Problems & Complaints

If you have a complaint about the quality of medical care you receive from your doctor, or your experience with the staff at your clinic, or at HPSM, we want you to let us know.

Or a problem with getting a service or prescription covered?
If HPSM has denied your request to cover a drug, or a service, you can ask that we consider your case again and change our decision. This is called filing an appeal.

Your MCE coverage and benefits will not be affected by your decision to express dissatisfaction with your coverage, or the service you have received.

Choose one of these methods to contact us

	Call		Call either Participant Services at 650-616-2133 or the Grievances and Appeals Coordinator at 650-616-0050
	Online		Complete the online complaint form
	Fax		Fax your written complaint to 650-829-2002 Attention: Grievance and Appeals Coordinator
	Mail		Mail your written complaint to: Health Plan of San Mateo 701 Gateway Blvd., Suite 400 South San Francisco, CA 94080 Attention: Grievance and Appeals Coordinator

In some cases we can resolve your concern within 24 hours. If your situation is not resolved within 24 hours, the Grievance and Appeals coordinator will start a formal process to reach a solution. Detailed information about the formal process is in your Participant Handbook, page 38, Section 10, MCE Participant Grievance and Appeals.