Call Kurtis Investigates: Disabled Baby Denied Medi-Cal Help

SACRAMENTO (CBS13) -- A Sacramento family desperately needed help caring for their baby, born with a rare medical defect.

They waited months to hear from Medi-Cal. So when their case was closed without any notice, it was time to call Kurtis.

Their now 1-year-old son, Dalton, needs care around the clock. Because of his medical condition, he qualified for Medi-Cal. So why didn't this family get the help they needed?

Dalton is their miracle baby.

"I couldn't believe I was pregnant after six years of trying, that was just the best thing in the world," says Sheryl Howell, Dalton's mother.

It wasn't until he was born a year ago, Sheryl and Russel Howell learned he had a rare defect.

"We didn't get the chance to snip the cord, or 'here's your baby.' It was boom, new doctors took over," says Russel.

Dalton has Goldenhar Syndrome, which causes deformity.

He can't hear or cry, eats through a stomach tube and breathes through a trach.

Little Dalton almost died on the operating table earlier this year. Russel and Sheryl take turns, staying up 24-hours a day, caring for him.

Needing a nurse to help, they applied for Medi-Cal in February.

Months of waiting for approval took its toll. With Sheryl forced to stay home to care for Dalton, they lost their home to foreclosure and moved in with their best friends.

"Even with that help, there's days when I just feel like I can't go on. You get to a point and its hard on a marriage," says Russel.

Russel says dozens of calls to their Medi-Cal case worker went unreturned.

Then in August after months of waiting, they received a letter, saying their case had been closed because they didn't send enough documents.

"I was extremely angry," says Russel.

"It's a story I hear all too often," says Lisa Ramsey, founder of Medi-Cal Consulting Services.

Health care advocate Ramsey used to work for Medi-Cal and says workers are overloaded and that many lack empathy.

"The system is jammed. Like I said, there's a major lack of training and I think accountability," says Lisa.

A 2007 state audit found Medi-Cal "needs to improve its application processes."

Among the problems, "branch staff enter incorrect and inaccurate data ... decreasing the branch's ability to effectively track the status of applications."

It's a process that's supposed to take up to three months.

But the Howells waited since February. Why is that?

Sacramento County's Medi-Cal program wouldn't discuss specific, but the same day we contacted them, they approved the Howell's application, allowing them to hire a nurse to care for Dalton 40 hours a week.

"Do what you have to, to get the little ones what they need. Don't ever stop... they're worth it," says Russel.

But we've learned the Medi-Cal application process could soon take even longer.

Budget cuts in Sacramento County have caused 48 layoffs since last year, which means there are fewer people processing applications.

The county is now trying to get creative to do more with less.

Medi-Cal Help:

In Sacramento County, clients can call the Service Center at (916) 874-3100. From Galt or the 209 area code, call toll free (209) 744-0499. TDD/TTY: (916) 874-2599.

If a Sacramento County client is having difficulty getting services, they can contact the Medi-Cal Ombudsman at (916) 875-3555 or email DHA-Ombudsperson@saccounty.net. More information is also available on the Department of Human Assistance website.

Lisa Ramsey, CSL
Founder/CEO
Medi-Cal Consulting Services, Inc.
Ph: (951) 789-0065 x101
Fax: (951) 789-0064
Toll Free: (877) 633-4435
Lisa@medihelper.com