Your Rights and Responsibilities
Your Rights and Responsibilities
The Massachusetts Behavioral Health Partnership (MBHP) is committed to making sure that all Members know about
their rights and responsibilities and understand that they have the right to file grievances and appeals.
To view your rights and responsibilities as an MBHP Member, click on the link below:
Rights and Responsibilities Statement
If you can't make healthcare decisions for yourself, or you can't communicate because you're sick or injured, you have the right to fill out
a legal document called a Health Care Proxy and pick someone to be your "agent." The agent should be someone close to you who knows your
wishes and will act on your behalf. The Massachusetts Health Care Proxy Law allows every competent adult, 18 years of age or older, to choose
a healthcare agent. However, the agent cannot be someone who works at or is connected to a facility in which you are a patient or resident,
unless the agent is related to you by blood, marriage, or adoption.
Your agent will have the authority to make healthcare decisions on your behalf and can consent to or refuse treatment,
including life-sustaining treatment. Your agent's decisions will be based on how he or she understands your wishes,
including your religious or moral beliefs. If your agent does not know your wishes, your agent will make decisions for you based on what he or
she thinks is in your best interest. It is important for you to discuss your wishes with your agent. Your medical providers will provide
your agent with any medical information necessary to make informed decisions regarding your healthcare.
In order to legally designate an agent to act on your behalf, you will need to complete and sign a Health Care Proxy and give a copy to
your agent and to your doctor. Your doctor will put it in your medical record. The Health Care Proxy must meet the following requirements:
1) Identify you and your agent;
A Health Care Proxy form is available from the Massachusetts Medical Society at www.healthcareproxy.org.
2) Grant authority to the agent to make healthcare
decisions on your behalf;
3) Describe any limitations to this authority; and
4) State that the agent's authority becomes effective
only if you cannot make healthcare decisions
for yourself, as indicated by your doctor in writing.
You have the right to file a complaint with MassHealth if you or your agent believe that your provider is not treating you according to the
terms of your advance directive. To file the complaint, call MassHealth Customer Service Center at
1-800-841-2900 (TTY: 1-800-497-4648 for people who have trouble hearing).
As a Member, you have the right to file a grievance (i.e., complaint) with MBHP if you are not happy with any aspect of MBHP's services or your healthcare provider's services. For example, you may file a grievance if you feel:
To make the grievance, call the MBHP Clinical Access Line at
You weren't treated with respect by MBHP's staff or your healthcare provider;
You couldn't schedule an appointment when you needed it; or
You weren't satisfied with your healthcare services.
1-800-495-0086 (press 1 for the English menu or 2 for the Spanish menu,
then press 4 then 2 to skip prompts) or TTY: 1-800-509-6981. A staff member will review your problem with you and see what can be done about it.
If the staff member is unable to resolve your problem promptly, or within 30 days at the most, then we will talk with you about the options for
resolving your problem.
Our decisions about grievances are final; there are no additional levels of appeal. If you want to send us a written grievance, write us at:
Quality Management Department
Massachusetts Behavioral Health Partnership
100 High Street, 3rd Floor
Boston, MA 02110
You can file an appeal if you think that MBHP made a decision that denied or changed the treatment that you needed.
You can also file an appeal if MBHP chose not to pay your healthcare provider for a service that the provider felt was necessary.
If you don't agree with MBHP's decision about your treatment or the payment for your treatment, you or your representative have 90 days after
the decision has been made to file an appeal. If you want us to continue to pay for a service you are currently receiving, you must file an
appeal within 10 calendar days.
MBHP Internal Appeal Process