Grievance Procedure

We encourage you to discuss concerns about mental health services with your therapist or program staff.  You may talk to the Quality Management Coordinator at 559.395.0451 or 888.275.9779; or call the California Department of Health Care Ombudsman at 800.896.4042; or TTY800.896.2512 or email MHOmbudsman@dhcs.ca.gov.

Grievance forms and pre-addressed envelopes are available in the reception area of all clinics and provider office or is available by Print out the English version of the Grievance forms or Print out the Spanish Version of the Grievance forms

You may designate someone to act on your behalf at any time.

Discrimination Grievance

Madera County Department of Behavioral Health Services (MCDBHS) follows State and Federal civil rights laws. MCDBHS does not unlawfully discriminate, exclude people, or treat them differently because of sex, race, color, religion, ancestry, national origin, ethnic group identification, age, mental disability, physical disability, medical condition, genetic information, marital status, gender, gender identity, sexual orientation or ability to pay.

If you believe you have experienced discrimination, you may initiate the grievance filing procedure as described above in the “Grievance Procedure” section or contact our designated Discrimination Grievance Coordinator at 559.395.0451 or 888.275.9779; or call the California Department of Health Care Ombudsman at 800.896.4042; or TTY800.896.2512 or email MHOmbudsman@dhcs.ca.gov.

If you do not wish to file your discrimination grievance with MCDBHS you can also file a discrimination grievance with the following offices:

 Department of Healthcare Services

Office of Civil Rights
Po Box 997413, MS 0009,
Sacramento, CA 95899-7413
(916) 440-7370
CivilRights@dhcs.ca.gov
Discrimination Grievance Procedure

Centralized Case Management Operations
U.S. Department of Health and Human Services
200 Independence Avenue, S.W.
Room 509F HHH Bldg.
Washington, D.C. 20201
Complaint Process

Appeal Procedure

If you wish to appeal an "Action" by the Mental Health Plan (MHP), you may call the Quality Management Coordinator at 559.395.0451 or 888.275.9779 toll free.  An "Action" is when the MHP:

• Denies or limits authorization of a requested service.
• Reduces, suspends, or terminates a previously authorized service.
• Denies, in whole or in part, payment for a service.
• Fails to act within the timeframes for disposition of standard grievances, the resolution of standard appeals, or
• The resolution of expedited appeals.
• Fails to provide services in a timely manner, as determined by MHP.

An Expedited Appeal may be used when a decision must be made quickly to protect the beneficiary's life, health, or ability to function at a maximum level.

Beneficiaries have a right to request a State Fair Hearing after the Appeal process has been completed.  You may contact the State Ombudsman to assist in filing for a State Fair Hearing.  All State Fair Hearing decisions are final.  An appeal form is available Print out the English version of the Appeals form or Print out the Spanish version of the Appeals form.

YOUR MENTAL HEALTH SERVICES WILL NOT BE AFFECTED IN ANY WAY, NOR WILL YOU BE SUBJECT TO ANY PENALTY, BY FILING A GRIEVANCE OR AN APPEAL.