Your Medicaid complaints, grievances and appeals in Kentucky

If you have a problem or concern with your care or our services, you have the right to file a complaint. A complaint is the first part of the grievance process. Some examples of complaints and grievances are:

• You have a problem with the quality of your care
• Wait times are too long
• Your doctors or the doctor’s staff behave badly
• You can’t reach someone by phone
• You can’t get the information you need
• A doctor’s office is not clean
• You can’t find a doctor in your area
• You can’t get your medicine

You can file an appeal when you do not agree with our decision to:

• Change, suspend or reduce a service
• Stop or deny a service
• Deny payment for services provided

You can file a complaint, grievance or appeal by:

• Phone. Call Member Services at (800) 578-0603 (TTY/TDD: 711) Monday – Friday 7 a.m. – 7 p.m. EST.
• Fill out an appeal/grievance request form and email, fax or mail it to:

Email: MHK_Enrollee_GnA@molinahealthcare.com

Fax: 833-415-0673

Mail: Passport by Molina Healthcare
Attn: Appeals & Grievances Department
P.O. Box 36030
Louisville, KY 40233-6030

Be sure to include the following information:

• Your first and last name
• Your Passport ID number (on the front of your member ID card)
• Your address and telephone number
• A description of the issue

If you wish to talk in your own language, a translator can help you file the request. This service is offered at no cost to you.

If you want a family member or your doctor to file a complaint, grievance or appeal for you, we need your written permission.

For more information, check your Member Handbook 

Plan features

• Read your Member Handbook 

It explains covered services, programs, rewards and how to use your benefits. Keep it handy when you need care.

Helpful resources

• My Molina Portal
• Benefits and services
• Drug coverage