Department of Managed Health Care
Physical Access to Health Care Fact Sheet
If You Use a Wheelchair or Have a Hard Time Walking
Access to your doctor’s office or medical equipment
What is access?
It means you can get into the doctor’s office and onto the exam table and scale, and you can get the tests you need, like X-rays or mammograms.
Who needs access?
You might need it if you use a wheelchair, a scooter, a walker, a cane, or crutches, or if you have problems getting around, walking, balancing, or climbing stairs.
Why does access matter?
Lack of access can hurt your health. For example, if you can’t be weighed, your doctor may not know if you are gaining or losing weight. A change in weight can be a sign of a serious condition.
How do I ask for access?
When you make an appointment, ask for what you need. You can use the checklist below when you make the call.
What if I can’t get the access I need?
You can file a complaint with your health plan. The phone number is on your membership card. If your health plan does not give you what you need, call the Help Center at 1-888-466-2219. You may also file a complaint online.
I was sent to a specialist, but I cannot get into her or his office. What can I do?
Your health plan must find a doctor with an office you can access. Call your plan and ask for what you need.
Do I have a right to access?
Yes. If you have a disability, California health laws protect your rights. The federal Americans with Disabilities Act along with other California laws protect your rights.
Examples of physical access:
There are many ways to help people get access.
Exam table that lowers to 17-19 inches from the floor
You may need a table at the same height as your wheelchair to transfer from one to the other.
Transfer help or equipment
You might need help to get on to an exam table. If staff can’t move you, look for an office with equipment. It might be attached to the ceiling, or moved from room to room.
Accessible scale
These are accessible scales. A wheelchair user can roll onto the scale platform. A patient with poor balance can walk onto the scale or get weighed sitting in a chair.
Other examples of physical access:
Federal Department of Justice (DOJ) Guidance
(The links to third-party websites provided on DMHC's website are for convenience and informational purposes only. DMHC does not control these external sites and is not responsible for their content or accuracy.)
What access do I need?
Each person has different needs. Review the checklist below. Mark down what your access needs are and consider if there are any needs you might have that are not listed that you want to add. Then, ask your health plan, doctors, and pharmacy to keep a copy of this list of requested reasonable accommodations in your medical records. Before your appointment, you can also talk to the doctor’s office about the things you checked.
Access Checklist
- I need a bus stop or parking space close to the building.
- I need a path with ramps from the parking or bus to the building.
- I need wide doorways to get into and through the building.
- I need an accessible restroom.
- I need an accessible scale.
- I need an exam table that lowers to 17–19 inches from the floor.
- I need help getting on and off the exam table.
- I need to bring my service dog.
Other needs:
- _______________________________
- _______________________________
- _______________________________