Cambridge Health Alliance (CHA) is part of a provider organization that is certified as a "risk-bearing provider organization" (RBPO) by the Massachusetts Division of Insurance. An RBPO is a group of health care providers that work together to coordinate your care and enter into financial agreements with insurance companies to do so. CHA is participating in an RBPO that is called the CHA Accountable Care Organization (ACO).
Per regulatory guidelines and as part of CHA's commitment to our patients, we have established a process for you or your authorized representative (such as a spouse, family member, friend, attorney or legal guardian) to make a complaint about issues like referrals, timely access to treatment or services or other concerns about limitations of care.
To ask about this appeals process or to file a complaint, please contact our Patient Relations Department.
You can contact our Patient Relations Department in the following ways:
To file a complaint by phone: 617-665-1398
To file a complaint in writing:
Cambridge Health Alliance
Patient Relations Department
1493 Cambridge Street
Cambridge, MA 02139
Fax: 617-591-4490
To file a complaint online: Click on "Contact CHA" in the navigation menu in the upper right and fill out our contact form. Or send an email to webmaster@challiance.org.
We will give you a written answer to your pre-service and post-service complaint/appeals in fourteen (14) business days. If your complaint involves urgent medical needs, we will give you a written answer in three (3) days.
For more information or questions, call 617-665-1398.
For more information on your right to make a complaint, contact the Massachusetts Office of Patient Protection at 800-436-7757.