The physicians of Brown & Toland Medical Group are dedicated to quality patient care. As a patient of a Brown & Toland Medical Group physician, you will receive:

• Courteous, considerate, and respectful treatment at all times.
• Candid discussions of appropriate or medically necessary treatment options for your conditions, regardless of cost or benefit options.
• Access to preventive health care services.
• Information about benefits, where and how to seek care, and the risks involved in treatment.
• Timely response to requests for services, inquiries, and complaints.
• Second opinions when medically appropriate.
• Titles and specialties of the health care professionals responsible for your care.
• Privacy and confidentiality regarding your medical and health conditions.
• Information regarding the medical group and health plan grievance procedures.
• Recognition of your rights to make decisions regarding your medical care, and to complete an Advanced Directive, thereby extending your rights to any person who may make decisions on your behalf regarding your medical care.
• The right to make recommendations to your patient rights and responsibilities.

Patient Responsibilities
As your health care partner, we ask that you:

• Provide professional staff with all pertinent health care information needed to ensure the best possible outcome.
• Communicate with your primary care physician when you have questions or concerns about your health care.
• Adhere to instructions and guidelines given for health care services.
• Cooperate with health care professionals providing service to you, except in those instances when you have exercised your right to refuse service.
• Educate yourself on your health benefits and services and how to correctly obtain them.

If you have questions about your benefits, call Brown & Toland Medical Group's Customer Service Department at 415.972.6002 or your health plan's member services division.

The California Department of Managed Health Care is responsible for regulating health care plans. The department has a toll free number (1.888.HMO.2219) to receive complaints regarding health plans. If you have a grievance against a health plan, you should contact the health plan and use the plan's grievance process. You may call the California Department of Managed Health Care for assistance with an emergency grievance or a grievance that has not been satisfactorily resolved by the plan.