Health TALK. Take the first step. Baby Blocks. Healthy pregnancies = healthy babies. The Key to a good life is a great plan

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1 Winter 2014 The Key to a good life is a great plan Health TALK Baby Blocks Pregnant members can earn great rewards with Baby Blocks. Join Baby Blocks and get a $20 gift card or a cool diaper bag. Stay with the program until your baby is 15 months old. Earn up to eight rewards in all. Get rewarded. Call toll-free or visit UHCBabyBlocks.com to sign up for Baby Blocks. Take the first step Healthy pregnancies = healthy babies If you re pregnant, Healthy First Steps can help. Whether you re expecting your first baby or your third, get personal support every step of the way. When you join, you ll work with a team to help you: choose a provider for you and your baby. schedule provider visits and find a ride to visits. answer questions about what to expect during pregnancy. connect with local resources like Women, Infants, and Children (WIC). We re also available for up to six weeks after delivery. We can help you get care after your baby is born. We ll even make your postpartum appointment for you. PRSRT STD U.S. Postage PAID United Health Group UnitedHealthcare Community Plan 8 Cadillac Drive, Suite 100 Brentwood, TN Join today. Call (TTY 711) toll-free, Monday through Friday, 8 a.m. to 5 p.m. Central time. Healthy First Steps is already part of your benefits. There s no extra cost to you. AMC-029-TN-CAID

2 Baby basics 5 reasons to vaccinate your child Years ago, many children suffered or even died from common diseases. Today, those diseases are rare. This is because children now get vaccines to keep them healthy. If children do not get their shots on time, they are at risk for these diseases. There are many reasons to vaccinate: 1. These diseases are still around. Kids can still get them. For example, whooping cough outbreaks have been reported recently. 2. Diseases can cross borders easily. Some diseases we immunize for are still common in other countries. Travelers can bring them to your community. 3. Vaccines are safe. They have been tested. Studies show they do not cause autism or other conditions. 4. They mean less missed work and school. Healthy kids can go to school or day care. Their parents can go to work. 5. They protect your family, friends and community. When more people are vaccinated, everyone is safer. Keep track. Keep a record of what shots your child gets and when. Share it with any new providers you see. Need to find a provider for your child? Visit UHCCommunity Plan.com. Ask Dr. Health E. Hound Q: Could my child have asthma? A: Asthma usually begins before a child turns 5 years old. Kids with asthma may wheeze or cough, even when they don t have a cold. They may have trouble breathing sometimes. They may get a lot of lung infections. They may have other allergies, including skin allergies. They may have a parent with asthma. If your child has these signs or risk factors, talk to his or her care provider about asthma. If your child has asthma, it s important to learn how to manage it. You will need to give him or her medication as directed. You will also need to avoid things that make his or her asthma worse. You will learn how to tell when your child s asthma is flaring up, and when he or she needs emergency care. It s also important to keep all followup appointments with your child s provider. Checkups keep your kids healthy To keep kids healthy, they need routine preventive screenings (TENNderCare). This helps make sure they are growing normally. It is also the time to get the vaccines they need to prevent illness. Vaccines are among the safest and most cost-effective ways to prevent disease. Protecting your child from these diseases will help keep them healthy and in school. At your child s next screening, make sure they get the vaccines they need when they need them. 2 HEALTH TALK

