This regulation requires California Mental Health Plans (MHPs) to establish and maintain beneficiary problem resolution processes—including grievance, appeal, and expedited appeal procedures—for issues related to the delivery of specialty mental health services. MHPs must inform beneficiaries about these processes through booklets and posted notices at all provider sites, maintain a grievance and appeal log, and ensure decisions are made by qualified, impartial individuals with appropriate clinical expertise. The regulation also protects beneficiaries from discrimination for filing complaints and requires confidentiality throughout the process.
View official sourceCal. Code Regs. Tit. 9, § 1850.205 - General Provisions State Regulations Compare (a) An MHP shall develop problem resolution processes that enable a beneficiary to resolve a problem or concern about any issue related to the MHP's performance of its duties under this Chapter, including the delivery of specialty mental health services. (b) The MHP's beneficiary problem resolution processes shall include: (1) A grievance process; (2) An appeal process; and (3) An expedited appeal process. (c) For the grievance, appeal, and expedited appeal processes, found in Sections 1850.206 , 1850.207 and 1850.208 respectively, the MHP shall ensure: (1) That each beneficiary has adequate information about the MHP's processes by taking at least the following actions: (A) Including information describing the grievance, appeal, and expedited appeal processes in the MHP's beneficiary booklet and providing the beneficiary booklet to beneficiaries as described in Section 1810.360 . (B) Posting notices explaining grievance, appeal, and expedited appeal process procedures in locations at all MHP provider sites sufficient to ensure that the information is readily available to both beneficiaries and provider staff. The posted notice shall also explain the availability of fair hearings after the exhaustion of an appeal or expedited appeal process, including information that a fair hearing may be requested whether or not the beneficiary has received a notice of action pursuant to Section 1850.210 . For the purposes of this Section, an MHP provider site means any office or facility owned or operated by the MHP or a provider contracting with the MHP at which beneficiaries may obtain specialty mental health services. (C) Making forms that may be used to file grievances, appeals, and expedited appeals, and self addressed envelopes available for beneficiaries to pick up at all MHP provider sites without having to make a verbal or written request to anyone. (2) That a beneficiary may authorize another person to act on the beneficiary's behalf. The beneficiary may select a provider as his or her representative in the appeal or expedited appeal process. (3) That a beneficiary's legal representative may use the grievance, appeal, or expedited appeal processes on the beneficiary's behalf. (4) That an MHP staff person or other individual is identified by the MHP as having responsibility for assisting a beneficiary, at the beneficiary's request, with these processes, including assistance in writing the grievance, appeal, or expedited appeal. If the individual identified by the MHP is the person providing specialty mental health services to the beneficiary requesting assistance, the MHP shall identify another individual to assist that beneficiary. (5) That a beneficiary is not subject to discrimination or any other penalty for filing a grievance, appeal, or expedited appeal. (6) That procedures for the processes maintain the confidentiality of beneficiaries. (7) That a procedure is included by which issues identified as a result of the grievance, appeal or expedited appeal processes are transmitted to the MHP's Quality Improvement Committee, the MHP's administration or another appropriate body within the MHP for consideration in the MHP's Quality Improvement Program as required by Section 1810.440 (a)(5) . (8) That the individuals making the decision on the grievance, appeal, or expedited appeal were not involved in any previous review or decision-making on the issue presented in the respective problem resolution process. (9) That the individual making the decision on the grievance, appeal, or expedited appeal has the appropriate clinical expertise as determined by the MHP to treat the beneficiary's condition, if the grievance is regarding the denial of a request for an expedited appeal or if the grievance, appeal, or expedited appeal is about clinical issues. (d) For the grievance, appeal, and expedited appeal processes found in Sections 1850.206 , 1850.207 , and 1850.208 , the MHP shall: (1) Maintain a grievance and appeal log and record grievances, appeals, and expedited appeals in the log within one working day of the date of receipt of