Kern Behavioral Health & Recovery Services is dedicated to providing the best care
and mental health and/or substance use treatment possible for our clients.
If you are not happy with the services you or a loved one have received, a Patients’ Rights Advocate can explain the Grievance & Appeal Process and answer any questions you may have.
844-360-8250
The Grievance & Appeal Process
If you have any concerns about the services you receive, you may select any option that is comfortable for you and/or your representative:
-
Speak directly to your case manager, therapist or doctor about your concerns.
-
Ask to speak to a supervisor at the location where you receive services. Request a second opinion.
-
Complete the grievance and appeals prestamped forms available at all mental health and substance use disorder service sites, and mail the completed form to the Office of Patients’ Rights.
-
Contact the Office of Patients’ Rights at 844-360-8250, Monday-Friday, 8 a.m. – 5 p.m.
Complete a grievance or
appeal form and mail to
Office of Patients’ Rights
P.O. Box 1000
Bakersfield, CA 93302
Contact the Office of
Patients’ Rights directly at 844-360-8250
Ask to speak to the supervisor of your treatment team, which is posted at all service locations
Forms are available at all KernBHRS and contract provider locations.
When you ask for help, we’ll reach out to learn what happened. Please be prepared to share:
-
Your name, phone number and mailing address
-
Description of complaint
-
Date of the incident
-
Names of people involved. Please include the treatment provider name and any involved staff
-
Have you talked with your case manager, therapist or the supervisor?
-
What do you want to happen next?
What We Need to Know
Filing a Grievance or Appeal
Beneficiary Informing Materials
Handbooks and Directories
Grievance and Appeal Information
-
Grievance/Appeal Process Information
-
Grievance Form
-
Appeal Form
-
Complaint and Grievance Brochure
Advance Healthcare Directive
Guide to Medi-Cal Mental Health Services
Notice of Privacy Practices
AB 630 Notices
Beneficiary/Member Handbooks
-
Mental Health Beneficiary Handbook
-
Audio - English Coming Soon
-
Audio - Spanish/Versión de Audio Disponible Pronto
-
Paper - paper formats of these documents are available without charge upon request. Please call 1-(800)-991-5272 to request copies. Requests will be processed within (5) business days.
-
Copias de estas formas estan disponibles gratituamente sobre solicitud. Por favor llame al 1-(800)-991-5272 para solicitar copias. La solicitud sera procesada dentro de 5 dias laborables
-
DMC-ODS Member Handbook/Manual para Beneficiario de DMC-ODS
-
Audio Versions/Versión de Audio Coming Soon/Disponible Pronto)
-
Paper - paper formats of these documents are available without charge upon request. Please call 1-866-266-4898 to request copies. Requests will be processed within (5) business days.
-
Copias de estas formas estan disponibles gratituamente sobre solicitud. Por favor llame al 1-866-266-4898 para solicitar copias. La solicitud sera procesada dentro de 5 dias laborables
Kern Provider Directories
-
Mental Health Provider Directory
-
Drug Medi-Cal (DMC) Organized Delivery System (ODS) Provider Directory
Change of Provider/Second Opinion
Hearing Rights Process
Continuity of Care – Mental Health
Transition of Care – DMC-ODS
NOTICE TO PATIENTS: Kern Behavioral Health & Recovery Services serves all patients regardless of ability to pay. Discounts for essential services are offered based on family size and income. For more information, ask at the front desk or call 844-360-8250.
AVISO PARA PACIENTES: Kern Behavioral Health & Recovery Services sirve a todos los pacientes, independientemente de la capacidad de pago. Descuentos para los servicios esenciales son ofrecidos dependiendo de tamaño de la familia y de los ingresos. Usted puede solicitar un descuento en la recepción o llama al 844-360-8250.