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