3 Leave lead behind Lead poisoning is completely preventable. Protecting children from lead exposure is important for lifelong good health. Even low levels of lead in blood have been shown to affect: intelligence. grades in school. ability to pay attention. It s important to prevent lead exposure before it occurs. The most common sources of lead exposure for children are chips and particles of old lead paint. If you think your child has been exposed to lead, contact your child s PCP. The PCP can perform a blood test to see if your child has an elevated blood lead level. This is the only way you can tell if your child has an elevated lead level. Most children with elevated blood lead levels have no symptoms. The doctor can recommend treatment if your child has been exposed to lead. One size does not fit all Make a plan for ADHD treatment. Does your child have attention deficit/hyperactivity disorder (ADHD)? Is he or she taking medicine for ADHD? If so, it is important to make and keep appointments with his or her doctor. A one-size-fits-all plan does not work for children with ADHD. What works for one child may not work for another. The child, the family and the doctor should talk about it and make a plan for treatment. If medicine is used, the doctor prescribes it. A child who takes medicine must be seen by the doctor to make sure he or she is getting the right medicine and the right dose. This will happen in a follow-up visit. Follow-up visits should happen within 30 days after the first ADHD visit and then at least two more times in the next nine months. Follow-up visits help doctors see if the medicine is helping. Vaccines for teens HPV is short for human papilloma virus. There is a lifesaving vaccine that protects against cervical and anal cancers and other diseases caused by HPV. Preteens and teens (boys and girls) need the HPV vaccine. It can prevent HPV-associated cancers later. winter

4 Your best shot Vaccines are not just for kids. Many adults don t realize they still need protection from preventable diseases. Vaccines help to prevent those diseases. Vaccines are not just for kids. Adults need them, too. They protect you and your loved ones. Even healthy adults can become seriously ill. They can pass illness on to others. Vaccines are especially important for older adults. Vaccines are also very important for those who have a chronic condition such as: asthma COPD diabetes heart disease Vaccines are also important for anyone who is in close contact with the very young or the very old. Or for anyone who is around people with weakened immune systems or those who cannot be vaccinated. The vaccines adults need change as they grow older. Everyone age 6 months and older should have a flu shot every year. And every adult should get the Tdap vaccine once. This protects against pertussis (whooping cough) and other diseases. Then a Td (tetanus, diphtheria) booster is given every 10 years. Other vaccines for adults include shingles, pneumococcal, hepatitis and HPV. These depend on your age, occupation, travel, risk factors and health status. Need a PCP? Ask your PCP about vaccines. If you need to find a new PCP, visit UHCCommunityPlan.com. Use our online provider directory to search for the right provider for you. Pregnant? Protect yourself and your baby. Talk to your doctor about these shots that are important for pregnant women: TDAP: It protects you and your baby against whooping cough and two other serious illnesses. Whooping cough is very catching. You wouldn t want to pass it along to your baby. FLU: No one wants the flu. But if you re pregnant, it can be very harmful. Fluoride for kids Fluoride is natural. It can be found in the earth s crust and water. Our bodies need it to grow and develop properly. Fluoride is also good for your teeth. Fluoride helps your teeth when they are growing. Your dentist can help determine how much fluoride is needed to keep your teeth strong and prevent cavities. Years ago, scientists discovered that in areas where fluoride was naturally in the drinking water, kids had fewer cavities. Most communities put fluoride in their water supplies to protect against cavities. The good news is that you can protect your teeth with fluoride. So how do you get your fluoride? fluoride toothpaste fluoride mouthwash topical fluoride applied by your dentist drinking water with fluoride in it supplements if your drinking water does not have fluoride in it and your dentist recommends them Children on the TennCare dental plan have dental services until they reach the age of 21. These services include regular six-month checkups at no charge, fluoride treatments and sealants. Need a dentist? If you need help finding a dentist, call Denta- Quest at (TTY ) or visit Denta Quest.com. 4 HEALTH TALK

