Patient Rights & Grievance Process
Your rights as a patient and how to file complaints, report concerns, or escalate issues with your healthcare services.
Your Patient Rights
Right to Quality Care
You have the right to receive appropriate, professional medical care that meets recognized standards of practice, delivered with respect, dignity, and without discrimination.
Right to Information
You have the right to receive complete information about your diagnosis, treatment options, risks, benefits, alternatives, and prognosis in language you can understand.
Right to Privacy & Confidentiality
Your medical information is protected under HIPAA. You have the right to privacy during treatment and confidential handling of your personal health information.
Right to Make Decisions
You have the right to participate in decisions about your healthcare, give informed consent, refuse treatment, and seek a second opinion without affecting your access to care.
Right to Access Medical Records
You have the right to access, review, and obtain copies of your medical records within legally mandated timeframes (typically 30 days).
Right to File Complaints
You have the right to file complaints or grievances about your care, billing, or treatment without fear of retaliation, discrimination, or denial of services.
Right to Fair Treatment
You have the right to be treated with respect regardless of race, ethnicity, religion, gender identity, sexual orientation, age, disability, or socioeconomic status.
How to File a Complaint or Grievance
If you have concerns about your care, billing, provider conduct, or any aspect of our services, we encourage you to file a complaint so we can investigate and resolve the issue.
Step 1: Contact TruCare Health Directly
We encourage you to first attempt to resolve concerns directly with our practice:
Written Correspondence
Mail written complaints to:
TruCare Health - Patient Relations
1234 W. Chapman Ave Suite 101
Orange, CA 92868
What to Include in Your Complaint
To help us investigate and resolve your concern effectively, please provide:
- Your name, date of birth, and contact information
- Date(s) of service or incident
- Name of provider or staff member involved (if applicable)
- Detailed description of the issue or concern
- Any supporting documentation (medical records, billing statements, correspondence)
- Your desired outcome or resolution
Grievance Resolution Timeline
TruCare Health is committed to resolving patient complaints promptly and fairly. Below is our standard timeline:
Acknowledgment (1-2 Business Days)
You will receive written acknowledgment that we have received your complaint, along with a reference number for tracking purposes.
Initial Review (3-7 Business Days)
Our patient relations team or designated complaint officer will conduct an initial review, gather relevant information, and may contact you for additional details.
Investigation (7-30 Calendar Days)
We will conduct a thorough investigation, which may include reviewing medical records, interviewing staff, and consulting with clinical leadership. Most complaints are resolved within 30 days.
Written Response (Within 30 Days)
You will receive a written response detailing our investigation findings, actions taken or planned, and the resolution of your complaint. If more time is needed, we will notify you of the delay and provide an updated timeline.
Follow-Up (As Needed)
For complex issues requiring systemic changes or ongoing monitoring, we will provide follow-up communications on implementation progress and outcome verification.
State Medical Board Contact Information
If you are not satisfied with our internal resolution or wish to file a formal complaint with regulatory authorities, you have the right to contact the appropriate state medical boards:
California Medical Board
Central Complaint Unit
2005 Evergreen Street, Suite 1200
Sacramento, CA 95815
Phone
(800) 633-2322 (Toll-Free)
(916) 263-2424 (Local)
Online Complaint Form
www.mbc.ca.gov/Consumers/Complaints/California Board of Registered Nursing
www.rn.ca.gov/enforcement/complaint.shtmlPhone: (916) 322-3350
Texas Medical Board
Complaint Information
P.O. Box 2018
MC-263
Austin, TX 78768-2018
Phone
(800) 201-9353 (Toll-Free)
(512) 305-7010 (Local)
Online Complaint Form
www.tmb.state.tx.us/page/file-a-complaintNote: Complaints to state boards should generally be filed within 4 years of the incident, though timelines may vary by complaint type.
Additional Regulatory & Consumer Protection Contacts
U.S. Department of Health & Human Services (HHS)
Office for Civil Rights (OCR): File HIPAA privacy or discrimination complaints
www.hhs.gov/ocr/complaintsPhone: (800) 368-1019 (Toll-Free)
FDA MedWatch
Report adverse drug reactions, medication errors, product quality problems, or therapeutic failures
www.fda.gov/medwatchPhone: (800) 332-1088 (Toll-Free)
State Board of Pharmacy
California State Board of Pharmacy: www.pharmacy.ca.gov/consumers/complaints
Phone: (916) 574-7900
Better Business Bureau (BBB)
File business practice complaints and view company ratings
www.bbb.org/file-a-complaintEscalation Procedures
If you are unsatisfied with the initial resolution of your complaint, you may escalate through the following channels:
Internal Escalation
Practice Manager Review
Request escalation to the practice manager by calling (714) 532-6713 or emailing info@trucarehealth.net with your complaint reference number.
Medical Director Review
For clinical care concerns, request review by our Medical Director, Dr. Uzma Ahmed. The Medical Director will conduct an independent clinical review and provide a written response within 30 days.
Executive Leadership Review
If still unresolved, request executive leadership review. This represents the final level of internal appeal and will be reviewed by senior practice leadership.
External Escalation
If internal resolution processes do not satisfactorily address your concerns, you may file complaints with external regulatory bodies:
- State medical boards (contact information provided above)
- HHS Office for Civil Rights for HIPAA or discrimination complaints
- FDA MedWatch for medication safety concerns
- State board of pharmacy for prescription or pharmacy-related concerns
- Better Business Bureau for business practice concerns
Need to File a Complaint?
We take all patient concerns seriously and are committed to resolving issues promptly and fairly. Contact us today to discuss your concerns.