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Rights and responsibilities

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

Your rights

Your rights

As a member of this plan, you have many rights you can count on. These include your right to:


  • Be treated with courtesy, consideration, respect, dignity and need for privacy.
  • Get info about the plan, its policies and procedures, and its services.
  • Be able to communicate and be understood, with the assistance of a translator if needed.
  • Choose a primary care physician (PCP) in your plan’s network. And make a plan for your care.
  • Refuse care from any provider.
  • Know all of your treatment options.
  • File a grievance about your plan, provider or the way you got care.
  • Appeal decisions made by the plan.
  • Make advance directives.
  • Get access to your medical records.
  • Be free from physical restraints, isolation and neglect.
  • Refuse treatment. And understand the consequences.
  • Get care that will improve your quality of life.
  • Have access to care 24/7 for emergency and urgent care.
  • Choose a specialist if you need one.
  • Get an updated contact list of providers in our network.
  • Get a referral for providers who treat chronic issues.
  • Be free from balance billing by providers for medically necessary services authorized by the plan. You may be asked to pay a copay.
  • Get a second opinion.
  • Be notified when there is a change in your benefits.
  • Share your thoughts about our rights and responsibilities policy. 

Your responsibilities

Your responsibilities

As a member of this plan, you are responsible for:


  • Bringing your member ID card to appointments.
  • Knowing the name of your PCP.
  • Knowing about your plan and the rules for getting care.
  • Telling the plan when you make changes to your address, phone number or other personal info.
  • Understanding your health problems. And actively taking part in your treatment.
  • Being respectful to the health care providers giving you care.
  • Scheduling your appointments and being on time. And calling your provider if you can’t make your appointment.
  • Giving your health care providers all the info that they need.
  • Telling the plan about your questions, concerns and issues.
  • Asking for more info if you don’t understand your condition.
  • Asking your health care providers for more info on other treatment options. This includes details on the benefits, potential risks and costs.
  • Following your health care providers’ advice.
  • Telling us about any other insurance that you have.
  • Telling us if you’re applying for other health insurance.
  • Bringing shot records to appointments for children under 18.
  • Giving your providers a copy of your living will and/or health care proxy.
  • Keeping track of the copays that you pay.
  • Following the steps to file a grievance about your plan, provider or the way you got care. 

Call us

You can find out more about your rights and responsibilities by contacting Member Services. Just call 1-855-242-0802 (TTY: 711) We’re here for you 24 hours a day, 7 days a week.

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