Complaint Investigation Report

Administrator stated that they attempted to reach out to dentist sometime in August 2025 and sometime in September 2025 to see if dentist would take R1. Administrator stated that they were informed that dentist was not taking any new clients and, if they were to take R1 as a client, R1 would have to be placed on a waitlist that lasted at least one (1) year. Upon opening the complaint on December 1, 2025, R1 had yet to be placed on a waitlist for sedation dentistry. Administrator stated that R1 would require sedation for dental work as they will clamp down and bite. Administrator stated that they reached out to Alta California Regional Center (ACRC) who has a dental coordinator to assist with arranging dental services for R1.

LPA interviewed ACRC representative, who stated that they started working with R1 late July, 2025. ACRC representative stated that they spoke with a dental coordinator with ACRC and was informed that R1's Power of Attorney (POA) would need to reach out to Health Net to request services for sedation dentistry. ACRC representative stated that facility usually takes care of arranging dental services for clients. ACRC representative stated that facility was attempting to find dental services for R1 but was unsuccessful. ACRC representative stated that Health Net could assist with arranging dental for R1, but would need to be contacted by R1's authorized representative (POA) and could not be accessed by the facility. ACRC representative stated that they told POA personally to contact Health Net. ACRC representative stated that they were only aware of the process December 2, 2025 and only educated the POA recently. ACRC representative also stated that they were the one who provided POA with the hygienist report. ACRC representative stated that they felt the facility could have tried harder to assist R1 as it had been several months since R1 was recommended sedation dentistry, but also felt the POA was causing a delay in R1 receiving services and doesn't know what the facility could do differently considering POA's resistance.

LPA interviewed the hygienist who recommended R1 receive sedation dentistry. Hygienist stated that Health Net needs to assist with R1 obtaining sedation dentistry and can only be arranged by POA. Hygienist stated the dentist that facility is able to obtain services from would be two (2) to three (3) years out and R1's referral for sedation dentistry was an "urgent referral." Hygienist stated that POA was notified regarding arranging R1's dental with Health Net and POA could further discuss with hygienist regarding how to arrange dental for R1.