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Rights and responsibilities

You have rights and responsibilities as an Aetna Better Health® of Florida member. Be sure to check the materials and forms page for your member handbook. Inside, you’ll find your full rights and responsibilities.


Materials and forms page

Your rights

  • Be treated with courtesy and respect. 
  • Always have your dignity and privacy considered and respected. 
  • Receive a quick and useful response to your questions and requests.
  • Know who is providing medical services and who is responsible for your care.
  • Know what member services are available, including whether an interpreter is available if you do not speak English.
  • Know what rules and laws apply to your conduct.
  • Be given easy to follow information about your diagnosis, and openly discuss the treatment you need, choices of treatments and alternatives, risks, and how these treatments will help you. 
  • Participate in making choices with your provider about your health care, including the right to say no to any treatment, except as otherwise provided by law. 
  • Be given full information about other ways to help pay for your health care.
  • Know if the provider or facility accepts the Medicare assignment rate.
  • Be told prior to getting a service how much it may cost you. 
  • Get a copy of a bill and have the charges explained to you.
  • Get medical treatment or special help for people with disabilities, regardless of race, national origin, religion, handicap, or source of payment.
  • Receive treatment for any health emergency that will get worse if you do not get treatment.
  • Know if medical treatment is for experimental research and to say yes or no to participating in such research.
  • Make a complaint when your rights are not respected. 
  • Ask for another doctor when you do not agree with your doctor (second medical opinion).
  • Get a copy of your medical record and ask to have information added or corrected in your record, if needed.
  • Have your medical records kept private and shared only when required by law or with your approval.
  • Decide how you want medical decisions made if you can’t make them yourself (advanced directive).
  • File a grievance about any matter other than a Plan’s decision about your services.
  • Appeal a Plan’s decision about your services.
  • Receive services from a provider that is not part of our Plan (out-of-network) if we cannot find a provider for you that is part of our Plan.
  • Speak freely about your health care and concerns without any bad results. 
  • Freely exercise your rights without the Plan or its network providers treating you badly.
  • Get care without fear of any form of restraint or seclusion being used as a means of coercion, discipline, convenience or retaliation.
  • Request and receive a copy of your medical records and ask that they be amended or corrected. 
  • Receive information on member’s rights and responsibilities.
  • Voice a complaint about care the organization provides.
  • Make recommendations regarding the organization’s member rights and responsibilities policy.

  • Be free from any form of restraint or seclusion used as a means of coercion, discipline, convenience, or retaliation.
  • Receive services in a home-like environment regardless where you live.
  • Receive information about being involved in your community, setting personal goals and how you can participate in that process.
  • Be told where, when and how to get the services you need.
  • Be able to take part in decisions about your health care. 
  • Talk openly about the treatment options for your conditions, regardless of cost or benefit.
  • Choose the programs you participate in and the providers that give you care.

Your responsibilities

  • Give accurate information about your health to your Plan and providers.
  • Tell your provider about unexpected changes in your health condition.
  • Talk to your provider to make sure you understand a course of action and what is expected of you.
  • Listen to your provider, ask questions and follow instructions for care you have agreed to with your practitioner.
  • Keep your appointments and notify your provider if you will not be able to keep an appointment.
  • Be responsible for your actions if treatment is refused or if you do not follow the health care provider's instructions.
  • Make sure payment is made for non-covered services you receive.
  • Follow health care facility conduct rules and regulations. 
  • Treat health care staff and case manager with respect.
  • Tell us if you have problems with any health care staff.
  • Use the emergency room only for real emergencies.
  • Notify your case manager if you have a change in information (address, phone number, etc.).
  • Have a plan for emergencies and access this plan if necessary for your safety.
  • Report fraud, abuse and overpayment.

  • Tell your case manager if you want to disenroll from the Long-Term Care program.
  • Agree to and participate in the annual face-to-face assessment, quarterly face-to-face visits and monthly telephone contact with your case manager.

Call us

You can find out more about your rights and responsibilities by reaching out to Member Services. Just contact us. We’re here to help.  

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