How to Express a Concern or Dissatisfaction with Care or Service
As a Participant of On Lok Lifeways, it is your right to voice your concerns and file a complaint at any time, without fear of reprisal from staff.
In order to better serve you, we have grouped concerns and dissatisfaction into two categories:
- Grievances: On Lok considers a “Grievance” as any complaint, whether written or oral, that expresses dissatisfaction with how we deliver our services or the quality of care we provide. To learn more about how to file a Grievance, click on one of the links below:
- Appeals: When On Lok Lifeways decides not to cover or pay for a service you want, you may take action to change our decision. The action you take—whether verbally or in writing—is called an “Appeal”. To learn more about how to file an Appeal, click on one of the links below:
There are several ways to file a Grievance or Appeal. You can use our online form or contact us in person, by mail, phone, or email.
Submit a Grievance or Appeal using our online form:
Our online Grievance/Appeals Form is available in English, Chinese and Spanish. To access our online form in your preferred language,
click on one of the links below:
After you submit the online form, our Health Plan Associate will contact you for further information. You can contact our Health Plan Associate directly at 415-292-8895 or 1-888-996-6565 or for the hearing impaired at TTY 415-292-8898.
Please CLICK HERE for Provider Dispute Resolution information.
In Person or by Mail:
Health Plan Associate
On Lok Lifeways
1333 Bush Street
San Francisco, CA 94109
Tel: 1-415-292-8895
For the Hearing Impaired: TTY 415-292-8898
Email: memberservices@onlok.org
For more information about the Grievance and Appeals Process, you can also contact:
The Department of Managed Health Care
Tel: 1-888-HMO-2219 (1-888-466-2219)
For the Hearing Impaired, TTY 1-877-688-9891
Website: http://www.hmohelp.ca.gov/