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SB 97 – Medi-Cal Office of the Ombudsman Reports

Annual Reports

Assembly Bill 113 (Senate Bill 97), requires annual reporting for the Office of the Ombudsman (OMB) in training protocols for staff, including cultural and linguistic competency; assessment of contacts, trends, and actions taken by the State Department of Health Care Services as a result of contacts received; and consumer assistance protocols, procedures, and referral tools. The OMB annual report will be posted no later than October 1 of each year.
The Medi-Cal Managed Care Office of the Ombudsman helps solve problems from a neutral standpoint to ensure that the beneficiaries receive all medically necessary covered services for which plans are contractually responsible.
  1. Report links on this page are documents in Adobe Acrobat Portable Document Format (PDF); unless indicated are smaller than 2 MB.  PDF documents require Adobe Reader.  If you need to install or upgrade to the latest version, please download the free reader.
  2. Reports will be posted within 45 days after the end of each quarter.

Report year: 2018

Fourth Quarter Executive Summary

Quarterly Reports

Senate Bill (SB) 97, which was Chaptered on July 10, 2017, requires quarterly reporting of all beneficiary calls received by the Department of Health Care Services Medi-Cal Managed Care Office of the Ombudsman (OMB).  These reports include the number of contacts received by phone and email, the average talk and wait time for the OMB to answer, the number and rate of calls abandoned, the results of the contacts including the destination of the referred calls, and the number of calls referred to another entity.

Report Year 2019


Report year: 2018


Report year: 2017

Last modified on: 5/9/2019 2:34 PM