KernBHRS 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 at (844) 360-8250. 

Beneficiary Grievance and Appeal Rights

• To be treated with dignity and respect
• To file a Grievance or Appeal verbally or in writing in the primary or preferred language
• To ask for assistance with the Grievance and Appeal process
• To authorize another person to act on his/her behalf
• To identify a staff person or other individual to assist with the Grievance or Appeal process
• To identify a staff person or other individual to provide information regarding Grievance process status
• To not be subject to discrimination or any other penalty for filing a Grievance or Appeal
• To continue receiving services while an Appeal is pending

The 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 pre-stamped 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.

What We Need to Know

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, 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?

Filing a Grievance or Appeal

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 below and at all KernBHRS and contract provider locations.