Frequently Asked Questions (FAQ)

    Is On Lok Lifeways a nursing home?

    No, On Lok Lifeways is not a nursing home. It provides an alternative to nursing homes. Our goal is to help our participants keep their independence and remain in their own homes as long as possible. If at some point a participant can no longer safely stay at home, then the On Lok Lifeways interdisciplinary team will consider placement in a nursing home as a care plan option.

    What does the On Lok Lifeways plan cost?

    The majority of our participants enjoy the On Lok Lifeways PACE program at no cost. Any monthly cost is based on Medicare and Medi-Cal benefits at the time of enrollment.

    For seniors who are Medicare and Medi-Cal beneficiaries, and recipients of Supplemental Security Income Program (SSI) benefits, there is no premium or co-payment for the On Lok Lifeways PACE.

    For other Medicare beneficiaries, there may be a flat monthly fee for our program with the amount based on factors, such as personal income and assets. Our comprehensive package of benefits will be completely covered by this fee with no additional co-payments of any kind.

    For individuals who do not have Medicare coverage, please call us to determine what, if any, monthly fee is required to join.

    What services does On Lok Lifeways provide?

    We provide all services and items covered by Medicare and Medi-Cal. With On Lok Lifeways, you will also receive all needed medical, social, and other senior services that are included in your individualized care plan to help you live independently at home. Our medical services include: primary care, specialty care (such as dentistry, optometry, and audiology), physical and occupational therapy, and more. In addition, we provide recreation, adult health day care, meals, home care, personal care, transportation, and more. For more information about our services, please click here or request a copy of the Member Enrollment Agreement Terms and Conditions booklet.

    Contact us at:
    Telephone: 1-888-886-6565
    For the Hearing Impaired: TTY 711
    E-mail: info@onlok.org

    How long does the enrollment process take?

    The PACE enrollment process can take at least three weeks, and sometimes longer depending on the scheduling of the visits, need for medical records, and eligibility assessment. Our Enrollment Specialist will work closely with you to make the process as easy and quick as possible.

    For more information about the enrollment process, please click here.

    Can I keep my own doctor?

    When a person enrolls in On Lok Lifeways, they are assigned a primary care provider who is part of the interdisciplinary team skilled in treating the medical needs of aging people. The primary care provider works with other members of the team to coordinate all services that a participant receives. The primary care team is located within the On Lok Lifeways PACE centers, so participants have access to their primary care provider and team.

    Can I just use a specific service such as home care, meals, transportation, or the day health center?

    On Lok Lifeways PACE is an all-inclusive health plan, which offers a full range of senior services to provide participants with the best chance of remaining independent in their homes. For example, a participant may need rehabilitation after a stroke, which may include a special diet or medications for hypertension, diabetes, and other chronic problems. The participant may also feel lonely and isolated. On Lok Lifeways can address these problems through a team of experienced professionals and a care plan that deals with the complete picture.

    How often will I go to the On Lok Lifeways PACE center?

    Participants generally attend the PACE center two to three times a week. However, some attend five days a week while others attend less frequently. Attendance at the center is based on the individual needs of each participant.

    What ethnic populations does On Lok serve?

    We aim to be fully inclusive in all ways, and serve a diverse group of seniors. Our activities are tailored to reflect the cultural mix of each center. Additionally, we serve a varied menu to satisfy our multicultural population. We have a  diverse and multilingual staff who speak a variety of languages. We also have translators if needed.

    If I belong to a Medicare health plan, can I also enroll in your health plan for long-term care services?

    No, you can only enroll in one Medicare health plan at a time. On Lok Lifeways is both a Medicare provider and a long-term care provider. By enrolling in On Lok Lifeways, you will be automatically disenrolled from your current Medicare health plan.

    You must receive all needed health care services (other than emergency services), including primary care and specialist physician services, from On Lok Lifeways or from an entity authorized by On Lok Lifeways. Otherwise, you could be personally liable for costs incurred, unless it is an emergency or urgent situation.

    How can I find out the status of a claim?

    Please review the Claims Submission Instructions for information about the status of the claim.

