Behavioral Health Problem Resolution Process
If you are unhappy with any part of your mental health services, we want to hear from you and help you receive the care you deserve.
File a Grievance
If you are unhappy with the mental health services you have received, you can file a grievance to share your dissatisfaction. You are welcome to talk directly with your provider about any issues before filing a grievance, but you are not required to.
Change Your Mental Health Provider
You can request to change your mental health care provider for any reason, including a need to connect with a culturally specific provider.
Appeal an Adverse Benefit Determination
Medi-Cal patients have the right to appeal an Adverse Benefit Determination. An Adverse Benefit Determination occurs when Contra Costa Behavioral Health Services does one of the following:
- Denial or limited authorization of a requested service including determinations based on type/level of service, medical necessity appropriateness, setting or effectiveness of a covered benefit.
- Reduces, suspends or terminates a previously authorized service
- Denies, in whole or in part, payment for a service
- Fails to provide services in a timely manner
- Fails to act within the required timeframes for standard resolution of grievances, appeals, and expedited appeals
- Denies a beneficiary’s request to dispute financial liability