This government document is issued by Office of the Patient Advocate for use in California
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https://www.google.com/url?client=internal-element-cse&cx=010281774999059052996:ah8nxmtg1lk&q=https://www.opa.ca.gov/ComplaintsReports/Documents/ComplaintReport2018_Glossary.pdf&sa=U&ved=2ahUKEwic-evo_4nyAhVshosKHf4-AQo4HhAWMAB6BAgFEAE&usg=AOvVaw1-APWMXap26_8MpQmeZztC