Devoted Health Member Rights and Responsibilities
At Devoted Health, we aim to provide every one of our members with the highest quality care possible. This list is a key part of that commitment. It makes clear what you can expect from us — and what rights you have as one of our members.
You have the right to know about Devoted Health and your plan.
That means you have the right to:
- Get information from us in a way you can understand. You can ask for an interpreter, alternative formats (like Braille), and languages other than English.
- Receive an Evidence of Coverage that explains your health plan details and your member rights and responsibilities.
- Review a copy of your member rights and responsibilities — and suggest changes to them.
- Receive information about Devoted Health, the qualifications of our in-network providers, and how to use our services.
- See our policies for how we make coverage decisions for services that require prior authorization.
You have the right to know about your medical care.
That means you have the right to:
- Know the benefits, risks, and outcomes (good, bad, or otherwise) of any care you may receive.
- Know about alternatives to recommended treatments or procedures, no matter the cost or coverage.
- Learn about your options when hospital care no longer suits your medical needs.
- Request and receive a copy of your medical records.
- Request changes or corrections to your medical records, as long as your request follows state and federal laws.
You have the right to be treated with fairness, respect, and equality.
That means you have the right to:
- Receive service and care that honors your dignity, no matter your race, color, national origin, age, disability, sex, sexual orientation, gender identity, or financial status.
- See network providers who can meet your physical needs and follow the rules of the Americans with Disabilities Act.
- Exercise your rights without fear that you’ll be discriminated against, receive a penalty, or be treated poorly in any way for doing so.
You have the right to receive quality medical care.
That means you have the right to:
- Get quality care and services in a safe setting and within a reasonable amount of time.
- Take part in your healthcare decisions. This includes the right to either refuse or agree to medical care.
- Choose and change in-network providers.
- Seek second opinions from in-network providers.
- See a primary care provider who provides, arranges, and coordinates your care.
- Be free from any form of restraint (having your movement limited) or seclusion (being separated from others). You have this right as long as you can make decisions for yourself and you’re not at risk for harming yourself or others.
- Receive information regarding malpractice insurance of providers upon request.
You have the right to make end-of-life care decisions.
That means you have the right to:
- Create and update your advance directives, such as a living will or durable power of attorney for healthcare.
- Have your end-of-life care wishes honored, as long as they follow state and federal laws.
- Take part in decisions about whether or not to receive life-sustaining treatment, including end-of-life care.
You have the right to ask for appeals and make complaints.
That means you have the right to:
- Appeal (question) a decision we make and receive a response within the timeline required by law.
- Voice opinions, concerns, positive comments, or complaints about your care, treatment, or other services. And you won’t get denied care or be treated poorly for doing so. In other words, it’s your right to speak up and you can’t be punished for it.
- Receive a response to your complaints in a reasonable amount of time, usually within 30 days.
If you want to let Medicare know about problems you’re having with your Devoted Health plan, you can also fill out the Medicare Complaint Form on Medicare.gov or call 1-800-MEDICARE (TTY 1-877-486-2048), 24 hours a day/7 days a week. If your complaint involves a broker or agent, be sure to include their name when you file your complaint.
You have the right to confidentiality, privacy, and security.
That means you have the right to:
- Review and ask questions about our Privacy Policy, which details how we handle your Personally Identifiable Information (this is information that directly identifies you, like your name or address).
- Review and ask questions about our Notice of Privacy Practices, which details how we handle your Protected Health Information (this is information related to your health and healthcare, such as medical conditions, doctor’s notes, and billing details).
- Tell us who you’d like us to share your protected health information with (if anyone).