Member Rights

Last Updated: May 31, 2026

Dignity ADHC ECM is committed to providing Enhanced Care Management (ECM) services in a manner that respects your rights, your dignity, and your choices. ECM is a Medi-Cal benefit delivered in partnership with Anthem Blue Cross and Kaiser Permanente Medi-Cal Managed Care plans, subject to DHCS and health plan guidelines.

1. Voluntary Participation

Participation in Enhanced Care Management (ECM) is completely voluntary. You are never required to enroll in ECM, and you have the right to decline enrollment at any time. If you are already enrolled, you may opt out at any time without penalty by:

• Contacting your dedicated Care Manager directly
• Calling your Medi-Cal health plan (Anthem Blue Cross or Kaiser Permanente) and requesting to be disenrolled from ECM
• Calling us at (909) 969-7371

Opting out of ECM does not affect your Medi-Cal coverage or other benefits you receive.

2. ECM Is Care Coordination — Not Treatment

ECM is a care coordination program. Dignity ADHC ECM is not a licensed mental health treatment provider and does not provide counseling or psychotherapy directly. Your Lead Care Manager coordinates your care — connecting you with the right licensed providers, following up on referrals, and building your whole-person care plan.

If you need behavioral health treatment, your Care Manager will connect you with licensed behavioral health providers through your Medi-Cal health plan network.

3. HIPAA & Privacy Rights

Your health and personal information is protected under the Health Insurance Portability and Accountability Act (HIPAA), the California Consumer Privacy Act (CCPA), and applicable state privacy laws. You have the right to:

• Access your records: Request a copy of your ECM care plan and health records we hold.
• Request corrections: Ask us to correct information you believe is inaccurate or incomplete.
• Restrict uses: Request limits on how we use or share your health information.
• Confidential communications: Ask us to contact you through a specific method or at a specific location.
• Accounting of disclosures: Receive a list of certain disclosures we have made of your health information.
• File a HIPAA complaint: Contact the U.S. Department of Health and Human Services (HHS) Office for Civil Rights if you believe your privacy rights have been violated.

We never sell your personal or health information. For full details, see our Privacy Policy.

4. Language Assistance / Interpreter Services

You have the right to receive ECM services and communications in your preferred language at no cost. Dignity ADHC ECM provides free language assistance in:

• English
• Spanish (Español)
• Chinese (中文)

Additional interpreter services may be available through your Medi-Cal health plan. To request an interpreter or translated materials, call us at (909) 969-7371 or email info@dignityadhcecm.com.

We will never ask you to use a family member or friend as an interpreter for important care decisions.

5. Grievance & Appeal Process

If you are dissatisfied with any aspect of your ECM services, you have the right to file a grievance or appeal. Filing a grievance will not affect your eligibility for services and will not result in any retaliation.

How to File a Grievance

• Contact your Medi-Cal health plan — Anthem Blue Cross or Kaiser Permanente — directly to file a formal grievance or appeal related to ECM services, authorization decisions, or care coordination. Contact information is on your member ID card.
• Contact Dignity ADHC ECM — Call (909) 969-7371 or email info@dignityadhcecm.com to raise a concern about your care coordination. We will acknowledge your concern within 2 business days and respond within 5 business days.
• Contact DHCS or DMHC — You may also contact the California Department of Health Care Services (DHCS) or the Department of Managed Health Care (DMHC) if you feel your rights under Medi-Cal have not been upheld.

External Appeal Options

• Department of Managed Health Care (DMHC) Help Center: 1-888-466-2219 | dmhc.ca.gov
• California Department of Health Care Services (DHCS): dhcs.ca.gov
• HHS Office for Civil Rights (HIPAA complaints): 1-800-368-1019 | hhs.gov/ocr

6. Non-Discrimination

Dignity ADHC ECM does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity, religion, or language. We are committed to providing equitable, person-centered care to every member we serve.

If you believe you have experienced discrimination in connection with our ECM services, please contact us at (909) 969-7371 or file a complaint with the HHS Office for Civil Rights.

7. Crisis Resources

ECM does not operate a crisis line. If you are experiencing a mental health crisis or emergency, please use the following resources:

• 988 Suicide & Crisis Lifeline: Call or text 988 (available 24/7)
• Emergency Services: Dial 911 for immediate medical or safety emergencies
• Crisis Text Line: Text HOME to 741741

After a crisis, your Care Manager can help connect you to ongoing behavioral health resources through your health plan network.