{"id":60279,"date":"2026-09-29T17:38:45","date_gmt":"2026-09-29T21:38:45","guid":{"rendered":"https:\/\/vayapartnerst1.wpenginepowered.com\/?page_id=60279"},"modified":"2026-10-01T01:57:16","modified_gmt":"2026-10-01T05:57:16","slug":"grievances","status":"publish","type":"page","link":"https:\/\/vayapartners.org\/es\/tailored-plan\/grievances\/","title":{"rendered":"Plan a medida para resolver los problemas"},"content":{"rendered":"<div>\n<div>\n<p class=\"wp-block-paragraph\">Esperamos que Vaya Partners le preste un buen servicio. Si no est\u00e1 satisfecho o tiene alguna queja, puede hablar con su proveedor o ponerse en contacto con nosotros.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Seg\u00fan el programa Medicaid, una queja se denomina queja. Si nos contacta con una queja, significa que no est\u00e1 satisfecho con Vaya Partners, su proveedor de atenci\u00f3n m\u00e9dica o los servicios de salud que recibe.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La mayor\u00eda de los problemas de este tipo pueden resolverse enseguida. Tanto si resolvemos su problema enseguida como si tenemos que hacer alg\u00fan trabajo, registraremos su llamada, su problema y nuestra soluci\u00f3n. Le informaremos por escrito de que hemos recibido su queja. Tambi\u00e9n le enviaremos una notificaci\u00f3n por escrito cuando hayamos terminado de trabajar en su queja.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Puede pedir a un familiar, un amigo, su proveedor o un representante legal que le ayude con su queja o con el proceso de queja. Deben tener su consentimiento por escrito para presentar una queja en su nombre. Si necesita nuestra ayuda debido a una discapacidad auditiva o visual, o si necesita servicios de traducci\u00f3n o ayuda para rellenar alg\u00fan formulario, podemos ayudarle.<\/p>\n<\/div>\n\n\n\n<div>\n<h3 class=\"gb-text\">\u00bfCu\u00e1les son ejemplos de quejas?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Las reclamaciones pueden referirse a cuestiones como:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>El personal no acude a una cita o llega tarde a una cita<\/li>\n\n\n\n<li>El personal no es respetuoso con usted<\/li>\n\n\n\n<li>Preocupaci\u00f3n por la calidad de la atenci\u00f3n prestada<\/li>\n\n\n\n<li>Falta de acceso a servicios en su lugar de residencia o servicios no permitidos en su plan de prestaciones<\/li>\n\n\n\n<li>Actitud del personal y los proveedores de Vaya Partners<\/li>\n\n\n\n<li>Facturaci\u00f3n y cuestiones financieras<\/li>\n\n\n\n<li>Calidad del consultorio o las instalaciones del m\u00e9dico<\/li>\n\n\n\n<li>Insatisfacci\u00f3n con su gestor asistencial<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div>\n<h2 class=\"gb-headline gb-headline-bc84f802 gb-headline-text\">Reclamaciones contra Medicaid Preguntas y respuestas<\/h2>\n\n\n<div class=\"gb-container gb-container-520a4d72 accordion-wrapper accessible-accordion\" id=\"wrapper-main0125\"><div class=\"gb-inside-container\">\n<div class=\"gb-grid-wrapper gb-grid-wrapper-01541faa\">\n<div class=\"gb-grid-column gb-grid-column-921fc72e\"><div class=\"gb-container gb-container-921fc72e\"><div class=\"gb-inside-container\">\n\r\n\r\n\n\n\n\n    <div class=\"accordion-item-block\"  itemscope itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\">\n        <h2 class=\"accordion-headline\" id=\"heading-acc-1yqspL\">\n            <div class=\"accordion-button-span custom-accordion-trigger\"  itemprop=\"name\" tabindex=\"0\" role=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapse-acc-1yqspL\" aria-expanded=\"false\" aria-controls=\"collapse-acc-1yqspL\">\u00bfC\u00f3mo presento una queja?