Where can I find the policy/policies to be accept...

Where can I find the policy/policies to be accepted for this health dept? I need to know how often you need to "renew" your application, what are the guidelines and what are the fees. I ask this because I know of a woman who has been using your services for several years and states that she submitted her renewal to you. Yet you claim that you never received it. She made an appointment with you to see her PCP and was told that she would need to pay $95.00 to see the doctor and that they have no record of her renewing her policy. Secondly, they want her minor daughter on this "policy" and the daughter has Medicaid. I need to look at your policy so I can help this person understand what is required of her. She tried to explain to me what she understood and it makes no sense. Shirley Griffin Anderson, RN