Grievances & Appeals
How to Express a Concern or Dissatisfaction
with Care or Service
As a participant of the On Lok Lifeways PACE program, 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:
The On Lok Lifeways PACE program considers a “grievance” as any complaint, either written or oral, that expresses dissatisfaction with how we deliver our services or the quality of care that we provide. For information about how to file a grievance, please read the On Lok Lifeways Information for Participants about the Grievance Process in your preferred language below.
When the On Lok Lifeways PACE program 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”. For information about how to file an appeal, please read the On Lok Lifeways Information for Participants about the Appeals Process in your preferred language below.