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6. / t:?- a/ Non-Emergency Care Call MHN toll-free at 1-800-227-1060,24 hours a day, 7 days a week, for a referral to a Participating Practitioner and to request authorization of treatment. TDD callers can dial 1-800-327-0801. MHN will evaluate your problem and refer you to a Participating Practitioner. MHN will attempt to make routine appointments available within 10 business days. Provided you are eligible and have not previously exhausted your benefit, MHN will authorize up to the maximum number of Sessions covered under your EAP. MHN Online EAP: MHN's online services can help you better manage a wide range of emotional health, working and living challenges, all in one convenient web site. You can access MHN's EAP services at www.mhn.com, or via a link on your employer's Intranet (if available). 1. Register using your Company Access Code: redwoodcity (all lowercase) (NOTE: You will only use this access code at initial registration). 2, Select your user name and password, then enter your e-mail address and a password question. 3, To access EAP referrals you will be prompted to supply additional infonnation. Second Medical Opinion MHN may, as a condition of coverage, require that a Member obtain a second opinion from an Appropriately Qualifi~d Health Professional to verify the medical necessity or appropriateness of a covered service. In àddition, you, as a Member, have the right to request a second opinion when: . You are concerned about your Participating Practitioner's diagnosis or treatment plan. You are not satisfied with the result of the treatment rendered, . You question the reasonableness o~ necessity of recommended surgical procedures. ì' au question a diagnosis or plan of care for a condition that threatens loss of life, limb, bodily, function. or substantial impainnent, including, but not limited to, a serious chronic condition. The clinical indications are complex or confusing, a diagnosis is in doubt due to conflicting test results, or the Participating Practitioner is unable to diagnose the condition. The treatment plan in progress is not improving your medical condition within an appropriate period of time for the diagnosis and plan of care. If you have attempted to follow the plan of care or consulted with the initial Participating Practitioner due to serious concerns about the diagnosis or plan of care. . . . . . . To request an authorization for a second opinion, contact your Participating Practitioner or MHN. !\1 HN will review the request, and if a second opinion is considered appropriate, MHN will authorize J refeITa] to an Appropriately Qualified Health Professional. The Practitioner rendering the second opInIon will provide a written consu1tation report to MHN, the Member and the original Participating Practitioner. I f the Member faces an imminent and serious threat to health, including, but not limited to, the potential loss of life, limb or other major bodily function, or lack of timeliness would be detrimental to the ability to regain maximum function, the second opinion will be rendered in a timely fashion appropriate to the nature of the condition not to exceed 72 hours of MHN's receipt of the request, whenever possible. For a complete copy of this policy, contact MHN at 1-800-227-1060. 8