Enrollee Rights

You have the right to receive services without regard to race, ethnicity, creed, national origin, religion, sex, sexual orientation, gender identity, ability to speak English, age or disability. You have the right to receive treatment in a manner sensitive to your individual needs and which promotes dignity and self-respect. You have the right to privacy and confidentiality, access to your medical record and to file a Grievance. A Human Rights Officer can be reached at 1-413-439-2254. If you are still unhappy, an Ombudsman (a public official representing your interests) can assist you in contacting MassHealth.

Quality Management Program

The Quality Management Program manages the quality and safety of care and services provided to Enrollees.  Each year the Quality Management Committee sets goals, tracks our progress in meeting those goals, and take actions to improve our performance.

Throughout the year, the Quality Management Program collects data to evaluate how the ICP Program is doing in meeting its goals.  At the end of the year, we review our results and develop interventions and goals in order to improve our performance and ensure quality care and services.

ICP aims to work in partnership with our Enrollees and their families to improve quality of care and services. We encourage Enrollees to participate in our Quality process. If you would like to be a member of our Quality Management Committee, and attend our regularly scheduled meetings, please contact the ICP Quality Director at 413-333-2603.

Enrollee Handbook

ICP BH Enrollee Handbook – English
(Microsoft docx)

ICP BH Enrollee Handbook – Spanish
(Microsoft docx)