If you are displaced or affected by wildfire, all Washington Apple Health and PEBB/SEBB medical plans are allowing prescription refills before the refill date.
Due to COVID-19, HCA’s lobby is closed. Learn more about your customer service options.
Civil rights and complaints
Purpose: To describe the civil rights rules, accompanying responsibilities, and how to file a civil rights complaint.
- Explain why we made the decision:
If someone doesn't like a decision we made or action we took, explain why we took the action and the rules we used to make the decision.
- Tell people about their options:
If someone disagrees with a decision, tell them the options they have to review our decision, including:
- How to make a complaint;
- Their right to talk to a supervisor; and
- Their right to ask for a fair hearing.
- Verbal complaints of discrimination:
If someone verbally complains that they were discriminated against, write down the details of the complaint for them.
- When someone wants to make a complaint that he or she was discriminated against:
- Help them write down their complaint as needed; and
- Get the complaint to the person who supervises the client's worker right away.
- Civil rights complaints:
- Tell the person that they can file a discrimination complaint directly with the U.S. Department of Health and Human Services, or Regional Manager, Office of Civil Rights, U.S. Department of Health and Human Services, 2201 Sixth Ave. – M/S: RX-11, Seattle, WA 98121-1831 (voice phone 800-368-1019, fax 206-615-2297, TDD 800-537-7697).
- Help the person with the complaint as needed.
- Discrimination complaints log:
HCA's MEDS unit must keep a discrimination complaints log. The log must record the following information:
- Date of complaint;
- Name, address, telephone number, and client ID of the person making the complaint;
- Type of complaint (race, color, sex, political beliefs, etc.);
- The names, titles, and business addresses of people who may know about the action or decision in the complaint;
- How we addressed the complaint and the date we did this; and
- A copy of the written response to the complaint.
- Mandatory Civil Rights Training:
Every year, all staff must complete civil rights training. Completion of this training is monitored, and staff receive a reminder if the training is not completed timely.