Complaints & Grievances

Your happiness with your health care is important to us! Please let us know if you have a problem with your health care services. You can request a Grievance Form from any staff person, or ask to speak to the health center’s Clinic Manager. You may also inform the Equity Health administration about your problem in a letter or by telephone (415) 503-6000. We want to help you.

Step 1

Tell us about your grievance. If you need assistance with completing the Grievance Form, we will provide assistance in your language. The Clinic Manager will ask about the problem and get started on solving it. In some cases, we will be able to solve it immediately. In other cases, we may have to get more information before finding a solution. When there is a solution, we will contact you by telephone and/or by letter telling you about the solution. In all cases, we will work to resolve your grievance within 15 days.

Step 2

If you are not satisfied with the response from Step 1, you may file an appeal with the health center’s Executive Director. This must be done in writing and submitted within 7 calendar days following the date of the grievance process resolution (Step 1). The Executive Director will review to determine if the issue can be quickly resolved without the need of a formal investigation. The Executive Director may involve members of the health center’s management team or outside expertise to assist with the review. The Executive Director’s findings will be communicated in writing to you within 30 days.

Step 3

If you are unhappy with the solution from Step 2, you may request a hearing with the Board. You will be able to participate in the review either in person, by telephone or in writing. Again, we will work to resolve your grievance and appeal within 30 days and notify you by phone and/or in writing of the final decision.

Regardless of how you contact us, the Grievance Process will work the same. These are the steps of how your grievance is handled by the health center.

Other Appeals Options:

State Department of Health Services
Licensing and Certification
350 90th Street, 2nd Floor
Daly City, CA 94015,
Telephone: (415) 301-9971

Office of Civil Rights
US Department of Health and Human Services
90 7th Street, Suite 4-100
San Francisco, CA 94103
Telephone: (415) 437-8310

State Fair Hearings (Medi-Cal Members Only): You may also call the Department of Social Services at 1-800-952-5253. If you need a teletypewriter (TDD), call 1-800-952-8349. The request can be sent to: California Department of Social Services, State Hearings Division; P.O. Box 944243, Mail Station 19-37, Sacramento CA 94244-2430.