Presbyterian Senior Care (HMO) and Presbyterian MediCare PPO | Summer 2019 | Your Story 3 Introducing PRESNow Urgent Care or ER? Now you don’t have to decide. Presbyterian Health Plan members now have a new choice for medical care. Presbyterian is proud to introduce PRESNow 24/7 Urgent & Emergency Care, Albuquerque’s only 24/7 urgent care and emergency care under one roof. With PRESNow, located at 6400 Paseo del Norte NE in Albuquerque, you don’t have to guess if it’s an emergency because our medical staff will decide the level of care you need. Each patient is looked at by a clinician and treated for their condition. Our goal is to make care more affordable by avoiding the higher costs of emergency care if patients can be appropriately treated with urgent care. Our staff has board-certified physicians and advanced practice clinicians. We also have on-site laboratory and radiology services, so you can access care when you need it most. Walk-in patients are welcome, and appointments are not necessary. We are open 24 hours a day. Visit to learn more. A second location is planned for the westside of Albuquerque in fall 2019. Listening and responding We’re committed to providing you high-quality care and service. If you’re not happy with our care and service, we want to know. Some problems call for formal attention. In those cases, you have a right to file a grievance, a complaint, or an appeal. • Complaint (also referred to as grievance): If you have a complaint about care or services you receive, you can file a grievance. • Appeal: If we deny a request for service or care and you do not agree, you can file an appeal. If you have a concern, the first thing to do is contact the Presbyterian Customer Service Center. The numbers are listed on your member ID card, in your Evidence of Coverage, and in this newsletter. If we can’t resolve your concern, you can ask to speak to a Presbyterian Grievance Coordinator. You may also write to the Grievance Coordinator for written details about our procedures or your concerns. Grievance Coordinator 9521 San Mateo Blvd. NE Albuquerque, NM 87113 Presbyterian’s translation and interpretation services Communication is important to you and to us. That’s why we offer translation services if you need them. We want you to have the information in the language or format you use so you can take charge of your own healthcare. We have bilingual staff and certified translator services. These services are available to help you talk with providers, nurses, caregivers, learn about your health plan, and much more. Our translation and interpreter services include: • Language translation • Written materials translation • Telephonic interpreters • In-person interpreters • American Sign Language interpreters • Video remote interpreters It’s easy to request these services. Ask for them at any of Presbyterian’s clinics or hospitals. You can also call the Presbyterian Customer Service Center at the number on your member ID card.