5 A healthier you UnitedHealthcare Community Plan knows that good health starts with prevention. We encourage you to play an active role in your health care. Take the time to get the recommended preventive screenings. Please call your personal doctor today. Make an appointment for your routine health screening. If you need help, please call Tobacco kills Here s how you can quit. Tobacco use and health do not go together. It s well known that tobacco is bad for your health. Tobacco contains nicotine, a highly addictive drug. It causes many serious diseases later in life. Every year in the U.S., more than 392,000 people die from tobacco-caused disease. This makes it the leading cause of preventable death. In addition, secondhand smoke is also a serious health hazard for people of all ages. Many die each year just from exposure. Nearly all tobacco use begins during youth and young adulthood. If you don t smoke, don t start! Prevention is critical. If you do smoke, here are some steps to help you quit: 1. Set a date. 2. Get help. 3. Swap habits. 4. Distract yourself. 5. Take it one day at a time. 6. Reward yourself. Smoking harms you and everyone around you. Say no and stay tobacco free! Get help online. American Lung Association offers a program to help you quit! Visit lung.org/stop-smoking to participate in the free program. You can also download a free app for iphones at apps.usa.gov/quitstart.shtml that will help you quit smoking. Take care Your primary care provider (PCP) is the best person to help you when you are sick or injured. Your PCP knows you and your medical history. He or she has your medical records. Call your PCP s office first when you need care. You might get an appointment for later that day. Your PCP could call in a prescription to your drugstore. You can even call at night or on weekends. Your PCP may tell you to go to an urgent care center. You may also go to one if you can t reach your PCP. Many urgent care centers are open at night and on weekends. Hospital emergency rooms are for major medical emergencies only. Go to one only when you think your illness or injury could result in death or disability if not treated right away. Get advice. UnitedHealthcare has a 24/7 NurseLine. You can talk to a nurse, day or night, who can help you decide the best place to get care. Call NurseLine tollfree 24/7 at (TTY 711). winter

6 Know the connection Diabetes and schizophrenia can strike together. If you are diagnosed with schizophrenia, you may be at risk of getting diabetes, or may already have diabetes. It is important that you work closely with your mental health provider and primary care provider (PCP) to check your medications and blood levels. Over time, diabetes can cause damage to your body. Having regular checkups with your PCP is very important. If you have diabetes, there are many things you can do to improve your health: One day at a time Taking control Living with a chronic condition can be overwhelming. You may have to see your doctor more often. You may take several medications. You may even feel like you have no control over your condition. The good news is that you can make a difference in your health! The best way for you to begin is by setting small goals to improve and understand your health. Start by making sure that you understand your condition. Talk to your health care providers and ask them questions. Ask them what you can do to help yourself. Will it help if you lose weight? Does smoking make your condition worse? How do medications impact your condition? We can help with all of these things. When you start to set your goals, it is OK to start small. By starting with goals that are easy to achieve, you will set yourself up for success. Once you get past the small things, you can move on to larger goals. Dealing with health problems can be hard. It is normal to feel sad or down at times. To make dealing with your chronic condition easier, start by focusing on one day at a time. Try these tips to help keep you stay emotionally healthy: KEEP BUSY: If you stay busy doing things that you enjoy, it will help your mood. DON T WITHDRAW: Friends and family can help provide support. Try not to shut these people out, even if you do not always want to talk to them. ASK QUESTIONS: The unknown can be scary. Talk to your health care team if you have questions. The more you know, the less scary it may seem. GET SUPPORT: Sometimes it easier to talk to people who know what you are going through. Look for a support group that you can join. Let us help. Please remember that we want to help you with your goals. If you would like to work with a health coach to reach your goals, call us at (TTY 711). 6 HEALTH TALK