the grievance or appeal. The log entry shall include but not be limited to the name of the beneficiary, the date of receipt of the grievance, appeal, or expedited appeal, and the nature of the problem. (2) Record in the grievance and appeal log or another central location determined by the MHP the final dispositions of grievances, appeals, and expedited appeals, including the date the decision is sent to the beneficiary, or document the reason(s) that there has not been final disposition of the grievance, appeal, or expedited appeal. (3) Provide a staff person or other individual with responsibility to provide information on request by the beneficiary or an appropriate representative regarding the status of the beneficiary's grievance, appeal, or expedited appeal. (4) Acknowledge the receipt of each grievance, appeal, and expedited appeal to the beneficiary in writing. (5) Identify the roles and responsibilities of the MHP, the provider, and the beneficiary. (6) Notify those providers cited by the beneficiary or otherwise involved in the grievance, appeal, or expedited appeal of the final disposition of the beneficiary's grievance, appeal, or expedited appeal. (e) No provision of an MHP's beneficiary problem resolution processes shall be construed to replace or conflict with the duties of county patients' rights advocates as described in Welfare and Institutions Code, Section 5520 . Notes Cal. Code Regs. Tit. 9 , § 1850.205 1. New subchapter 5 and section filed 10-31-97 as an emergency; operative 11-1-97 (Register 97, No. 44). A Certificate of Compliance must be transmitted to OAL by 3-2-98 or emergency language will be repealed by operation of law on the following day. 2. New subchapter 5 and section refiled 3-2-98 as an emergency; operative 3-2-98 (Register 98, No. 10). A Certificate of Compliance must be transmitted to OAL by 6-30-98 or emergency language will be repealed by operation of law on the following day. 3. New subchapter 5 and section refiled 6-17-98 as an emergency; operative 6-30-98 (Register 98, No. 25). Pursuant to Chapter 324 (Statutes of 1998) Item 4440-103-0001(4), a Certificate of Compliance must be transmitted to OAL by 7-1-99 or emergency language will be repealed by operation of law on the following day. 4. Editorial correction of HISTORY 3 (Register 98, No. 39). 5. Editorial correction extending Certificate of Compliance date to 7-1-2001 pursuant to Chapter 50 (Statutes of 1999) Item 4440-103-0001(4) (Register 99, No. 33). Notwithstanding any other provision of law, emergency regulations adopted pursuant to Welfare and Institutions Code section 14680 to implement the second phase of mental health managed care as provided in this part shall remain in effect until permanent regulations are adopted, or June 30, 2006, whichever occurs first. 6. Editorial correction of HISTORY 5 (Register 2000, No. 42). 7. Editorial correction of HISTORY 5, new article 1 heading and repealer and new section filed 5-19-2006; operative 6-18-2006 (Register 2006, No. 20). Note: Authority cited: Section 14680 , Welfare and Institutions Code. Reference: Sections 5520 and 14684 , Welfare and Institutions Code; and Title 42, Code of Federal Regulations, Part 438, Subpart F. 1. New subchapter 5 and section filed 10-31-97 as an emergency; operative 11-1-97 (Register 97, No. 44). A Certificate of Compliance must be transmitted to OAL by 3-2-98 or emergency language will be repealed by operation of law on the following day. 2. New subchapter 5 and section refiled 3-2-98 as an emergency; operative 3-2-98 (Register 98, No. 10). A Certificate of Compliance must be transmitted to OAL by 6-30-98 or emergency language will be repealed by operation of law on the following day. 3. New subchapter 5 and section refiled 6-17-98 as an emergency; operative 6-30-98 (Register 98, No. 25). Pursuant to Chapter 324 (Statutes of 1998) Item 4440-103-0001(4), a Certificate of Compliance must be transmitted to OAL by 7-1-99 or emergency language will be repealed by operation of law on the following day. 4. Editorial correction ofHistory3 (Register 98, No. 39). 5. Editorial correction extending Certificate of Compliance date to 7-1-2001 pursuant to Chapter 50 (Statutes of 1999) Item 4440-103-0001(4) (Register 99, No. 33). Notwithstanding any other provision of law, emergency regulations adopted pursuant to Welfare and Institutions Code section 14680 to implement the second phase of mental health managed care as provided in this part shall remain in effect until permanent regulations are adopted, or June 30, 2006, whichever occurs first. 6. Editorial correction ofHistory5 (Register 2000, No. 42). 7. Editorial correction ofHistory5, new article 1 heading and repealer and new section filed 5-19-2006; operative 6-18-2006 (Register 2006, No. 20). 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