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CONTRACT NO. OHS-573-S9 <br /> <br />Contractor. Service hours are: <br /> <br /> Emergency services: 24 hours per day, 7 days per week <br /> <br /> Non-emergency services: 6:00 A.M. - 10:00 P.M., <br /> <br /> 7 days per week <br /> <br /> If an enrollee is away from home but still in the United <br />States, he or she may utilize plan services in the event of an <br />emergency by calling the plan and being referred to a Panel Provider <br />in his or her vicinity. <br /> <br /> D. Disputes and Complaints. In the event any dispute <br /> <br />arises under this Agreement, an Enrollee who is a party to such <br />dispute should contact Contractor at the address or phone numbers <br />listed below. Each Enrollee shall receive a questionnaire/ <br />complaint form which should be completed and sent promptly to <br />Contractor at the address listed in Section II.F. <br /> <br /> E. Orqanization & Responsibility <br /> <br /> 1. The OHS Grievance Committee shall be comprised of <br /> <br />two Vice Presidents of Contractor and the Chairperson. It shall be <br />the responsibility of the Grievance Committee to provide supervision <br />over, and to review grievances not resolved by, the Clinical <br />Director. The Chairperson of the Grievance Committee shall be <br />appointed by the OHS Plan Board of Directors and shall report to an <br />officer of the Plan. The Chairperson shall have primary <br />responsibility for the maintenance of the grievance procedures, for <br />the review of their operations and for the utilization of any <br />emergent patterns of grievances in the formulation of policy changes <br />and procedural improvements in the Plan's administration. <br /> <br /> - 5 - <br /> <br /> <br />