SECTION MR - MEMBERSHIP RIGHTS AND RESPONSIBILITIES. If a Member has questions, suggestions, problems, or concerns regarding benefits or services rendered, the HMO is ready to assist. Members should call Keystone’s Customer Service Department at the telephone number shown on their ID Card. A Keystone Representative will respond to any inquiry promptly. MEMBER RIGHTS Members have a right: To be treated with respect and recognition of their dignity and right to privacy at all times, to receive considerate and respectful care regardless of religion, race, color, national origin, age, sex, gender identity or sexual orientation, health status, or financial status. To receive information about Keystone, its services, its contracted practitioners and providers (including information regarding a provider’s qualifications, such as medical school attended, residency completed, or board certification status), and Member rights and responsibilities. Members can call Customer Service to obtain this information. To make recommendations to the list of Member rights and responsibilities. To have Keystone Member literature and material for the Member’s use, written in a manner which truthfully and accurately provides relevant information that is easily understood. To know the name, professional status, and function of those involved in their care. To obtain from their physician complete current information concerning their diagnosis, treatment, and prognosis in terms they can reasonably understand, unless it is not medically advisable to provide such information. To candid discussion of appropriate or Medically Necessary treatment options for their condition, regardless of cost or benefit coverage. To participate with practitioners in decision making regarding their health care. To know what procedure and treatment will be used so that when they give consent to treatment, it is truly informed consent. Members should be informed of any side effects or complications that may arise from proposed procedures and treatment in addition to possible alternative procedures. Their physician is responsible for providing them with information they can understand. To be advised if any experimentation or research program is proposed in their case and of their right to refuse participation. To refuse any drugs, treatment, or other procedure offered to them to the extent permitted by law and to be informed by their physician of the medical consequences of such refusal. To all information contained in their medical rec...