7 Have an HbA1c test two times a year. Have an LDL-C test at least once a year. See an eye doctor for a retinal eye exam once a year. See your PCP at least four times a year. Check your blood sugars often. Check your feet every day for cuts and sores. Check your weight often. Exercise often. Have your blood pressure checked at each health care appointment. Don t smoke or drink alcohol. Review your medications with your PCP and mental health care providers often. Not sure? If you are not sure if you have diabetes, talk to your case manager, nurse practitioner or psychiatrist. Make an appointment or ask them to help you make an appointment for you to see your PCP as soon as possible. Stop signs Getting help for alcohol and drug problems Getting treatment for substance abuse can help you have a better life. Help for you or someone you love can start with talking to a doctor, nurse or counselor. What you tell your provider about substance use is private. It is protected under the law. Here s how to start your recovery: Get help right away. See your doctor, nurse or counselor within 14 days. Go two more times within 30 days. Take an active role. Keep your appointments. Ask questions. Ask your providers to work together. Find the right program. There are many kinds of help available. Make sure the program feels right for you. Get help from your family and friends. Don t try to get better by yourself. Having people you can turn to for support and advice can help. Add a support group. Talking with others who have been there is very helpful. There are many types of online and in-person groups. Learn more. Visit LiveAndWorkWell.com for more information. Need help finding a counselor or program? Call Customer Services toll-free at (TTY 711). SCHIZOPHRENIA Treatment tips Many people with schizophrenia require medication for a long period of time. You may need it for life. It s important to find the right medication plan. Medication should keep the symptoms of the illness under control. It should also have few side effects. It is important to take medications exactly as directed. Otherwise, your symptoms could get worse. Medications affect people differently. There is no way to know ahead of time how helpful one medication will be. It is also not known what amount will be most effective for you. Side effects vary by person. It s often a trial-and-error process to find the correct medication and dosage. Sometimes people need to try a few different medicines before finding the ones that work best. It can also take some time to feel the full effects of the medication. There are often some symptoms that will reduce within a couple of days. But there may be symptoms that take weeks or even months to improve. In many cases, symptoms overall should greatly improve after about six weeks. If this does not happen, call your doctor. Ask to review your medication plan. Adjustments can be made if needed. If you are bothered by the side effects of your medication, contact your doctor. Changing the medication, adjusting the dose or even adding another medication can help manage the side effects. It can also be useful for you (and maybe your family) to take part in some other forms of therapy. Therapy can teach you and your loved ones: that schizophrenia is a biological illness and not anyone s fault. how to keep your condition from getting worse. ways to deal with your symptoms so that they are less stressful. winter

8 Quality counts Review our 2013 QM program results. United Healthcare Community Plan wants you to get the best care and service. That s why we have a Quality Management (QM) program. Our QM program helps us learn what we can do better. Then we use it to improve. Our QM program has several member health programs. These programs: help people with health conditions like asthma, diabetes, heart disease, depression, bipolar disorder and schizophrenia. improve patient safety. help pregnant women have healthy babies. make sure doctors and other health care professionals meet our standards. help people stay healthy with shots, screenings and tests. make sure members are happy with the plan. We use national standards to see how well our QM program works. The National Committee for Quality Assurance (NCQA) writes the standards. NCQA is an independent agency. It compares the quality programs of health plans. We measure our progress meeting our goals using NCQA s: Healthcare Effectiveness Consumer Assessment of Data and Information Set (HEDIS ) Healthcare Providers & Systems (CAHPS ) Have it all. If you would like to know more about our quality health programs, visit UHCCommunity Plan.com. Choose Health Programs for your area. A paper copy of our QM program description is available upon request. Please call Customer Services at (TTY 711) for a copy. What do you think? In a few weeks, you may get a survey in the mail. It asks how happy you are with UnitedHealthcare Community Plan. If you get a survey, please fill it out and mail it back. Your answers will be private. Your opinion helps us make the health plan better. 8 HEALTH TALK