<\/div>\n        <\/h2>\n        <div id=\"collapse-acc-1yqspL\"  itemscope itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" role=\"region\" class=\"accordion-collapse collapse\" aria-labelledby=\"heading-acc-1yqspL\" data-bs-parent=\"#wrapper-main0125\">\n            <div class=\"accordion-body\"  itemprop=\"text\">\n                <p>Vaya Partners aplica un enfoque de \u201cno hay puerta equivocada\u201d para presentar quejas. Puede presentar una queja de una de las siguientes formas:<\/p>\n<ul>\n<li><strong>POR TEL\u00c9FONO:<\/strong> Llame a los Servicios de Miembros de ACCESS en <a href=\"tel:1-888-235-4673\">1-888-235-4673<\/a> o a nuestro Equipo de Resoluci\u00f3n de Reclamaciones e Incidencias en <a href=\"tel:1-800-893-6246\">1-800-893-6246<\/a>ext. 1600. Tambi\u00e9n puede informar de sus preocupaciones de forma an\u00f3nima a trav\u00e9s de la l\u00ednea directa gratuita de cumplimiento 24\/7 de Vaya Partners en <a href=\"tel:1-866-916-4255\">1-866-916-4255<\/a>.<\/li>\n<li><strong>ONLINE:<\/strong> Visite el portal de cumplimiento de EthicsPoint de Vaya Partners en <a href=\"https:\/\/secure.ethicspoint.com\/domain\/media\/en\/gui\/48873\/index.html\">ethics.com<\/a> (tambi\u00e9n le permite denunciar de forma an\u00f3nima) o presentar una queja a trav\u00e9s de nuestro servicio en l\u00ednea <a href=\"https:\/\/memberportal.vayahealth.com\">MemberCONNECT<\/a><\/li>\n<li><strong>POR CORREO ELECTR\u00d3NICO:<\/strong> <a href=\"mailto:resolutionteam@VayaPartners.org\" target=\"_blank\" rel=\"noopener\">ResolutionTeam@vayapartners.org<\/a><\/li>\n<li><strong>POR CORREO:<\/strong> Escr\u00edbanos a <span class=\"address\" data-no-translation=\"\" data-no-auto-translation=\"\">Vaya Partners, Grievance Resolution and Incident Team, 901 S. New Hope Rd. Gastonia, NC 28054<\/span><\/li>\n<\/ul>\n                \n            <\/div>\n        <\/div>\n    <\/div>\n\n<\/div><\/div><\/div>\n\n<div class=\"gb-grid-column gb-grid-column-bab1929e\"><div class=\"gb-container gb-container-bab1929e\"><div class=\"gb-inside-container\">\n\r\n\r\n\n\n\n\n    <div class=\"accordion-item-block\"  itemscope itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\">\n        <h2 class=\"accordion-headline\" id=\"heading-acc-1HdrNr\">\n            <div class=\"accordion-button-span custom-accordion-trigger\"  itemprop=\"name\" tabindex=\"0\" role=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapse-acc-1HdrNr\" aria-expanded=\"false\" aria-controls=\"collapse-acc-1HdrNr\">\u00bfQu\u00e9 puedo esperar una vez presentada mi queja?<\/div>\n        <\/h2>\n        <div id=\"collapse-acc-1HdrNr\"  itemscope itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" role=\"region\" class=\"accordion-collapse collapse\" aria-labelledby=\"heading-acc-1HdrNr\" data-bs-parent=\"#wrapper-main0125\">\n            <div class=\"accordion-body\"  itemprop=\"text\">\n                <p>Vaya Partners le comunicar\u00e1 por escrito que hemos recibido su queja en los cinco d\u00edas siguientes a su recepci\u00f3n. Revisaremos su queja y le comunicaremos por escrito c\u00f3mo la hemos resuelto en un plazo de 30 d\u00edas. Esto se denomina carta de resoluci\u00f3n.