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adjustment administrative agency philosophy agreement American Arbitration Association appeal appointment appropriate award benefits bers Blue Cross board members Center CHCP Co-Care committee Community Health complaints and grievances concerned conflict consumer participation contract costs court coverage decision delivery developed disenrollment disputes dissatisfaction doctor Education and Welfare effective election enrollees enrollment established evaluation executive director facilities federal formal functions grievance mechanisms grievance procedure grievance system Group Health Institute Group Health Plan handling health education Health Maintenance Organizations health services HMO law hospital involved issues liability malpractice claims Medicaid medical malpractice medical service Medicare member service membership ment modern health agency NEVHC ombudsman operations panel parties patient representative physician plaints plan members plan's potential preventive problems professional records referral relations relationship reports requests resolution responsibility serve specific staff subscriber service sumer telephone tion treatment Yale Health Plan