Your Rights and Responsibilities

Dean Health Plan (DHP) health management systems include prevention and disease management initiatives. They are intended to help members better understand their condition, provide self-care tips, and give updates and new information about diseases and preventive care.

We identify members who are eligible for these programs by analyzing claims submitted by physicians. All eligible DHP members are then automatically enrolled in the appropriate programs, with the exception of our pregnancy program.

Members participating in disease management programs have certain rights that are specific to the services they receive. Members also have the responsibility to cooperate with practitioners who assist them with chronic disease management. Here is a list of your rights:

• Upon request, you may have access to information about DHP’s disease management programs and services, including those provided by a vendor; its staff and its staff’s qualifications; and any contractual relationships.
• You may decline participation or opt out of disease management programs.
• You have the right to know which staff members are responsible for managing your disease management services and from whom to request a staff change.
• You will receive support from DHP in making decisions with your treating physicians and healthcare professionals.
• You have a right to information, in an understandable form, about all disease management–related treatment options included in clinical practice guidelines and whether they are covered under your plan. You are encouraged to discuss treatment options with your practitioners.
• Your personal identifiable data and medical information will be kept confidential in accordance with applicable laws. You have a right to know who has access to your information and what procedures are in place to ensure your privacy and confidentiality.
• You will be treated privately and with courtesy and respect.
• If you have a problem with any service, physician or healthcare professional or with DHP, you have a right to file a complaint or grievance according to the procedures set forth in the appropriate benefits plan documents. This includes knowing what the time frames are for responding to and resolving any issues and complaints. Call the number on the back of your DHP ID card.
• You may have DHP act as a patient advocate.

Participation in any of our health programs is voluntary. If at any time you feel that you have been incorrectly identified as having a certain condition or wish to stop participating, please call us at 800-279-1301.

DHP does not provide medical treatment or advice. Please do not contact DHP regarding medical questions. If you have a medical question, contact your physician. In the event of an emergency, go to your nearest emergency room.

DHP develops and manages disease management programs for the benefit of its members and the health plans it administers. These programs are not supported with outside funds, although, in some cases, we have received permission to use educational materials or other in-kind member-oriented products that have been provided by nonprofit organizations or pharmaceutical manufacturers. DHP may recommend certain products because they are the most cost-effective options based on your benefits.

Do You Have Special Concerns?

If you have special language or physical needs related to our health management programs, please call us toll-free at 800-279-1301. For TTY/TDD, call 877-733-6456, Monday to Friday, from 8 a.m. to 5 p.m.

You can access a copy of your rights and responsibilities anytime at www.deancare.com.

Back to Top