Patients' Rights Advocate
All Behavioral Health clinics are deemed essential services during the Shelter in Home order. Our first priority is for clients and our community to stay safe and stay calm. We would like to reassure you that we will continue to provide you with behavioral health care in the safest way possible including offering telephone appointments in lieu of in-person visits. Both medication services and therapy/counseling services will be provided over telephone or via telehealth. Behavioral Health clinics requests all clients to call if they are needing urgent services at this time. Staff will also call our current clients over the next week to check on them. Our goal is to continue to provide consistent care as much as possible.
Following Public Health screening guidelines, all walk-in visitors will be asked to wait outside the doors until they are screened by a staff member for symptoms. Once we are back to normal operations, your treatment team will contact you to reschedule all appointments. Thank you for your patience and understanding during these difficult times!
If you are in crisis, please call the SLO Hotline at (800) 783-0607. You may also call the National Suicide Prevention Lifeline at 1-800-273-8255 or text HELLO to ‘741-741’.
If you need to begin Behavioral Health services, please call the access line at (800) 838-1381.
Visit www.ReadySLO.org for the latest public health updates and recommendations or call the SLO Public Health information line at (805) 788-2903.
The Patients' Rights Advocate helps Medi-Cal beneficiaries and other consumers understand their rights and access problem solving processes. Duties include:
- Providing written informational materials
- Advocating for consumers
- Investigating complaints
- Monitoring programs to be sure that patients' rights are protected
- Training providers and consumers about rights
- Communicating with the State Patients' Rights Program
Frequently Asked Questions
How do I get help from the Patients' Rights Advocate?
To get help from the Patients' Rights Advocate:
- Call the Patients' Rights Advocate (PRA) at (805) 781-4738
- The PRA will talk with you by phone or meet with you at a clinic location that is convenient for you
- If your request must be given in writing, the PRA will help you with this if needed.
- Consumer Request Form is available at all our clinic locations or for download
- Pre-addressed, postage paid envelopes are available at out clinic locations. Send mail to:
San Luis Obispo County Behavioral Health
Patients’ Rights Advocate
2180 Johnson Ave.
San Luis Obispo, CA 93401
What is an Appeal or Expedited Appeal?
An Appeal is a request by a Medi-Cal beneficiary, a beneficiary's representative, or a provider for a review of an "Action" or "Adverse Benefit Determination" taken by SLO Behavioral Health. "Action" and "Adverse Benefit Determination" are the fancy terms used by the State to describe our decision to not give you a service you ask for. We will always mail a written explanation of the action we take, and the notice we send will explain exactly how to file an appeal. The Patients' Rights Advocate is available to help you file the appeal if needed.
SLO Behavioral Health has sixty (60) calendar days after we review your appeal to reach a decision. If you believe that waiting that long will create a serious problem for you, please talk with the PRA about an Expedited Appeal.
If we don't agree with your Appeal, you have a right to file for a State Fair Hearing.
A Grievance is when you tell us by phone, in person, or in writing that you are dissatisfied with something we've done, other than deny or reduce services (those are things you can Appeal if you are a Medi-Cal beneficiary).
The Consumer Request Form is one way to let us know about your grievance, or you can call the Patients' Rights Advocate at (805) 781-4738.
What is a Fair Hearing?
A Fair Hearing is an independent review conducted by the California Department of Health Care Services and the California Department of Social Services to make sure that Medi-Cal beneficiaries receive the services to which they are entitled. Beneficiaries must first file an Appeal and wait for SLO Behavioral Health to resolve the Appeal. A Fair Hearing may then be requested if the Appeal or Expedited Appeal was not decided completely in the Medi-Cal beneficiary's favor.
The Patients' Rights Advocate is available to help file the Fair Hearing Request. Directions are on the Consumer Request Form.
Please contact our access line at 1 (800) 838-1381 for information or to schedule an appointment. All services are available in Spanish.