9 Scorecard HEDIS and CAHPS results are given in a national report card. Below you will find our 2013 TennCare HEDIS and CAHPS highlights. The right column compares our results to national averages: 2013 Adult CAHPS Highlights United HealthCare United HealthCare United HealthCare Community Plan Community Plan Community Plan MEASURE Middle TN East TN West TN National Average** Rating of Health Plan* 57% 61% 56% 57% Rating of Personal Doctor* 59% 64% 61% 63% Rating of All Health Care* 48% 52% 49% 51% Rating of Specialist* 66% 67% 69% 64% How Well Doctors Communicate 90% 91% 88% 89% 2013 Child CAHPS Highlights General Population Rating of Health Plan* 77% 68% 67% 67% Rating of Personal Doctor* 78% 70% 68% 73% Rating of All Health Care* 71% 64% 63% 65% Rating of Specialist* N/A N/A N/A 69% How Well Doctors Communicate 93% 95% 92% 93% HEDIS 2013 Measures Maternity Care: Timeliness of Prenatal Care 79% 87% 68% 86% Postpartum Care 58% 64% 49% 64% Diabetes Care: A1C Level Testing 80% 82% 79% 83% Retinal Eye Exam Performed 40% 36% 37% 54% LDL-C Cholesterol Screening 78% 77% 78% 76% Monitoring for Kidney Disease 74% 78% 75% 79% Breast Cancer Screening 43% 44% 39% 51% Cervical Cancer Screening 73% 61% 64% 66% Behavioral Health Antidepressant Medication Management Effective Continuation Phase Treatment 28% 32% 32% 35% Population eligible members were 17 years of age and younger as of 12/31/2012. *Percentage reflects members who rated their plan/provider 9 or 10 on a scale of 0-10, 10 being best. **National Average is based on the 2013 NCQA 50th percentile. N/A is used for results to indicate that the result is not reportable by NCQA due to insufficient denominator (less than 100 responses). HEDIS is a registered trademark of the National Committee for Quality Assurance (NCQA). CAHPS is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ). winter

10 Keeping kidneys healthy You can prevent diabetic kidney disease. Teen time Adolescence can be a confusing time. Many changes are happening for both teens and parents. For teens, developing a healthy body image doesn t happen overnight. It takes time. The teen years often are a stage for trying new things, which can lead to risky behaviors. The Just4teens website touches on the tough issues that teens face every day. Encourage your teen to visit the site. Just4teens supports positive behavior and provides information on the consequences of making poor decisions. There is also a section for parents. Parents can visit the site to read about topics specific to parenting. Don t avoid talking with your teen about sex or drug, alcohol and tobacco use. Talking about these issues openly with kids before they occur increases the chance that they ll act responsibly when the time comes. Talk with your teen about what you believe is right and wrong. Inform your teen and stay informed yourself. Broaden your child s horizon! Encourage him or her to visit the Just4Teens website at UHCRiver Valley.com/just 4teens to learn about good health. The more knowledge your child has, the more success he or she will have in staying healthy! Your kidneys act as filters for your blood. If you have diabetes, you are at risk for kidney problems. If your blood pressure or blood sugar is high, kidney damage is even more likely. There are things you can do to keep your kidneys healthy. Follow the diet your doctor says you should. Keep your blood sugar and blood pressure under control. Take your medicines as directed. Spend 30 minutes or more being active most days. Don t smoke. Early kidney damage has no symptoms. Simple tests can find it before it gets worse. If you have diabetes, get tested at least once a year for kidney disease. Act FAST Do you know the symptoms of a stroke? The American Stroke Association has a FAST way to help you remember the signs of a stroke. F A S T We can help. UnitedHealthcare Community Plan has a program to help people with diabetes. Call (TTY 711) toll-free to join. FACE DROOPING: Does one side of the person s face droop when he or she smiles? ARM WEAKNESS: Is one arm weak or numb? Ask the person to raise both arms. Does one arm drift down? SPEECH DIFFICULTY: Is speech slurred, is the person unable to speak, or is he or she hard to understand? Ask the person to repeat a simple sentence, like The sky is blue. Is the sentence repeated correctly? TIME TO CALL 911: If the person shows any of these symptoms, even if the symptoms go away, call 911 and get them to the hospital FAST. 10 HEALTH TALK

