Complaints and Appeals

What should I do if I have a complaint? Who do I call?

If you have a complaint (grievance) or problem with Bridgeway, a provider, or a concern about the quality of care or services you have received, please call Member Services at 1-866-475-3129 (TTY/TDD 711). We will do our best to answer your questions or help you solve your problem. You or your authorized representative may file a grievance either orally or in writing. Bridgeway will notify the member or authorized representative that the grievance has been received in writing within ten (10) business days of receipt of the grievance. You may also submit your complaint in writing to:

Bridgeway Health Solutions
Grievance and Appeals Department
1850 W. Rio Salado Parkway
Suite 201
Tempe, AZ 85281

Make sure you include:

  • Information telling us why you are not happy
  • Your first name, last name and AHCCCS ID number
  • Your mailing address and telephone number
  • What you would like to see happen

If you would like a written response to your grievance, please let Member Services or your Case Manager know.

Filing a grievance will not affect your health care services. We want to know your concerns so we can improve our services to you. You can call Member Services for help with problems with authorizations, covered services, payment for services or the quality of the services you are receiving. If you call to report a complaint that is not about quality of care, we will try to solve it right away and tell you the result right then if we can.

Can someone from Bridgeway help me file a complaint?
Yes, Bridgeway Member Services can help you file a complaint.

What are the requirements and timeframes for filing a complaint?
You can file a complaint at any time. A complaint may be filed over the phone, by mail, or online at www.bridgewayhs.com.

How long will it take to process my complaint?
Bridgeway will notify you or your authorized representative that the grievance has been received in writing within ten (10) business days of receipt of the grievance. 

Bridgeway will respond to all issues raised by members within 90 calendar days of receipt of the grievance. Should Bridgeway or the member request additional time to resolve the grievance, Bridgeway will extend the resolution timeframe to 14 additional calendar days for resolution of the grievance.