All of Us at InnovAge Share Responsibility for Your Care
InnovAge is dedicated to providing you with quality health care services so that you may remain as independent as possible. This includes providing all Medicaid and Medicare-covered items and services, and other services determined to be necessary by the interdisciplinary team across all care settings, 24 hours a day, 7 days a week.
When you join a PACE program, you have certain rights and protections. InnovAge, as your PACE program, must fully explain and provide your rights to you or someone acting on your behalf in a way you can understand at the time you join. Click here to read all about those rights and protections, which include:
Respect - You have the right to be treated with dignity and respect at all times, to have all of your care kept private and confidential, and to get compassionate, considerate care.
Information and Assistance - You have the right to get accurate, easy-to-understand information, to have this information shared with your designated representative, who is the person you choose to act on your behalf, and to have someone help you make informed health care decisions, that includes it explained to you in a language you understand and in a way that considers and respects your cultural beliefs, values and customs.
Choice of Providers - You have the right to choose a health care provider, including your primary care provider and specialists, from within the PACE program’s network and to get quality health care.
Participate in Treatment Decisions - You have the right to fully participate in all decisions related to your health care. If you cannot fully participate in your treatment decisions or you want to have someone you trust help you, you have the right to choose that person to act on your behalf as your designated representative.
Treatment and Privacy - Participants have the right to receive treatment in a timely manner and to receive emergency services when and where you need them without the PACE organization’s approval. You have a right to have your health information kept private.
At InnovAge, we are always trying to improve our services. If you are not satisfied, we want you to tell us right away.
How to File a Grievance
If you are not happy or satisfied with any of the services offered through InnovAge, you can let any staff person know.
You or your family caregiver can also fill out and submit an InnovAge is Listening Form. Give the form to any employee at your center. You can also have a staff member complete a form for you.
Read this guide for instructions on how to file a grievance, including contact information.
How to File an Appeal
If InnovAge PACE decides not to provide or pay for a service you feel you need, you may ask us change our decision. This is called an appeal. If you wish to file an appeal, we are available to assist you.
Read this guide for instructions on how to file an appeal, including contact information.
Rights and Responsibilities Upon Disenrollment
If you choose to leave the program, read this guide to help you through the process with information and instructions for disenrollment.
How to Appoint a Representative with CMS Form 1696
Send this form to the same location where you are sending (or have already sent) your appeal if you are filing an appeal, grievance or complaint if you are filing a grievance or complaint, or an initial determination or decision if you are requesting an initial determination or decision.
If additional help is needed, contact 1-800-MEDICARE (1-800-633-4227) or your Medicare plan. TTY users please call 1-877-486-2048.
Please note that InnovAge PACE participants must receive all needed healthcare, including primary care and specialist physician services (other than emergency services) from InnovAge or a person or company authorized by InnovAge. InnovAge PACE participants may be fully and personally liable for the costs of any out-of-network services.
Page Updated: 11/15/24