Health Care Quality Concerns
Your concerns and comments are important to us. If you have feedback about a clinic, doctor or other health care professional, we’d like to hear from you.
How to Share Your Concerns
- Talk to a Regence BlueShield member service representative. Just call the phone number on the back of your member card. For claims and/or billing concerns, please contact Member Services at the number on the reverse of your member identification card.
- Complete our Health Care Quality Concerns Form (more details below).
- If you have concerns about a physician or other health care professional such as a nurse, chiropractor, or dentist, you may contact the Washington State Department of Health – Health Professions Quality Assurance Division at (360) 236-4700 or https://wws2.wa.gov/doh/hpqa-licensing/hpqamain.htm.
- If you have concerns about an agency or facility, such as a hospital, clinic or health care agency or nursing facility, you may contact the Washington State Department of Health Facility Services Licensing at (360) 236-2905 or http://www.doh.wa.gov/hsqa/FSL/CompHome.htm.
The Health Care Quality Concerns Form 
Please include as many details as possible on the form so we can investigate your issue.
Use this form if:
- You believe there is a problem with the medical care you received.
- You had problems getting medical care you needed.
- The place where medical care was given was not safe.
- You were treated rudely or without respect.
Don’t use this form if:
- Your main problem involves the cost of medical care.
- You disagree with how much you have to pay for a service.
- You want Asuris to cover a service that
has already been denied.
- You think Asuris should not
pay a claim.
Types of Complaints
To help us assign and investigate concerns efficiently, please identify your concern on the form as one of the following categories:
Care
You experienced a lack of privacy during the visit.
You received the wrong care or diagnosis.
You sustained an injury from the treatment.
The doctor or employee displayed inappropriate professional behavior.
Access
No doctor was available.
Handicapped access was not available.
No appointments were available to meet your need.
Service
The doctor or employee was rude.
The facility was unsafe or unclean.
The doctor did not spend enough time with you.
You were not treated with respect.
Anonymous Complaints
The form can be submitted anonymously. However, if you withhold your identity, it limits our ability to investigate the issue and take any appropriate action. If you want us to look into a specific incident, we need your name and the date of the service you want us to investigate.
Feedback Follow-up
- We collect as much information as possible about the incident (including office notes or hospital records) to determine what action, if any, is appropriate.
- Because investigations about quality are protected under the law, we are prohibited from telling you what, if any, actions are taken as a result.
- Concerns about the care or service you received will not change how the claim is paid or processed.
We appreciate you taking the time to tell us about your concerns. If you haven’t already discussed the problem with your doctor, we encourage you to do so. It’s often helpful for providers to receive feedback about how their care and services affect their patients’ satisfaction. |
