Answering the 24/7 Line
This is another name for our 24/7 access line that denotes it also being available for community members in need of an urgent mental health service.
What is the crisis line?
All complaints regarding Behavioral Health services should be considered and treated as this type of formal complaint.
What is a grievance?
Native American beneficiaries who meet criteria for 25 U.S.C. 1603(13), 1603(28), 1679(a), or 42 CFR 136.12, may request their Behavioral Health services be provided by an American Indian Health Facility (AIHF). If a beneficiary requests this QI will coordinate transfer of care to which local facility in Glenn County?
Northern Valley Indian Health.
All calls to the 24/7 access line must be logged in the Contact Log, and must at a minimum contain these 3 pieces of information.
What are name, date, and disposition of the call?
Beneficiaries, or someone on their behalf, may file a grievance either of these two ways.
What are orally or in writing?
This is the term for when a beneficiary previously treated at Glenn County Behavioral Health moves to another county but wants to keep services with Glenn.
What is Continuity of Care?
The 24/7 Access line must be able to provide information about how to resolve an urgent mental health need, access information for Behavioral Health Services as well as this process for beneficiaries who have a complaint, concern, or disagreement with services or decisions made by GCBH.
What is the problem resolution process?
Once notified of a grievance, QI staff must send an Acknowledgement letter within this many calendar days.
What is five (5)?
This is the term for the type of provider a beneficiary may receive services from when Glenn County, or a contracted provider of Glenn County, is not able to provide a covered service.
What is Out of Network?
If a beneficiary calls who prefers a language other than English, and no bilingual staff member fluent in this language is available to interpret, staff should utilize this contracted interpretation service.
What is the Language Line?
Unless an extension is requested, QI staff must resolve a grievance and send a Notice of Grievance Resolution Letter to the beneficiary within this many calendar days.
What is sixty (60)?
A beneficiary requesting Continuity of Care, if approved may have their services provided by Glenn County for up to this many months.
What is twelve (12)?
If a staff member does not know all clinic information, or other general information required to be given out by the 24/7 access line, they may review this document located in the BH Form, MH Forms, Crisis Forms folder.
What is Answering the 24/7 Access Line?
A beneficiary may file an appeal regarding a decision made by the MHP if we 1) Deny or limit authorization of requested services; 2) Reduce, suspend, or terminate previously authorized services; 3) Deny payment for services; 4) Fail to provide services in a timely manner; 5) Fail to act within the time frames for grievances or appeals; 6) Deny a client’s request to dispute financial liability. The client will be notified of these decisions via this form, most commonly referred to as an acronym.
What is Notice of Adverse Benefit Determination, or NOABD
Out of network services must only be provided for as long as this is true.
What is the services are not able to be provided by Glenn County Behavioral Health (or the MHP)?