Understanding Your Rights
Risen Health Partners is committed to providing excellent care. However, if you are dissatisfied with our services, or if we deny or limit a service you believe you need, you have the right to file a Grievance or an Appeal.
What is the difference?
Grievance: A complaint about the quality of care or service (e.g., rude staff, long wait times, difficulty reaching us, or facility cleanliness). You can file a grievance at any time.
Appeal: A request for us to review a decision we made to deny, delay, or modify a requested service (e.g., if we denied your request for Housing Deposits). You must file an appeal within 60 calendar days of receiving our Notice of Action (NOA).
Step 1: Filing with Risen Health Partners
You, your authorized representative, or your provider (with your consent) can file a grievance or appeal in three ways:
By Phone: Call our Compliance Officer at (Phone Coming Soon). We can help you fill out the form over the phone.
By Mail: Send a letter explaining your concern to:
Risen Health Partners – Appeals Dept
925 N La Brea Avenue, Suite 500
Los Angeles, CA 90038
In Person: Visit our office during normal business hours.
Our Timelines:
Acknowledgment: We will send you a letter confirming we received your complaint within 5 calendar days.
Resolution: We will send you a written decision within 30 calendar days.
Expedited Review: If waiting 30 days would seriously jeopardize your life or health, you can ask for an “Expedited Review.” If approved, we will give you a decision within 72 hours.
Step 2: Outside Review Options
If you are not satisfied with our decision, or if we do not respond on time, you have additional rights.
A. Contact Your Health Plan
Since Risen Health Partners is a contracted provider, you can also file a grievance directly with your Medi-Cal Managed Care Plan. Look at your Medi-Cal card to see which plan you have:
L.A. Care Health Plan: 1-888-839-9909
Health Net: 1-800-675-6110
Molina Healthcare: 1-888-665-4621
B. Independent Medical Review (IMR)
If your appeal is denied, you can request an IMR from the Department of Managed Health Care (DMHC). An IMR is a review by doctors who are not part of our agency.
DMHC Help Center: 1-888-466-2219 (TDD: 1-877-688-9891)
Website: www.dmhc.ca.gov
C. State Fair Hearing
You have the right to ask for a State Fair Hearing from the California Department of Social Services (CDSS). You must ask for this within 120 days of receiving a “Notice of Appeal Resolution” from us or your Health Plan.
Call: 1-800-952-5253 (TDD: 1-800-952-8349)
Write: California Department of Social Services, State Hearings Division, P.O. Box 944243, Mail Station 9-17-37, Sacramento, CA 94244-2430.
Civil Rights
If you believe you have been discriminated against because of your race, color, national origin, age, disability, or sex, you can file a separate civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights.
Policy effective January 1, 2026. Reviewed by Ekaterina Timofeeva, PhD.
