Update on mental health program progress

Kaiser Permanente has made significant progress improving access to mental health care services in California, in alignment with our Corrective Action Work Plan with the Department of Managed Health Care.

On October 11, 2023, Kaiser Permanente and the DMHC reached a settlement agreement to enhance behavioral health care services. We've been working to transform our mental health delivery system, focusing on improving the care experience, simplifying access, refining grievance processes, and ensuring compliance with evolving regulations.

We offer our members more choice and availability than ever before and fully meet or exceed state requirements for access to mental health care. We've substantially expanded our network, adding thousands of externally contracted providers and hiring hundreds of mental health therapists. Today, nearly 35,000 licensed mental health care professionals help ensure that our patients have timely access to care. Thanks to our expanded network of mental health providers, patients can get non-urgent appointments consistent with their clinical needs and within regulatory access standards. People with urgent care needs can generally get appointments within 48 hours, and we have staff available for anyone in crisis 24 hours a day, 7 days a week.

We've been meeting regularly with the department throughout the settlement period. We value the cooperation and oversight of the DMHC as we implement our comprehensive Corrective Action Work Plan, including our agreement to extend the timeframe of the CAWP to October 11, 2026. The extension acknowledges our progress to date and allows both parties time to thoroughly monitor program changes and advancements and to fully document our progress.

We have had 2 scheduled quarterly update meetings with the DMHC and recently submitted a combined report outlining our progress to date. In addition to the broad work that we've accomplished to expand our network, our reports include details around the following areas:

• Oversight and accountability: We have hired behavioral health leaders in key positions to provide effective oversight of all behavioral health services.
• Member journey review: We completed a comprehensive assessment to identify opportunities for improvement in the member experience. We've leveraged feedback and valuable insights from thousands of members and stakeholders along with detailed market analysis to define system enhancements, several of which are already being implemented.
• Improved access to services: We have redesigned our service access points, introduced new e-booking capabilities, and improved online resources making it easier for members to access our care and services. We've updated kp.org to simplify navigation to essential mental health resources, including appointment scheduling, Headspace 24/7 emotional support, no-cost emotional wellness and self-care apps, online classes, and mental health assessments.
• Grievances and appeals: Our teams review complaints daily to facilitate timely and appropriate resolutions.
• Building a pipeline of clinicians: We support workforce development initiatives, including the Kaiser Permanente Mental Health Scholars Academy, with 321 students currently enrolled.
• Strike preparedness: Throughout the recent 29-week strike conducted by the National Union of Healthcare Workers (NUHW) in Southern California, members received timely appointments, clear communication, and quality care. We remain committed to ensuring that we have contingency plans in place to ensure continuity of care should we experience a mental health work stoppage again.

Our work to build a better model of mental health care continues. Kaiser Permanente remains dedicated to continued transformation of our mental health care program and improving the care experience of our patients and members.