Customer
Service

Member Satisfaction Procedure

Midwestern Dental Plans considers patient satisfaction with the dental care they receive one of the most important aspects of our dental program and the key to the success of your continued dental health. That is precisely why the plan has incorporated a formal Satisfaction and Grievance procedure as a component of the Dental Service Agreement.

For questions and concerns relating to the dental center, the dental office visited should be notified first. Often the Office Manager or the Dental Director can resolve the problem promptly. If the Plan Member has discussed the problem with the appropriate personnel at the Dental Center level and is still not satisfied with the resolution, the Plan Member should contact the Plan Patient Service Representative at 1-800-544-6374.

The Patient Service Representative can be contacted by calling the Plan during regular business hours. The Patient Service Representative will analyze and as necessary, research the inquiry and provide you with an answer as quickly as possible. If you do not choose to call, you may write to the Plan at the following address: Midwestern Dental Plans, Inc., 5050 Schaefer Road, Dearborn, MI. 48126. Patient Service Phone Number 1-800-544-6374 or 1-313-581-6824; FAX number 1-313-581-6827.

In cases where the Plan Member’s inquiry cannot be answered immediately, the Patient Service Representative will fully investigate the complaint and respond to the Member within twelve calendar days of receipt. If the matter is still not resolved to the Plan Member’s satisfaction, the Plan Member has the right to grieve through a formalized appeals process outlined in the Plan’s Grievance Procedure. Receipt of a request commences the Grievance Process and is subject to a thirty-five day calendar time frame. The time frame may be totaled for any period of time the insured or enrollees is permitted to take under procedure and for a period that shall not exceed ten business days if the Plan has not received information from a health care facility or health professional.

If you wish to proceed with the formalized Grievance Process please forward your issue in writing. Mail it to: Attention Patient Services Manager, Midwestern Dental Plans, Inc., 5050 Schaefer Road, Dearborn, MI. 48126. To request a copy of the Midwestern Dental Plans Grievance Process call 1-800-544-6374 or 1-313-581-6824

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