<\/p>\n<p>Este plazo puede prorrogarse 14 d\u00edas naturales si usted lo solicita o si se necesita informaci\u00f3n adicional y el retraso o la pr\u00f3rroga redundan en su beneficio.<\/p>\n<p>Si su queja se refiere a su solicitud de una apelaci\u00f3n acelerada (m\u00e1s r\u00e1pida), le comunicaremos por escrito c\u00f3mo la hemos resuelto en un plazo de cinco d\u00edas a partir de su recepci\u00f3n.<\/p>\n                \n            <\/div>\n        <\/div>\n    <\/div>\n\n<\/div><\/div><\/div>\n\n<div class=\"gb-grid-column gb-grid-column-79133db2\"><div class=\"gb-container gb-container-79133db2\"><div class=\"gb-inside-container\">\n\r\n\r\n\n\n\n\n    <div class=\"accordion-item-block\"  itemscope itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\">\n        <h2 class=\"accordion-headline\" id=\"heading-acc-Z18z6zn\">\n            <div class=\"accordion-button-span custom-accordion-trigger\"  itemprop=\"name\" tabindex=\"0\" role=\"button\" data-bs-toggle=\"collapse\" data-bs-target=\"#collapse-acc-Z18z6zn\" aria-expanded=\"false\" aria-controls=\"collapse-acc-Z18z6zn\">\u00bfY si no estoy satisfecho con la respuesta a mi queja?<\/div>\n        <\/h2>\n        <div id=\"collapse-acc-Z18z6zn\"  itemscope itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" role=\"region\" class=\"accordion-collapse collapse\" aria-labelledby=\"heading-acc-Z18z6zn\" data-bs-parent=\"#wrapper-main0125\">\n            <div class=\"accordion-body\"  itemprop=\"text\">\n                <p>Si no est\u00e1 satisfecho con la forma en que Vaya Partners resolvi\u00f3 su queja, puede presentar una apelaci\u00f3n por escrito a nuestra decisi\u00f3n dentro de los siete d\u00edas naturales siguientes a la fecha de la notificaci\u00f3n de resoluci\u00f3n o elevar su queja al Departamento de Salud y Servicios Humanos de Carolina del Norte, NC Medicaid (Divisi\u00f3n de Beneficios de Salud).<\/p>\n<p>La carta de resoluci\u00f3n incluir\u00e1 informaci\u00f3n sobre c\u00f3mo presentar una apelaci\u00f3n ante Vaya Partners. Puede solicitar una apelaci\u00f3n de varias formas:<\/p>\n<ul>\n<li><strong>POR TEL\u00c9FONO:<\/strong> Llame a la l\u00ednea de atenci\u00f3n a socios y beneficiarios de Vaya Partners al <a href=\"tel:1-888-235-4673\">1-888-235-4673<\/a> o el Equipo de Resoluci\u00f3n de Reclamaciones e Incidencias de Vaya Partners en <a href=\"tel:1-800-893-6246\">1-800-893-6246<\/a>ext. 1600<\/li>\n<li><strong>POR CORREO ELECTR\u00d3NICO<\/strong>: <a href=\"mailto:resolutionteam@vayapartners.org\" target=\"_blank\" rel=\"noopener\">ResolutionTeam@vayapartners.org<\/a><\/li>\n<li><strong>POR FAX:<\/strong> <a href=\"tel:704-884-2713\">1-704-884-2713<\/a><\/li>\n<li><strong>POR CORREO: <\/strong>Escriba a <span class=\"address\" data-no-translation=\"\" data-no-auto-translation=\"\">Vaya Partners, Attn: Grievance Resolution and Incident Team, 901 S. New Hope Rd. Gastonia, NC 28054<\/span><\/li>\n<li><strong>EN PERSONA:<\/strong> Puede entregar personalmente la solicitud de apelaci\u00f3n en la oficina administrativa de Vaya Partners en la direcci\u00f3n 901 S. New Hope Rd., Gastonia, NC 28054.