     

    How do I file a provider dispute?

    Please review the Provider Dispute Resolution Instructions for information about filing a provider dispute.

     

    How can I become a participating provider for On Lok?

    Thank you for your interest in On Lok. Please e-mail us at providerservices@onlok.org if you are interested in becoming a participating provider for our PACE program.

    I am caring for an elderly family member. Can On Lok Lifeways help me?

    On Lok is dedicated to supporting the unique needs of the elderly. We partner with families to provide the best possible care to our participants. If you are looking for assistance with medical and supportive services for your elderly family member or friend, click here to learn more about On Lok Lifeways PACE services. Or, contact us directly at this number:

    Telephone: 1-888-886-6566
    For the Hearing Impaired: TTY 711
    E-mail: info@onlok.org

    I am currently getting In-Home Supportive Services (IHSS). Will I still receive in-home services if I enroll with On Lok Lifeways PACE?

    Participants must discontinue use of IHSS services prior to beginning the On Lok Lifeways PACE program. Our program offers full home-based medical and personal services, in addition to many other benefits. It is much more comprehensive than the services provided through IHSS. Participants may receive some home care services if it is part of the personalized care plan.

    My mother is currently a member of On Lok Lifeways and we would like to discuss something about her care. What should I do?

    Your primary contact for these types of issues is your On Lok Lifeways social worker. If you do not know who this is, simply go to the On Lok Lifeways Centers section of this website and click on the center where your mother is enrolled. You can call the center to find out who is assigned to your mother’s case. You can also e-mail us at memberservices@onlok.org.

    Can my father enroll in a center where his friend is currently enrolled?

    Absolutely! If your father is eligible for enrollment, he can enroll into any of the On Lok Lifeways PACE centers as long as there are no transportation issues caused by this arrangement. The actual time participants spend in transportation is strictly regulated to ensure that they are not excessively uncomfortable or fatigued. Therefore, some requests for enrollment into distant centers cannot be accommodated.

    An enrollment specialist can arrange a visit for you and/or your father, so you can see the centers in person.

    My mother could benefit from On Lok Lifeways services but she cannot speak English. Do you have physicians and staff who speak different languages?

    Attending to the needs of those whose primary language is not English has been a fundamental goal of On Lok and On Lok Lifeways since its inception. We boast a staff that delivers care in multiple languages, such as Cantonese, Mandarin, Spanish, Vietnamese, Korean, Japanese, Russian, Italian, Toishanese, Fukanese, and many more. We also offer interpreter services, and we will work with you to find a center for your mother.

    How much does it cost to enroll in On Lok Lifeways?

    The majority of our participants enjoy the On Lok Lifeways PACE program at no cost. Any monthly cost is based on Medicare and Medi-Cal benefits at the time of enrollment.

    For seniors who are Medicare and Medi-Cal beneficiaries, and recipients of Supplemental Security Income Program (SSI) benefits, there is no premium or co-payment for the On Lok Lifeways PACE.

    For other Medicare beneficiaries, there may be a flat monthly fee for our program with the amount based on factors, such as personal income and assets. Our comprehensive package of benefits will be completely covered by this fee with no additional co-payments of any kind.

    For individuals who do not have Medicare coverage, please call us to determine what, if any, monthly fee is required to join.

    I spoke with my parent’s Social Worker but still have some concerns. Can I follow up with someone else?

    We strive to provide the best experience in senior care, and truly welcome the opportunity to reach a solution for your problem and to improve how we deliver our services. If you are unable to resolve your concern with your Social Worker, please speak with the Program Manager of your center. If you are still not satisfied, please contact:

    On Lok Lifeways
    Health Plan Associate
    1333 Bush Street
    San Francisco, CA 94109

    Telephone: 415-292-8895
    Toll-Free: 1-888-996-6565
    For the Hearing Impaired: TTY 711
    E-mail: memberservices@onlok.org

    You may also review information about your participant rights and how to file a grievance by clicking here.

    Do my parents need to change their Primary Care Physician to join On Lok Lifeways?

