Filing a Grievance
Grievance Process
Sunflower Health Plan wants to help you with any problems or concerns you have. If you’re unhappy with something, you can file a grievance to tell us you’re not satisfied.
These are examples of reasons you might file a grievance:
- There was a problem with your care or services.
- A provider or employee was rude to you.
- We did not respect your rights.
Grievance Basics
- Filing a grievance won’t affect your care or how we treat you.
- You cannot file grievances about Value-Added Benefits.
- You can file a grievance by phone or in writing. There is no deadline for filing.
- To help us review your grievance, please give us:
- Your first and last name.
- Your Medicaid ID.
- Your phone number.
- Details of the issue.
- What you want us to do to fix the problem.
- Someone else can file a grievance for you if you sign a permission form. Get this form from Customer Service or the Sunflower website. Fill it out and return it by mail or fax..
- Send any supporting documents to Sunflower by mail or fax.
- You can ask for the documents we used to decide on your grievance.
- Sunflower will help filling out any forms needed.
- The KanCare Ombudsman can help with:
- Your rights and responsibilities.
- Problems with Sunflower.
- Issues with getting the care you need.
- Rights violations.
- Visit the KanCare Ombudsman website for more information..
- Urgent grievances will be resolved in 72 hours. Non-urgent grievances will be handled in 30 calendar days.
Sunflower wants to fix your concerns quickly. If we cannot solve your concern in 30 calendar days, we can ask for up to 14 extra calendar days to gather more information to help you. If we need extra time, we will call and send you a letter explaining why. You can also ask for more time. To ask for more time, let us know at least two business days before the 30-day deadline.
Grievance Process Timeline
- File a Grievance: Call Customer Service or send a fax or letter to Sunflower.
- Acknowledge Receipt: Sunflower will send a letter within 10 calendar days of receipt of the grievance to confirm we got your grievance, unless it was resolved on the same day.
- Resolve the Grievance: Sunflower will send you a notice of our decision within 30 calendar days of receipt of the grievance.
Where to Send Your Grievance
To file a grievance, please contact us at:
Sunflower Health Plan
Appeals & Grievances Department
8325 Lenexa Dr., Suite 410
Lenexa, KS 66214
Toll-free phone: 1-877-644-4623, TTY 711
(Interpretive services can also be made available upon request.)
Fax: 1-888-453-4755