All PlansAdministrativeMedium impact
21-542m Get Ready for the 2021 Provider Appointment Availability, After-Hours and Telephone Access Surveys
Health Net·CA·Provider News
Effective date
Aug 1, 2021
We identified it
Jun 20, 2026
Summary
Health Net will conduct provider surveys from August-December 2021 to evaluate appointment availability, after-hours access, and telephone response standards. Providers must respond to surveys within 5 business days or face corrective action plans and potential network participation impacts.
Action Required
By August 2021: All providers must verify their office meets appointment availability standards (urgent care within 48-96 hours, non-urgent within 10-15 business days), after-hours physician availability within 30 minutes, and telephone access within 60 seconds. Front desk staff should test call procedures and ensure compliance with standards on page two. Providers must respond to survey invitations within 5 business days via email, fax, or phone to avoid corrective action plans.