    On Lok Lifeways is a health plan, and like most other health plans, the physicians that you can see as a participant of the plan must be on our panel of providers. To find out which physicians are on our panel, please click here and use the search form to obtain the information. If your parents’ physician is not listed, please consider the overall benefits of our program before making a decision

    • On Lok Lifeways primary care physicians and nurse practitioners have specific training and experience dealing with the unique problems that face the frail elderly, such as Alzheimer’s disease, diabetes, and hypertension.
    • Many of On Lok Lifeways’ medical staff are bilingual and can provide care for aging monolingual participants in their native language or dialects with particular attention to cultural sensitivities.
    • On Lok Lifeways differs from other health plans because it is an all-inclusive program of care. So, your parents will also benefit from structured physical and occupational therapy, activity therapy, and home care, should they need it. And, your parents will obtain their prescription drugs at the centers, saving you trips to the pharmacy. Please click here to see the list of services that On Lok Lifeways provides to participants.

    How do I enroll into the On Lok Lifeways PACE program?

    In order to be eligible for the On Lok Lifeways PACE program, you must meet the following criteria:

    • Be 55 years of age or older;
    • Live in San Francisco County, Santa Clara County, or the cities of Fremont, Newark, or Union City in Alameda County;
    • Be certified by the California Department of Health Care Services to need a nursing home level of care; and
    • Be able to live safely in the community at the time of enrollment.

    Please contact one of our enrollment specialists to discuss enrollment and schedule a tour.

    We would like to help by making a donation. Where can we send our check? Can we make a donation online?

    You can make a general contribution, a memorial donation in remembrance of a loved one or colleague, or designate a person or event you would like to honor by donating to On Lok. Your donation is tax deductible.

    For check donations, please make your checks out to “On Lok” and send your donations to the address below, and be sure to include a return address so we may acknowledge receipt of your contribution and communicate our thanks for your support.

    On Lok Development Department
    1333 Bush Street
    San Francisco, CA 94109

    For online donations, please click and visit our donation page HERE.

    Where do I find details about current events at On Lok?

    For On Lok events, please visit the “Events” section of our website by clicking HERE.

    What type of fundraising events does On Lok host throughout the year?

    On Lok hosts an Annual Spring Celebration in May. Please check our events page to learn about our latest events.

    Please email fundraising@onlok.org to find out how you can support or participate in these events.

    Can I donate my car to On Lok?

    Yes. If you have a car, motorcycle, RV, or boat you would like to donate, you can support On Lok by donating just about any motor vehicle on wheels, and support our seniors!

    Our agent, Vehicles For Charity, will take care of the donation process from start to finish in four easy steps.

    1. 48 Hour Pickup – Provide Vehicles For Charity with your information and within 48 hours they will pick up your motor vehicle, even if it’s not running.

    2. No DMV – There are no upfront costs for you. Vehicles For Charity handles the DMV paper work and the sale of your motor vehicle.

    3. Marketing Your Motor Vehicle – Your motor vehicle goes to auction to get the best prices possible.

    4. On Lok Receives The Funds – Vehicles For Charity transfers the funds directly to On Lok.

    If you wish to speak to On Lok about donating your motor vehicle, please contact Jessica Chang Greenman, Gift Officer, at jchang-greenman@onlok.org or 628-208-8449.

    I am very impressed with the work that On Lok does. How can I help?

    There are many ways to help On Lok or any of its related not-for-profit organizations. Please click here to find out how.

    Is there an organization that I can join so I can support On Lok on a continuing basis?

    On Lok is very fortunate to have the assistance of its principal support organization, Friends of On Lok. To find out more about this organization, and how you can join, please email us at fundraising@onlok.org.

    If our organization is soliciting applications for a grant or endowment, who should we contact to see if On Lok is interested in submitting a proposal for the award?

    On Lok is always grateful for being considered for grant opportunities. Please contact us by sending an email message to fundraising@onlok.org.

    My friend and I would find it very rewarding to volunteer at On Lok. She is a retired nurse but I have no health care experience. How can we help?

    Your past experience does not limit your ability to volunteer at On Lok. We can use volunteers of all ages, with all skill sets, and for long or short durations. Contact the volunteer coordinator by emailing volunteer@onlok.org to find out how you can help. You’ll find it a very gratifying experience.

