This policy is required under AHCCCS contracts and A.A.C. R9-10. All patients, guardians, and authorized representatives have the right to file a grievance or request an appeal at any time.
What Is a Grievance?
A grievance is a complaint about the quality of care or services you received, a staff member's conduct, a violation of your rights, or any other concern about your treatment. Examples include:
- Feeling disrespected, discriminated against, or treated unfairly
- Concerns about the quality or appropriateness of your treatment
- Problems with scheduling, access to services, or facility conditions
- Concerns about confidentiality or privacy
- Any violation of your patient rights under A.R.S. Title 36
What Is an Appeal?
An appeal is a formal request to review a decision that affects your services. Examples include:
- Denial, reduction, or termination of a service
- Disagreement with your treatment plan or discharge plan
- A decision by your insurance or AHCCCS managed care plan regarding authorization
How to File a Grievance
Step 1 — Informal Resolution
We encourage you to first speak directly with your therapist, case manager, or the Clinical Director. Many concerns can be resolved quickly at this level.
Step 2 — Formal Written Grievance
If your concern is not resolved informally, submit a written grievance to our Grievance Coordinator:
Grievance Coordinator
Life Changing Wellness and Treatment Center
4831 N 35th Avenue, Phoenix, Arizona 85017
Phone: (602) 319-5155
Email:
Our Response Timeline
- Acknowledgment: Within 5 business days of receipt
- Investigation: Thorough, impartial review of your concern
- Resolution: Written response within 30 calendar days
- Urgent grievances: Addressed within 24–72 hours
How to File an Appeal
If you disagree with a service decision, request an appeal in writing within 60 days of receiving the decision notice. Submit your appeal to the Grievance Coordinator above.
For AHCCCS managed care plan decisions, you also have the right to appeal directly through your health plan:
- Mercy Care: 1-800-624-3879
- Banner University Family Care: 1-833-252-5535
- UnitedHealthcare Community Plan: 1-800-348-4058
- Arizona Complete Health: 1-866-796-0542
External Complaints
You have the right to file a complaint with external agencies at any time:
- AHCCCS Member Rights: 1-800-654-8713 or azahcccs.gov
- ADHS Behavioral Health Licensing: (602) 364-2539
- HHS Office for Civil Rights: 1-800-368-1019 or ocrportal.hhs.gov
- Arizona Board of Behavioral Health Examiners: (602) 542-1882
No Retaliation: Life Changing Wellness and Treatment Center strictly prohibits retaliation against any patient, family member, or authorized representative who files a grievance or appeal in good faith.
Contact Us
Grievance Coordinator
Life Changing Wellness and Treatment Center
4831 N 35th Avenue, Phoenix, Arizona 85017
Phone: (602) 319-5155
Email: