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Audit: California’s Medi-Cal phone lines overwhelmed
Sacramento Bee

Thousands of calls to California’s Medi-Cal complaint lines don’t get through, and thousands more that manage to ring the call center go unanswered, according to a new state audit. For the year that ended in January 2015, the phone system to the Medi-Cal ombudsman’s office rejected up to 45,000 calls in a month, State Auditor Elaine Howle said in her report to lawmakers. Of the calls that did get through, only one-third and one-half were handled by ombudsman’s staff each month.