday, 8 AM to 5 PM.