<\/li>\n<\/ul>\n<p>La solicitud de reconsideraci\u00f3n ser\u00e1 revisada dentro de los 21 d\u00edas naturales siguientes a la fecha en que Vaya Partners reciba su solicitud. Una vez se haya tomado una decisi\u00f3n, Vaya Partners le enviar\u00e1 un aviso de resoluci\u00f3n de la solicitud por escrito, en el que se le informar\u00e1 de nuestra decisi\u00f3n final. Tras esta revisi\u00f3n, no se podr\u00e1 presentar ninguna otra solicitud de reconsideraci\u00f3n ante Vaya Partners.<\/p>\n<p>Para obtener m\u00e1s informaci\u00f3n sobre c\u00f3mo elevar su apelaci\u00f3n a Medicaid de Carolina del Norte, puede ponerse en contacto con el Defensor del Pueblo de Medicaid de Carolina del Norte en la siguiente direcci\u00f3n <a href=\"tel:877-201-3750\">1-877-201-3750<\/a> de 8.00 a 17.00 horas, de lunes a viernes, excepto los d\u00edas festivos estatales.<\/p>\n                \n            <\/div>\n        <\/div>\n    <\/div>\n\n<\/div><\/div><\/div>\n<\/div>\n<\/div><\/div><\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>We hope Vaya Partners serves you well. If you are unhappy or have a complaint, you may talk with your provider or contact us. Under Medicaid, a complaint is called [&hellip;]<\/p>\n","protected":false},"author":62,"featured_media":48606,"parent":51634,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"breadcrumbs","meta":{"_tec_requires_first_save":true,"_price":"","_stock":"","_tribe_ticket_header":"","_tribe_default_ticket_provider":"","_tribe_ticket_capacity":"0","_ticket_start_date":"","_ticket_end_date":"","_tribe_ticket_show_description":"","_tribe_ticket_show_not_going":false,"_tribe_ticket_use_global_stock":"","_tribe_ticket_global_stock_level":"","_global_stock_mode":"","_global_stock_cap":"","_tribe_rsvp_for_event":"","_tribe_ticket_going_count":"","_tribe_ticket_not_going_count":"","_tribe_tickets_list":"[]","_tribe_ticket_has_attendee_info_fields":false,"_EventAllDay":false,"_EventTimezone":"","_EventStartDate":"","_EventEndDate":"","_EventStartDateUTC":"","_EventEndDateUTC":"","_EventShowMap":false,"_EventShowMapLink":false,"_EventURL":"","_EventCost":"","_EventCostDescription":"","_EventCurrencySymbol":"","_EventCurrencyCode":"","_EventCurrencyPosition":"","_EventDateTimeSeparator":"","_EventTimeRangeSeparator":"","_EventOrganizerID":[],"_EventVenueID":[],"_OrganizerEmail":"","_OrganizerPhone":"","_OrganizerWebsite":"","_VenueAddress":"","_VenueCity":"","_VenueCountry":"","_VenueProvince":"","_VenueState":"","_VenueZip":"","_VenuePhone":"","_VenueURL":"","_VenueStateProvince":"","_VenueLat":"","_VenueLng":"","_VenueShowMap":false,"_VenueShowMapLink":false,"_tribe_blocks_recurrence_rules":"","_tribe_blocks_recurrence_description":"","_tribe_blocks_recurrence_exclusions":"","banner-text":"","banner-text-color":"","button-text":"","button-text-color":"","button-link":"","has-button-icon":"","background-color":"","has-background-icon":"","background-icon-color":"","second-featured-image":"","footnotes":""},"class_list":["post-60279","page","type-page","status-publish","has-post-thumbnail","hentry"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- 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