11 Your privacy How we protect your information We take your privacy seriously. We are very careful with your protected health information (PHI). We also guard your financial information (FI). We use PHI and FI to run our business. It helps us provide products, services and information to you. We protect oral, written and electronic PHI and FI throughout our business. We have rules that tell us how we can keep your PHI and FI safe. We don t want your PHI or FI to get lost or destroyed. We want to make sure no one misuses it. We check to make sure we use your PHI and FI carefully. We have policies that explain: how we may use PHI and FI. when we may share PHI and FI with others. what rights you have to your PHI and FI. It s no secret. You may read our privacy policy in your Member Handbook. It s online at UHCCommunity Plan.com. You may also call Customer Services toll-free at (TTY 711) to ask us to mail you a copy. If we make changes to the policy, we will mail you a notice. Brisk winter air Many people with asthma breathe a sigh of relief when winter comes. But some people feel worse in the winter. Their asthma can be triggered by cold air outside or dry air inside. Indoor triggers like dust mites and pet dander can also build up when windows are closed. Here are some tips for managing your asthma in the winter: 1. DRINK LOTS OF WATER. Aim for eight 8-ounce glasses a day. 2. USE A HUMIDIFIER INSIDE. Clean it and change the filter often. 3. COVER YOUR MOUTH AND NOSE OUTSIDE. Use a scarf or a mask. 4. AVOID WOOD-BURNING FIREPLACES OR STOVES. If you use one, keep it clean. Make sure your home is well ventilated. 5. VACUUM AND DUST OFTEN. Keep pets out of bedrooms. Wash bed sheets weekly. Time for a change. Do you have asthma? Talk to your doctor about whether you need to change your asthma action plan seasonally. Remember to carry your rescue inhaler with you. winter

12 Long-Term Care CHOICES Is it right for you? The CHOICES Consumer Direction Program Do you want to learn more about the benefits of the CHOICES Consumer Direction program? Come to a Peer to Peer Ambassador for Consumer Direction meeting scheduled in your area. During the meeting, Public Partnership representatives will explain: how to get started with Consumer Direction. how Consumer Direction works. what it means to employ your own worker. how you can recruit workers. how to get your workers trained. You will also hear from a member or two who uses Consumer Direction. They will share how it works for them and the benefits of the program. Join us. We hope you will join us for this important meeting. To learn more about the meeting and to reserve your spot, call your care coordinator. TennCare s program for long-term care is called TennCare CHOICES. CHOICES helps with everyday things that you might not be able to do anymore. Maybe you need help because you have grown older or you have a disability. CHOICES can help you with things like preparing meals, bathing or dressing. For long-term care services, you might live in a nursing home or you might live in your home or in the community and receive home and community-based services (HCBS). Do you have questions about CHOICES and: you already have a CHOICES care coordinator? Call your care coordinator or call UnitedHealthcare Customer Services toll-free at (TTY 711). you are a UnitedHealthcare member, but you do not know if you are part of CHOICES? Call UnitedHealthcare Customer Services toll-free at (TTY 711) and ask about CHOICES. you do not have TennCare yet? Call or visit the local Area Agency on Aging. The local Area Agency on Aging can start the paperwork. Call the area agencies toll-free at Visit their website for more information at state.tn.us/ comaging/local area.html. Get in touch. It s easy to contact your CHOICES member advocate. Call UnitedHealthcare Customer Services toll-free at (TTY 711). 12 HEALTH TALK

