Your concerns matter. PCC wants participants and families to feel comfortable asking questions, reporting a concern and receiving clear information about available next steps.
Do not use a complaint form for an emergency.
Call 911 for an immediate emergency. For behavioral health crisis support, call or text 988.
For suspected abuse, neglect or exploitation, follow the appropriate Pennsylvania reporting process for the individual and program involved.
You may submit a complaint if you are dissatisfied with PCC staff, communication, service coordination, access, responsiveness, privacy, quality or another aspect of PCC services. You may raise a concern without fear of retaliation.
Call 215-725-7200, contact your coordinator, submit the secure complaint form, or send written correspondence to Patient Care Coordination, Inc., 475 N. 5th Street, Suite 2A, Philadelphia, PA 19123.
We will acknowledge receipt of your complaint within 24-48 working hours, excluding holidays. We will review the concern and provide a response or status update within 5-7 business days, excluding holidays.
We will review the concern and provide a response or status update within [PCC APPROVED RESPONSE TIMEFRAME].
If additional time is needed, PCC will communicate the reason and next steps in accordance with applicable policy and contractual requirements.
Participants may have complaint, grievance, appeal and/or fair-hearing rights when they disagree with certain decisions made by a managed care organization or state agency.
The exact process and deadline depend on the program, the type of decision and the notice you received.
If you receive a written denial, reduction, termination or other adverse decision, review the notice promptly because filing deadlines may apply. Keep a copy of the notice and contact the organization identified in the notice if you wish to challenge the decision.
PCC can help you understand the information in your notice, identify the appeal or grievance information provided to you, and locate the appropriate contact information or instructions.
PCC does not make the external decision and does not guarantee the result of an appeal, grievance or fair hearing. PCC cannot extend or preserve an external filing deadline.
PCC wants participants and families to be able to understand and use complaint and appeal information.
If you need language assistance, accessibility support or information in an alternate format, contact PCC at 215-725-7200 or use the appropriate support resource below.