Building Healthier and Happier Communities Together

Call for an Appointment: 844.200.2426

Policies and Procedures

To Better Serve You

KEEP YOUR APPOINTMENTS
OPERATION SAMAHAN seeks to provide the best quality care to our patients. In order to provide this, it is important that you keep your appointments and arrive 15 minutes before your appointment if you have a follow-up appointment and 30 minutes if you are a NEW patient.

RESCHEDULING APPOINTMENTS
If you are unable to keep your scheduled appointment, please contact OPERATION SAMAHAN at least 24 hours before your appointment. An appointment that is not cancelled or rescheduled means another patient is unable to see a doctor for their medical needs.

NO SHOWS
If you are unable to make your appointment and do not notify OPERATION SAMAHAN staff within 24 hours, you may be charged a $25 cancellation fee; this fee is not covered by insurance. Patients who consistently fail to cancel or reschedule their appointments will no longer be allowed to make appointments but instead will be seen on a walk-in basis. Please be aware that as a walk-in, there may be a wait as providers already have scheduled appointments.

PRESCRIPTION REFILLS
It is important that you do not run out of your medications. Please allow 48 working hours or 2 business days to respond to prescription refill requests. Plan accordingly and call your pharmacy for prescription refills before you are out of prescriptions.

HOURS OF OPERATION
The clinics’ hours of operation are posted in OPERATION SAMAHAN official website as well as on the front door of the clinic, inclusive of a phone number to access our services after hours.

CHANGES IN CONTACT INFORMATION
To allow us to respond to your needs more efficiently, it is important that your medical provider has your current contact information. Please inform our staff of any changes to your phone, emergency contact, or address, and insurance status and coverage. In addition, if you would prefer to be contacted by email or text, please let our staff know.

SLIDING FEE DISCOUNT PROGRAM
OPERATION SAMAHAN is a federally qualified community health center. All patients have access to the sliding scale program which is based on family size and income. If you have questions regarding our sliding scale program, our staff will be glad to assist you. You will also have the opportunity to meet our Caseworker at your first visit to determine your eligibility for other programs.

FINANCIAL RESPONSIBILITY
OPERATION SAMAHAN is not a free clinic. Financial responsibility for co-pays, co-insurances, sliding scale fees, and patient balances allows for the continuation of community health center services to all of our patients. If you are having trouble making your payments, please ask your medical care team to put you in contact with our Caseworker. Payments can be made via cash or debit/credit cards only. No personal checks are accepted.

PATIENT CENTERED MEDICAL HOME
As your medical home, OPERATION SAMAHAN is committed to patient-centered comprehensive care which includes access to preventive, primary, urgent care, dental and mental health services. We are committed to providing you access to our services during and after clinic hours, and providing alternative ways of communicating with you such as by telephone, patient portal or email. We are committed to ensuring that our patients are safe and that quality of care is provided to you at all times, and the coordination of your services across all elements of the healthcare system. It is important that we assist you in having a greater understanding of your medical needs and

encouraging you to be active participants in your care.

YOUR FEEDBACK IS IMPORTANT
In an effort to continue improving our services to best meet your needs, it is important that we obtain your feedback about your experience by completing a patient survey after each visit. Be sure to ask your care team on how to access the Patient Satisfaction Survey.

To file a complaint or raise a concern, please contact us by:

Email: Complaint@operationsamahan.org
Fax: (619) 474-1408
Dedicated Patient Complaint Line (619) 434-1400

The message will be checked daily by Risk Management Committee and will be addressed in a timely manner. You will be kept updated on the progress of the investigation of your complaints and concerns. Your communication will remain confidential.