13 Free ride Your transportation benefits You can get a free ride to the doctor for needed health services. Whenever possible, call three days ahead to arrange transportation. The number you call to ask for a ride depends on where you live. It is very important to call transportation to cancel your ride if you are not going to your appointment. If you schedule a ride to a medical or other appointment and do not show up for your ride, you could be put on probation. Probation means you will have to call us the day before your ride to confirm. If you do not call us the day before, we will cancel your ride. EAST TENNESSEE: Anderson, Bledsoe, Blount, Bradley, Campbell, Carter, Claiborne, Cocke, Franklin, Grainger, Greene, Grundy, Hamblen, Hamilton, Hancock, Hawkins, Jefferson, Johnson, Knox, Loudon, Marion, McMinn, Meigs, Monroe, Morgan, Polk, Rhea, Roane, Scott, Sequatchie, Sevier, Sullivan, Unicoi, Union and Washington counties LOCAL SHELBY COUNTY: MIDDLE TENNESSEE: Bedford, Cannon, Cheatham, Clay, Coffee, Cumberland, Davidson, DeKalb, Dickson, Fentress, Giles, Hickman, Houston, Humphreys, Jackson, Lawrence, Lewis, Lincoln, Macon, Marshall, Maury, Montgomery, Moore, Overton, Perry, Pickett, Putnam, Robertson, Rutherford, Smith, Stewart, Sumner, Trousdale, Van Buren, Warren, Wayne, White, Williamson and Wilson counties WEST TENNESSEE: Benton, Carroll, Chester, Crockett, Decatur, Dyer, Fayette, Gibson, Hardeman, Hardin, Haywood, Henderson, Henry, Lake, Lauderdale, Madison, McNairy, Obion, Shelby, Tipton and Weakley counties KNOW YOUR DRUG BENEFITS As a UnitedHealthcare Community Plan member, you have benefits for prescription drugs. Do you know where you can get more information about them? Visit our website to learn about: 1. what drugs are on our formulary. This is a list of covered drugs. You are encouraged to use generic drugs when possible. 2. how to get your prescriptions filled. There are more than 65,000 network pharmacies. You can find one near you that accepts your plan. You may also be able to get certain drugs by mail. 3. rules that may apply. Some drugs may only be covered in certain cases. For example, you might need to try a different drug first. (This is called step therapy.) Or you might need approval from UnitedHealthcare to use a drug. (This is called prior authorization.) There may also be limits to the amount you can get of certain drugs. 4. how to get exceptions. You can ask for drugs that might otherwise be limited or not covered. Your provider can help you make a request. Look here. Visit UHCCommunity Plan.com to learn about your drug benefits. Or, call Customer Services toll-free at (TTY 711). winter

14 On the move? Tell us about it. Have you moved? Are you planning to move? It is important to change your address with TennCare. You do this by contacting the Department of Human Services (DHS). You do not need to contact UnitedHealthcare Community Plan. There are two easy ways that you can change your address: BY PHONE: Call the DHS Family Assistance Service Center Help Desk. The toll-free number is You will be asked for your name as it appears in the TennCare or DHS records, your new and previous addresses and your Social Security number. You will need to fax or mail a copy of a bill or lease that has your name and new address on it. You will be given the fax number or address to send it to. IN PERSON: You may go to any DHS office. Locations are usually listed in the blue pages of your telephone book. You will need the same information as when you call. You will need to bring your Tennessee driver s license or state identification card and a copy of a bill or lease. Take the reins Take advantage of Toma las riendas (Take the reins). It s AHRQ s campaign to encourage Latinos to take control of their health and explore treatment options. Free Spanishlanguage resources can help you compare the benefits and risks of treatment options. It can prepare you to discuss these options with your health care providers. Get connected to Toma las riendas: Sign up for the text messaging program. It delivers short health messages and tips directly to you. Text COMPARE to for messages in English or text MISALUD to for messages in Spanish. Visit AHRQ s Spanish-language Facebook page. It helps you learn more about your health conditions and participate in conversations with health care providers. Visit Facebook.com/AHRQehc.espanol. Call and use reference code C-01. You can get free print copies of research summaries from AHRQ s Effective Health Care program. 14 HEALTH TALK

