Grievances can be made anytime either orally or in writing by a member by an individual authorized by the member, or by the member’s provider. Clients will not lose any rights or services by filing a grievance. If a person is authorized to act on
a member’s behalf, BHS will ask the member to sign an authorization form so information can be released to their designee.
The problem resolution process may involve:
1. The Grievance Process: an expression of unhappiness about anything regarding your specialty mental health services or substance use services.
2. The Appeal Process: the review of a decision (e.g., denial or changes to services) that was made about your specialty mental health services or substance use services by your provider.
3. The State Fair Hearing Process: the process to request an administrative hearing before a state administrative law judge if BHS denies your appeal.
Filing a grievance, appeal, or State Fair Hearing does not count against the person filing and does not impact their current services. Grievances and appeals help BHS by providing information to improve services. When a grievance or appeal is complete,
the BHS Grievance Coordinator notifies the client and/or their designee of the final outcome.
For assistance with this process, contact the Problem Resolution Line at 209-468-9393 or 866-468-9393. To submit a grievance, complete and submit a grievance form.
To reach the Patient’s Rights Advocate (all ages), call 209-468-8676.