     

GENERAL

Is On Lok Lifeways a nursing home?

No, On Lok Lifeways is not a nursing home. It provides an alternative to nursing homes. Our goal is to help our participants keep their independence and remain in their own homes as long as possible. If at some point a participant can no longer safely stay at home, then the On Lok Lifeways interdisciplinary team will consider placement in a nursing home as a care plan option.

What does the On Lok Lifeways plan cost?

The majority of our participants enjoy the On Lok Lifeways PACE program at no cost. Any monthly cost is based on Medicare and Medi-Cal benefits at the time of enrollment.

For seniors who are Medicare and Medi-Cal beneficiaries, and recipients of Supplemental Security Income Program (SSI) benefits, there is no premium or co-payment for the On Lok Lifeways PACE.

For other Medicare beneficiaries, there may be a flat monthly fee for our program with the amount based on factors, such as personal income and assets. Our comprehensive package of benefits will be completely covered by this fee with no additional co-payments of any kind.

For individuals who do not have Medicare coverage, please call us to determine what, if any, monthly fee is required to join.

What services does On Lok Lifeways provide?

We provide all services and items covered by Medicare and Medi-Cal. With On Lok Lifeways, you will also receive all needed medical, social, and other senior services that are included in your individualized care plan to help you live independently at home. Our medical services include: primary care, specialty care (such as dentistry, optometry, and audiology), physical and occupational therapy, and more. In addition, we provide recreation, adult health day care, meals, home care, personal care, transportation, and more. For more information about our services, please click here or request a copy of the Member Enrollment Agreement Terms and Conditions booklet.

Contact us at:
Telephone: 1-888-886-6565
For the Hearing Impaired: TTY 711
E-mail: info@onlok.org

How long does the enrollment process take?

The PACE enrollment process can take at least three weeks, and sometimes longer depending on the scheduling of the visits, need for medical records, and eligibility assessment. Our Enrollment Specialist will work closely with you to make the process as easy and quick as possible.

For more information about the enrollment process, please click here.

Can I keep my own doctor?

When a person enrolls in On Lok Lifeways, they are assigned a primary care provider who is part of the interdisciplinary team skilled in treating the medical needs of aging people. The primary care provider works with other members of the team to coordinate all services that a participant receives. The primary care team is located within the On Lok Lifeways PACE centers, so participants have access to their primary care provider and team.

Can I just use a specific service such as home care, meals, transportation, or the day health center?

On Lok Lifeways PACE is an all-inclusive health plan, which offers a full range of senior services to provide participants with the best chance of remaining independent in their homes. For example, a participant may need rehabilitation after a stroke, which may include a special diet or medications for hypertension, diabetes, and other chronic problems. The participant may also feel lonely and isolated. On Lok Lifeways can address these problems through a team of experienced professionals and a care plan that deals with the complete picture.

How often will I go to the On Lok Lifeways PACE center?

Participants generally attend the PACE center two to three times a week. However, some attend five days a week while others attend less frequently. Attendance at the center is based on the individual needs of each participant.

What ethnic populations does On Lok serve?

We aim to be fully inclusive in all ways, and serve a diverse group of seniors. Our activities are tailored to reflect the cultural mix of each center. Additionally, we serve a varied menu to satisfy our multicultural population. We have a  diverse and multilingual staff who speak a variety of languages. We also have translators if needed.

If I belong to a Medicare health plan, can I also enroll in your health plan for long-term care services?

No, you can only enroll in one Medicare health plan at a time. On Lok Lifeways is both a Medicare provider and a long-term care provider. By enrolling in On Lok Lifeways, you will be automatically disenrolled from your current Medicare health plan.

You must receive all needed health care services (other than emergency services), including primary care and specialist physician services, from On Lok Lifeways or from an entity authorized by On Lok Lifeways. Otherwise, you could be personally liable for costs incurred, unless it is an emergency or urgent situation.

PROVIDERS

How can I find out the status of a claim?

Please review the Claims Submission Instructions for information about the status of the claim.