15 Need to know How we can help you FAIR TREATMENT We do not allow unfair treatment in TennCare. No one is treated in a different way because of race, color, birthplace, religion, language, sex, age or disability. Do you think you ve been treated unfairly? Do you have more questions or need more help? If you think you ve been treated unfairly, call the Family Assistance Service Center for free at In Nashville, call TennCare no permite el trato injusto. Nadie recibe un trato diferente debido a su raza, color de la piel, lugar de nacimiento, religión, idioma, sexo, edad o discapacidad. Cree que lo han tratado injustamente? Tiene más preguntas o necesita más ayuda? Si piensa que lo han tratado injustamente, llame gratis al Centro de Servicio para Asistencia Familiar al En Nashville, llame al HELP IN OTHER LANGUAGES OR FORMATS Habla español y necesita ayuda con esta carta? Llámenos gratis al If you have a hearing or speech problem, you can call us on a TTY/TDD machine. Our TTY/TDD number is 711. Si tiene problemas de audición o del habla, puede llamarnos a través de una máquina de TTY/TDD. El número de TTY/ TDD es 711. Need help in another language? You can call UnitedHealthcare Community Plan for any language assistance at Or you can get other help with TennCare by calling the following numbers. Interpretation and translation services are free to TennCare members. Do you need help with this information? Is it because you have a health, mental health or learning problem or a disability? Or, do you need help in another language? If so, you have a right to get help, and we can help you. Call Customer Services at for more information. Necesita ayuda con esta información? La necesita porque tiene una discapacidad o un problema de aprendizaje, de salud mental o una enfermedad? O acaso necesita ayuda en otro idioma? Si es así, usted tiene derecho a obtener ayuda, y nosotros podemos brindársela. Llame a para más información. Do you have a mental illness and need help with this information? The TennCare Advocacy Program can help you. Call them for free at Tiene usted una enfermedad mental y necesita ayuda con esta información? En la línea telefónica de TennCare Advocacy pueden ayudarle. Llámelos gratis al REPORTING FRAUD AND ABUSE To report fraud or abuse to the Office of Inspector General (OIG), you can call toll-free or go online to state.tn.us/tenncare and click on Report Fraud. To report provider fraud or patient abuse to the Tennessee Bureau of Investigation s Medicaid Fraud Control Unit (MFCU), call toll-free Para reportar fraude o abuso a la Oficina del Inspector General (Office of Inspector General, OIG) nos puede llamar gratis al O visítenos en línea en state.tn.us/ tenncare y haga clic en Report Fraud (Reportar fraude). Para reportar fraude o maltrato de un paciente por parte de un proveedor a la Unidad de Control de Fraude Médico de la Oficina de Investigación de Tennessee (Tennessee Bureau of Investigation s Medicaid Fraud Control Unit, TBIMFCU), llame gratis al Call if you need help and need to speak with someone in one of these languages: Español (Arabic) (Bosnian) (Kurdish-Badinani) (Kurdish- Sorani) (Somali) (Spanish) (Vietnamese) winter

16 Who to call Numbers to know UnitedHealthcare wants to hear from you. We are available to help you better understand your health plan. You can ask for help or voice an opinion. You will reach the right person to help you with questions and concerns. Answering your questions and hearing your input is important to us. UNITEDHEALTHCARE RESOURCES CUSTOMER SERVICES If you have a hearing or speech problem, you can call us on a TTY/TDD machine. Our TTY/ TDD number is 711. Hay una línea telefónica en español para los consumidores hispanos de TennCare. Llame a los servicio del cliente para más información. our websites UHCCommunityPlan.com Use the online provider directory. Download a copy of your Member Handbook. Read this member newsletter online in English or Spanish. Find out about Healthy First Steps and other programs. UHCRiverValley.com/just4teens Get health information just for teens. NURSELINE Optum NurseLine is available toll-free, 24 hours, every day. You ll reach a nurse who can help you with health problems. HEALTHY FIRST STEPS HFSTN@uhc.com Healthy First Steps helps pregnant women and new mothers have healthy babies. TRANSPORTATION East Tennessee: Shelby County: Middle Tennessee: West Tennessee: TENNCARE RESOURCES dentaquest DentaQuest.com DentaQuest provides dental care for members under age 21. TENNCARE (TTY ) TENNCARE ADVOCACY program (TTY ) Free advocacy for TennCare members. They can help you understand your plan and get treatment. COMMUNITY RESOURCES TEXT4BABY Get free text messages to help you through pregnancy and your baby s first year. Text BABY to or register at text4baby.org. TENNESSEE SUICIDE PREVENTION NETWORK TALK (8255) tspn.org TENNESSEE TOBACCO QUITLINE Get free help quitting tobacco in English or Spanish. Special help is available for pregnant women QUITNOW ( ) quitline.com or U-QUIT ( ) TENNESSEE DEPARTMENT OF HUMAN SERVICES Family Assistance Service Center Help Desk 16 HEALTH TALK