We are committed to treating you in a manner that respects your rights. We also have expectations about your responsibilities. Please read the statements below to become familiar with this policy.

• Members have a right to receive information about the organization, its services, its practitioners and providers, and members' rights and responsibilities.
• Members have a right to be treated with respect and recognition of their dignity and right to privacy.
• Members have a right to participate with practitioners in making decisions about their health care.
• Members have a right to a candid discussion of appropriate or medically necessary treatment options for their conditions, regardless of cost or benefit coverage.
• Members have a right to make recommendations regarding the organization's members' rights and responsibilities policies.
• Members have a right to voice complaints or appeals about the organization or the care it provides.

• Members have a responsibility to supply information (to the extent possible), that the organization and its practitioners and providers need in order to care.
• Members have a responsibility to follow plans and instructions for care that they have agreed on with their practitioners.
• Members have a responsibility to understand their health problems and participate in developing mutually agreed upon treatment goals to the degree possible.

• Understanding your values/concerns;
• The initial and primary care you receive;
• Discussing all health care recommendations with you;
• Maintaining the continuity of your care;
• Initiating appropriate referrals to a specialist or other provider in accordance with your OSF HealthPlans Evidence of Coverage.

• Contact OSF HealthPlans Member Services Department.
• Your change will be accepted by phone or fax. If we receive the change by the 15th of the month, it will be effective the 1st of the following month. If received after the 15th, there will be a month in between.

• Call your Primary Care Physician (PCP) for an appointment.
• Tell your PCP's office you are an OSF HealthPlans member.
• Upon arrival at your PCP's office, show your OSF HealthPlans ID card.
• You are responsible for your office visit copayment at the time of your visit. The copayment amount is listed on your OSF HealthPlans ID card.