 

How do I file a provider dispute?

Please review the Provider Dispute Resolution Instructions for information about filing a provider dispute.

 

How can I become a participating provider for On Lok?

Thank you for your interest in On Lok. Please e-mail us at providerservices@onlok.org if you are interested in becoming a participating provider for our PACE program.

CAREGIVERS

I am caring for an elderly family member. Can On Lok Lifeways help me?

On Lok is dedicated to supporting the unique needs of the elderly. We partner with families to provide the best possible care to our participants. If you are looking for assistance with medical and supportive services for your elderly family member or friend, click here to learn more about On Lok Lifeways PACE services. Or, contact us directly at this number:

Telephone: 1-888-886-6566
For the Hearing Impaired: TTY 711
E-mail: info@onlok.org

I am currently getting In-Home Supportive Services (IHSS). Will I still receive in-home services if I enroll with On Lok Lifeways PACE?

Participants must discontinue use of IHSS services prior to beginning the On Lok Lifeways PACE program. Our program offers full home-based medical and personal services, in addition to many other benefits. It is much more comprehensive than the services provided through IHSS. Participants may receive some home care services if it is part of the personalized care plan.

My mother is currently a member of On Lok Lifeways and we would like to discuss something about her care. What should I do?

Your primary contact for these types of issues is your On Lok Lifeways social worker. If you do not know who this is, simply go to the On Lok Lifeways Centers section of this website and click on the center where your mother is enrolled. You can call the center to find out who is assigned to your mother’s case. You can also e-mail us at memberservices@onlok.org.

Can my father enroll in a center where his friend is currently enrolled?

Absolutely! If your father is eligible for enrollment, he can enroll into any of the On Lok Lifeways PACE centers as long as there are no transportation issues caused by this arrangement. The actual time participants spend in transportation is strictly regulated to ensure that they are not excessively uncomfortable or fatigued. Therefore, some requests for enrollment into distant centers cannot be accommodated.

An enrollment specialist can arrange a visit for you and/or your father, so you can see the centers in person.

My mother could benefit from On Lok Lifeways services but she cannot speak English. Do you have physicians and staff who speak different languages?

Attending to the needs of those whose primary language is not English has been a fundamental goal of On Lok and On Lok Lifeways since its inception. We boast a staff that delivers care in multiple languages, such as Cantonese, Mandarin, Spanish, Vietnamese, Korean, Japanese, Russian, Italian, Toishanese, Fukanese, and many more. We also offer interpreter services, and we will work with you to find a center for your mother.

How much does it cost to enroll in On Lok Lifeways?

The majority of our participants enjoy the On Lok Lifeways PACE program at no cost. Any monthly cost is based on Medicare and Medi-Cal benefits at the time of enrollment.

For seniors who are Medicare and Medi-Cal beneficiaries, and recipients of Supplemental Security Income Program (SSI) benefits, there is no premium or co-payment for the On Lok Lifeways PACE.

For other Medicare beneficiaries, there may be a flat monthly fee for our program with the amount based on factors, such as personal income and assets. Our comprehensive package of benefits will be completely covered by this fee with no additional co-payments of any kind.

For individuals who do not have Medicare coverage, please call us to determine what, if any, monthly fee is required to join.

I spoke with my parent’s Social Worker but still have some concerns. Can I follow up with someone else?

We strive to provide the best experience in senior care, and truly welcome the opportunity to reach a solution for your problem and to improve how we deliver our services. If you are unable to resolve your concern with your Social Worker, please speak with the Program Manager of your center. If you are still not satisfied, please contact:

On Lok Lifeways
Health Plan Associate
1333 Bush Street
San Francisco, CA 94109

Telephone: 415-292-8895
Toll-Free: 1-888-996-6565
For the Hearing Impaired: TTY 711
E-mail: memberservices@onlok.org

You may also review information about your participant rights and how to file a grievance by clicking here.

Do my parents need to change their Primary Care Physician to join On Lok Lifeways?

