HPSM offers phone, video and in-person interpreter services and materials in other languages and formats for members who:
- Speak or read a language other than English.
- Have hearing or vision impairment.
You have the right to ask for an interpreter when:
- On the phone or in person with HPSM staff* or your provider and their staff.
- Getting medicine at the pharmacy.
To get an interpreter, just tell the person you are talking with.
* HPSM departments include Member Services, the CareAdvantage Unit, Care Management, Grievance & Appeals, Health Promotion and Utilization Management. See the Contact Us webpage for phone numbers.
If your provider does not speak your language, you can get an interpreter
Your providers are required to offer you interpreter services for any kind of visit (in-person, phone or video). HPSM may share your preferred language with your provider so they can better serve you. Providers cannot require members to use family or friends as “informal” interpreters during visits. Learn why it is better to use professional language interpreters.
If you are not satisfied with the language assistance services provided by our contracted interpreters or providers, you have the right to submit a complaint or grievance. Learn more.
HPSM provides materials in different languages and formats
These materials include your member rights and responsibilities. View and download them.
Member materials are available in English, Spanish, Chinese and Tagalog. You can also get them in other formats (such as large print, braille and/or audio) at no cost. To request printed copies, call or email Member Services or the CareAdvantage Unit.
Member Handbook
Describes your benefits and how to use them. It is updated regularly and includes information on:
Covered benefits, services and medicines
- Copays (if you have them)
- Submitting claims for covered benefits (if needed)
- Member rights and responsibilities
Access to care
- Getting care in an emergency, after normal business hours or outside of San Mateo County
- Getting healthcare services and prescription medicines
- Getting information and services in your preferred language
Providers
- Selecting a primary care provider (PCP)
- Details about both in-and out-of-network care
- Finding information about network providers (PCPs, specialty and mental health providers, and hospitals)
Appeals and complaints
- Details about HPSM’s appeals review process, including how to appeal a denied service
- Submitting complaints
- How decisions are made to cover new technology as a benefit
Provider Directory
A listing of all providers and specialists. Search it online. For help finding a provider, call Member Services or the Care Advantage Unit.
Formulary
A list of medicines that your plan covers.
- CareAdvantage: Search the Formulary online to find covered medicines.
- Medi-Cal: Pharmacy services are managed by the California Department of Health Care Services (DHCS) through the Medi-Cal Rx program. Find covered medicines online. For questions about getting your medicines, log in to the Medi-Cal Rx Beneficiary Portal or call 1-800-977-2273 (TTY users dial 7-1-1).
Summary of Benefits
(CareAdvantage only) Explains CareAdvantage benefits and services. Read it online.