CommercialAdministrativeMedium impact
21-541m 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 annual provider surveys from August-December 2021 to measure compliance with appointment availability, after-hours access, and telephone response standards. Providers must respond within 5 business days or face corrective action plans and potential network participation impacts.
Action Required
August-December 2021: All providers must respond to Health Net appointment availability surveys within 5 business days of receiving email/fax invitation. Front desk staff should verify office meets standards: urgent PCP appointments within 48 hours, non-urgent PCP within 10 business days, telephone calls answered within 60 seconds, after-hours calls returned within 30 minutes. Practice administrators should test call office to ensure compliance. Failure to respond or meet standards may result in corrective action plans or network participation impact.