For Consumers and Families
Sandhills Center is committed to helping individuals and families receive the care that they need. We will help you identify the most suitable provider to meet your needs.
There are two ways to find a provider of services:
Give Us a Call
Dial 1-800-256-2452 at any time to speak with the Sandhills Center staff. We provide answers to your questions and assist in connecting you with providers in your community.
For those who have difficulty hearing and/or have a speech disability, please call 1-866-518-6778, or TTY 711.
Medicaid rules require that interpreter services be provided at no cost. Providers who need assistance in arranging interpreter services for those who do not speak English should contact the Customer Service Department at 1-800-256-2452.
When needed, interpreter services will be arranged through our Call Center or through your provider at no cost to you.
Browse Our Directory
If you want to select the provider and make an appointment on your own, visit the Sandhills Center Provider Directory. You can search by Service Type, Funding Source, Location and Name.
If you feel you need a service and your provider does not agree, you may contact Sandhills Center Customer Service toll-free at 1-800-256-2452 to discuss the matter.
Basic Human Rights
What are my rights? (As set forth in 42 C. F. R. 438.100).
It is the policy and practice of Sandhills Center to assure your basic human rights. You have the right to:
- Be treated fairly and with respect regardless of race, ethnicity, religion, mental or physical disability, sex, age, sexual preference, or ability to pay.
- Participate in making your Service Plan and in decisions regarding your Health Care including the right to refuse treatment.
- Right to be free from restraint or seclusion used as a means of coercion, discipline, convenience or retaliation.
- The right to request and receive a copy of your medical record, except as set forth in N.C.G.S. 122C-53(d), and to request that the medical record be amended or corrected in accordance with 45 C.F.R. part 164.
- Include any persons you wish in your treatment.
- Have your protected health information kept private.
- Get your services in a safe place.
- Agree to or refuse treatment services, unless the services are court-ordered.
- Get information in your own language or have it translated.
- The right to receive oral interpretation services at no cost to you.
- File a complaint, appeal or grievance without penalty.
- Receive good care from providers who know how to take care of you.
- Choose a provider within the Provider Network.
- Use your rights with no negative action by the NC Division of MH/DD/SAS or Sandhills Center and maintain the same civil and legal rights as anyone else.
- The right to be treated with respect and due consideration of dignity and privacy.
- The right to receive information on available treatment options and alternatives, presented in a manner appropriate to the Enrollee’s condition and ability to understand.
- The right to a State Fair Hearing concerning any action taken by the MCO, including a service denial.
- You have the right to recommend changes to LME-MCO Policy and Procedures.
- The right to receive procedures for recommending changes in LME-MCO Policy and Procedures.
- The right to formulate Advance Directives.
- You have the right for a second opinion for treatment.
Your Civil Rights
Members are entitled to all civil rights including:
- To register and vote. To buy or sell property, own property.
- To sign a contract.
- To sue others who have wronged you.
- To marry or get a divorce. To procreate and raise children.Persons determined to be incompetent and who are assigned a court appointed guardian retain all legal and civil rights except those rights that are granted to the guardian by the court. The protection and promotion of recipient rights is a crucial component of the service delivery system. All members are assured rights by law and it is expected that Providers will respect these rights at all times and provide members continual education regarding their rights as well as support them in exercising their rights to the fullest extent. North Carolina General Statutes (GS 122C 51- 67) and the North Carolina Administrative Code (APSM 95-2) outline specific requirements for notification of individuals regarding their rights as well as operational policies and procedures that ensure the protection of rights.These statutes and regulations also outline the policy and operational requirements for the use and follow up of restrictive interventions and protective devices. It is expected that all Network Providers are knowledgeable of all outlined statutes and regulations regarding consumer rights and the use of restrictive interventions and protective devices and that providers develop operational procedures that ensure compliance. The Provider is also expected to maintain an ongoing knowledge of changes to the statutes and regulations and immediately alter operations to meet changes.Each Network Provider Agency is expected to maintain a Client Rights Committee consistent with regulations outlined in North Carolina General Statue and Administrative Code. Providers are required to submit the minutes of their Client Rights Committee meetings to SHC on a quarterly basis. Providers should de-identify any information that is not in relation to SHC members. SHC maintains a Client Rights Committee that is responsible, as a sub-committee of the LME-MCO Board, for the monitoring and oversight of Provider Client Rights Committee functions. The SHC Client Rights Committee receives routine reporting from SHC staff on the use of restrictive interventions, rights violations and incidents of abuse, neglect and exploitation within the SHC Network.
Client Rights regulations are in NCGS 122-C-51-67 and APSM 95-2 and APSM 30- 1 and NCASC 27G.0504, 10A NCAC 27G.0103 and NC Council Communication Bulletin #30. You have the right to request and obtain the following information at any time:
- A Member Handbook at least annually and as needed from Sandhills Center.
- The name, location, and telephone number of the current providers in your service area that speak a language other than English and the name of the language(s) spoken.
- The name, location, and telephone number of the current providers in your service area that are not accepting new members.
- Any limits of your freedom of choice among network providers.
- Your rights and protections. A description of how after-hours and emergency coverage is provided.
- A description of what is an emergency medical condition and what are emergency and post stabilization services.
- The process for getting emergency services, including the use of the 911 telephone system or local emergency numbers.
- The location of providers and hospitals that provide emergency/post stabilization services. Your right to use any hospital or other setting for emergency care.
- Your right for a second opinion for treatment. (Without cost from a Qualified Health Care Professional within the network, or outside the network if necessary).
- Your right to get emergency services without prior approval.
- The amount, duration, and scope of your benefits.
- The process for getting services, including approval requirements.
- The extent to which, and how, you may get benefits from out-of-network providers.
- The rules for post stabilization care services. How and where to access services including how transportation can be provided.
- The structure and operation of the NC Division of MH/DD/SAS.
- The grievance, appeal, and fair hearing procedures and timeframes.
- You have the right to recommend changes to LME-MCO Policies and Procedures. To recommend changes, contact the LME-MCO via our toll free telephone number — 1-800-256- 2452, or in writing to Sandhills Center, P.O. Box 9, West End, NC 27376, or in person at the Administrative Offices, 1120 Seven Lakes Drive, West End, NC 27376.
- The right to receive procedures for recommending changes in LME-MCO Policy and Procedures. The right to formulate Advance Directives.
To request any of this information, contact Sandhills Center Customer Service section toll free at 1-800-256-2452.
What are my responsibilities?
You have the responsibility to:
- Give information needed for your care to your providers.
- Follow instructions and guidelines from your providers.
- Know the name of your Clinical home and the staff working with you.
- Schedule appointments during regular office hours when possible, limiting the use of Urgent Care and Emergency Room facilities.
- Arrive on time for appointments.
- Attend all scheduled appointments or call to cancel.
- Tell providers if you have to cancel an appointment before the scheduled time.
- Participate in creating your Service Plan.
- Be aware of your rights. Take care of yourself.
- Assist in moving towards your recovery.
- Treat others with respect and work cooperatively with others.
- Provide financial information and Document your income.
Sandhills Center MCO/LME Responsibilities: Individuals who have serious and persistent mental illnesses, children with serious emotional disturbances, or individuals with limited financial resources will not be denied care.