Member Grievances (Complaints)

If you have any questions or concerns about INTotal Health services or network providers and would like to tell us about it, please call Member Services at 1.855.323.5588. You can also file a complaint with the state by calling the Managed Care HelpLine at 1.800.643.2273. To file a complaint about a provider, call the Virginia Department of Health Profession toll free at 1.800.533.1560.
 
You may file a complaint about the quality of your healthcare services with the Virginia Department of Health. Contact the Office of Licensure and Certification at:
 
Office of Licensure and Certification
Virginia Department of Health 9960
Mayland Drive, Suite 401
Richmond, VA 23233-1485
Phone: 1.804.367.2106
Toll free: 1.800.555.1560
Email: MCHIP@vdh.virginia.gov
 

Member Grievance (Complaint) Process

Please call INTotal Health if you need help getting services or have a concern. If we cannot take care of your concern during the call, you may file a grievance. The Grievance Form can be found online at www.intotalhealth.org. If you need help in completing the form, you can contact Member Services. Please include what happened, the date, the people involved, and the best phone number to reach you. Send your form to:
 
INTotal Health
Member Advocate
3190 Fairview Park Drive, Suite 900
Falls Church, VA 22042
 
Within five business days, INTotal Health will send you a letter to let you know that we received your grievance. INTotal Health will look into your grievance when we get it. We will send you a letter within 30 calendar days of when you told us about your grievance. This letter will tell you of our decision.
 
You will not lose your INTotal Health membership or healthcare benefits because you file a complaint.