On Lok Lifeways is here to provide outstanding care for our senior participants. We care about your health and wellness and want to work with you and family members and caregivers to make sure you receive what you need. On this page you’ll see who to communicate to about your concerns or questions about your care or other topics.
We want to talk with you about any concerns you may have. Perhaps it’s as simple as needing a new ID card; we can make sure you get a new one. Or maybe you want to talk about the care you or a loved on is getting. Please make sure to contact us. We welcome the opportunity to assist you.
You can also see important information that describes your rights as an On Lok Lifeways participant further down on this page.
Please feel free to call us Monday through Friday, between the hours of 8:00am and 4:30pm Pacific Time. You can also email us at info@onlok.org.
Enrollment: 1-888-88-ON-LOK (1-888-886-6565) For the Hearing Impaired: TTY 415-292-8898Please call this number if you have questions regarding enrollment in the On Lok Lifeways plan.
Claims/Billing: 415-292-8729Please call this number if you have questions regarding payment of services.
Service Authorization: 415-447-1000Please call this number to verify member enrollment in the On Lok Lifeways plan.
Quality Assurance/Concerns: 415-292-8796Please call this number if you have any concerns regarding any aspect of care, including medical care, adult day health center concerns, and other care issues.
What are my rights as an On Lok Lifeways Participant?
Learn more about your rights as a participant in the On Lok Lifeways Participant Bill of Rights below. This information can also be found in Chapter 7 of the Member Enrollment Agreement, Terms and Conditions booklet that is given to each new participant at the time of enrollment.
How is the privacy of my health information protected?
On Lok Lifeways is committed to protecting every participant's health information. For detailed information on our privacy practices, please read On Lok Lifeways' Notice of Privacy Practices below. This information is given to each new participant at the time of enrollment.
How do I express a concern or dissatisfaction with quality of care or provision of service?
On Lok Lifeways staff shares responsibility for your care and your satisfaction with the services we provide. If, at any time, you wish to express a concern or make a complaint about service you have received, we are here to help you. For more information about how to express a concern or dissatisfaction, please click here.
I would like to view the Terms and Conditions of my membership in the On Lok Lifeways program.
To view the Member Enrollment Agreement Terms and Conditions booklet in your respective language, click on any of the links below:
ENGLISH
CHINESE
SPANISH
VIETNAMESE
You will need Adobe Acrobat Reader to view PDF files.