On Lok Lifeways is a health plan, and like most other health plans, the physicians that you can see as a participant of the plan must be on our panel of providers. To find out which physicians are on our panel, please click here and use the search form to obtain the information. If your parents’ physician is not listed, please consider the overall benefits of our program before making a decision

  • On Lok Lifeways primary care physicians and nurse practitioners have specific training and experience dealing with the unique problems that face the frail elderly, such as Alzheimer’s disease, diabetes, and hypertension.
  • Many of On Lok Lifeways’ medical staff are bilingual and can provide care for aging monolingual participants in their native language or dialects with particular attention to cultural sensitivities.
  • On Lok Lifeways differs from other health plans because it is an all-inclusive program of care. So, your parents will also benefit from structured physical and occupational therapy, activity therapy, and home care, should they need it. And, your parents will obtain their prescription drugs at the centers, saving you trips to the pharmacy. Please click here to see the list of services that On Lok Lifeways provides to participants.

How do I enroll into the On Lok Lifeways PACE program?

In order to be eligible for the On Lok Lifeways PACE program, you must meet the following criteria:

  • Be 55 years of age or older;
  • Live in San Francisco County, Santa Clara County, or the cities of Fremont, Newark, or Union City in Alameda County;
  • Be certified by the California Department of Health Care Services to need a nursing home level of care; and
  • Be able to live safely in the community at the time of enrollment.

Please contact one of our enrollment specialists to discuss enrollment and schedule a tour.

We would like to help by making a donation. Where can we send our check? Can we make a donation online?

You can make a general contribution, a memorial donation in remembrance of a loved one or colleague, or designate a person or event you would like to honor by donating to On Lok. Your donation is tax deductible.

For check donations, please make your checks out to “On Lok” and send your donations to the address below, and be sure to include a return address so we may acknowledge receipt of your contribution and communicate our thanks for your support.

On Lok Development Department
1333 Bush Street
San Francisco, CA 94109

For online donations, please click and visit our donation page HERE.

Where do I find details about current events at On Lok?

For On Lok events, please visit the “Events” section of our website by clicking HERE.

What type of fundraising events does On Lok host throughout the year?

On Lok hosts an Annual Spring Celebration in May. Please check our events page to learn about our latest events.

Please email fundraising@onlok.org to find out how you can support or participate in these events.

Can I donate my car to On Lok?

Yes. If you have a car, motorcycle, RV, or boat you would like to donate, you can support On Lok by donating just about any motor vehicle on wheels, and support our seniors!

Our agent, Vehicles For Charity, will take care of the donation process from start to finish in four easy steps.

1. 48 Hour Pickup – Provide Vehicles For Charity with your information and within 48 hours they will pick up your motor vehicle, even if it’s not running.

2. No DMV – There are no upfront costs for you. Vehicles For Charity handles the DMV paper work and the sale of your motor vehicle.

3. Marketing Your Motor Vehicle – Your motor vehicle goes to auction to get the best prices possible.

4. On Lok Receives The Funds – Vehicles For Charity transfers the funds directly to On Lok.

If you wish to speak to On Lok about donating your motor vehicle, please contact Jessica Chang Greenman, Gift Officer, at jchang-greenman@onlok.org or 628-208-8449.

I am very impressed with the work that On Lok does. How can I help?

There are many ways to help On Lok or any of its related not-for-profit organizations. Please click here to find out how.

Is there an organization that I can join so I can support On Lok on a continuing basis?

On Lok is very fortunate to have the assistance of its principal support organization, Friends of On Lok. To find out more about this organization, and how you can join, please email us at fundraising@onlok.org.

If our organization is soliciting applications for a grant or endowment, who should we contact to see if On Lok is interested in submitting a proposal for the award?

On Lok is always grateful for being considered for grant opportunities. Please contact us by sending an email message to fundraising@onlok.org.

My friend and I would find it very rewarding to volunteer at On Lok. She is a retired nurse but I have no health care experience. How can we help?

Your past experience does not limit your ability to volunteer at On Lok. We can use volunteers of all ages, with all skill sets, and for long or short durations. Contact the volunteer coordinator by emailing volunteer@onlok.org to find out how you can help. You’ll find it a very gratifying experience.

 

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