Rights and Responsibilities

Your Rights

It is the policy of Aetna Better Health of Virginia to treat you with respect. We also care about keeping a high level of confidentiality with respect for your dignity and privacy. As a CCC Plus member, you have certain rights. You have the right to:

  • Receive timely access to care and services
  • Take part in decisions about your health care, including your right to choose your providers from Aetna Better Health network providers and your right to refuse treatment
  • Choose to receive long-term services and supports in your home or community or in a nursing facility
  • Confidentiality and privacy about your medical records and when you get treatment
  • Receive information and to discuss available treatment options and alternatives presented in a manner and language you understand;
    Get information in a language you understand - you can get oral translation services free of charge
  • Receive reasonable accommodations to ensure you can effectively access and communicate with providers, including auxiliary aids, interpreters, flexible scheduling, and physically accessible buildings and services
  • Receive information necessary for you to give informed consent before the start of treatment
  • Be treated with respect and dignity
  • Get a copy of your medical records and ask that the records be amended or corrected
  • Be free from restraint or seclusion unless ordered by a physician when there is an imminent risk of bodily harm to you or others, or when there is a specific medical necessity. Seclusion and restraint will never be used a s a means of coercion, discipline, retaliation, or convenience
  • Get care without regard to disability, gender, race, health status, color, age, national origin, sexual orientation, marital status or religion
  • Be informed of where, when and how to obtain the services you need from Aetna Better Health, including how you can receive benefits from out-of-network providers if the services are not available in Aetna Better Health’s network
  • Complain about Aetna Better Health to the State. You can call the CCC Plus Helpline at 1-844-374-9159 or TDD 1-800-817-6608 to make a complaint about us
  • Appoint someone to speak for you about your care and treatment and to represent you in an Appeal
  • Make advance directives and plans about your care in the instance that you are not able to make your own health care decisions. See Section 17 of your member handbook for information about Advance Directives
  • Change your CCC Plus health plan once a year for any reason during open enrollment or change your MCO after open enrollment for an approved reason. Reference Section 2 of your member handbook or call the CCC Plus Helpline at 1-844-374-9159 or TDD 1-800-817-6608 or visit the website at cccplusva.com for more information
  • Appeal any adverse benefit determination (decision) by Aetna Better Health that you disagree with that relates to coverage or payment of services
  • File a complaint about any concerns you have with our customer service, the services you have received, or the care and treatment you have received from one of our network providers. See Your Right to File a Complaint in Section 15 of your member handbook
  • To receive information from us about our plan, your covered services, providers in our network, and about your rights and responsibilities
  • To make recommendations regarding our member rights and responsibility policy, for example by joining our Member Advisory Committee

Your Right to be Safe

Everyone has the right to live a safe life in the home or setting of their choice. Each year, many older adults and younger adults who are disabled are victims of mistreatment by family members, by caregivers and by others responsible for their well-being. If you, or someone you know, is being abused, physically, is being neglected, or is being taken advantage of financially by a family member or someone else, you should call your local department of social services or the Virginia Department of Social Services' 24-hour, toll-free hotline at 1-888-832-3858. You can make this call anonymously; you do not have to provide your name. The call is free.

They can also provide a trained local worker who can assist you and help you get the types of services you need to assure that you are safe.

Your Right to Confidentiality

Aetna Better Health will only release information if it is specifically permitted by state and federal law or if it is required for use by programs that review medical records to monitor quality of care or to combat fraud or abuse.

Aetna Better Health staff will ask questions to confirm your identity before we discuss or provide any information regarding your health information.

We understand the importance of keeping your personal and health information secure and private. Both Aetna Better Health and your doctors make sure that all your member records are kept safe and private. We limit access to your personal information to those who need it. We maintain safeguards to protect it. For example, we protect access to our buildings and computer systems. Our Privacy Office also assures the training of our staff on our privacy and security policies. If needed, we may use and share your personal information for “treatment,” “payment,” and “health care operations.” We limit the amount of information that we share about you as required by law. For example, HIV/AIDS, substance abuse and genetic information may be further protected by law. Our privacy policies will always reflect the most protective laws that apply.

Your Right to Privacy

We are required by law to provide you with the Notice of Privacy Practices. This notice is included in your member packet and our member newsletter. This notice informs you of your rights about the privacy of your personal information and how we may use and share your personal information. Changes to this notice will apply to the information that we already have about you as well as any information that we may receive or create in the future. You may request a copy at any time by calling Member Services at 1-855-652-8249 or by going to our website at www.aetnabetterhealth.com/virginia. 

In your doctor’s office, your medical record will be labeled with your identification and stored in a safe location in the office where other people cannot see your information. If your medical information is on a computer, there is a special password needed to see that information.

Your medical record cannot be sent to anyone else without your written permission, unless required by law. When you ask your doctor’s office to transfer records, they will give you a release form to sign. It’s your doctor’s office responsibility to do this service for you. If you have a problem getting your records or having them sent to another doctor, please contact our Member Services at 1-855-652-8249 (TTY/TDD: 711 or 1‑800‑828‑1120).

Your Responsibilities

As a Member, you also have some responsibilities. These include:

  • Present your Aetna Better Health of Virginia Membership card whenever you seek medical care.
  • Provide complete and accurate information to the best of your ability on your health and medical history.
  • Participate in your care team meetings, develop an understanding of your health condition, and provide input in developing mutually agreed upon treatment goals to the best of your ability.
  • Keep your appointments. If you must cancel, call as soon as you can.
  • Receive all of your covered services from Aetna Better Health of Virginia’s network.
  • Obtain authorization from Aetna Better Health of Virginia prior to receiving services that require a service authorization review.
  • Call Aetna Better Health of Virginia whenever you have a question regarding your Membership or if you need assistance toll-free at one of the numbers below.
  • Tell Aetna Better Health of Virginia when you plan to be out of town so we can help you arrange your services.
  • Use the emergency room only for real emergencies.
  • Call your PCP when you need medical care, even if it is after hours.
  • Tell Aetna Better Health of Virginia when you believe there is a need to change your plan of care.
  • Tell us if you have problems with any health care staff by calling Member Services.
  • Call Member Services at one of the phone numbers below about any of the following:
    • Aetna Better Health Member Services 1-855-652-8249; TTY/TDD 711 or 1-800-828-1120; 24 hours a day/7 days a week. The call is free.
      • If you have any changes to your name, your address, or your phone number. Report these also to your caseworker at your local Department of Social Services.
      • If you have any changes in any other health insurance coverage, such as from your employer, your spouse’s employer, or workers’ compensation.
      • If you have any liability claims, such as claims from an automobile accident.
      • If you are admitted to a nursing facility or hospital.
      • If you get care in an out-of-area or out-of-network hospital or emergency room.
      • If your caregiver or anyone responsible for you changes.
      • If you are part of a clinical research study.

Our Member Services department will help you get your records within 10 working days of the record request.

We will assist you:

  • To provide quick transfer of records to other in or out‑of‑network providers for the medical management of your health
  • When you change primary care providers, to assure that your medical records or copies of medical records are made available to your new primary care provider

If you would like a copy of your medical or personal records, you may send us a written request. You may also call Member Services at 1-855-652-8249 (TTY/TDD: 711 or 1‑800‑828‑1120) and ask for a form that you or your representative can fill out and send back to us. You have a right to review your requested medical records and ask they be changed or corrected.