26-924 Prepare for 2026 Provider Access Surveys

REQUIREMENTS: • Before August 2026: Billing team and front office staff must verify and document that appointment availability, after-hours access, and phone access standards are being met. Test office phone systems and after-hours messaging to confirm accuracy and functionality. • By August 2026 (when survey outreach begins): Designated staff must ensure provider directory and contact information is current in HealthNet systems to ensure survey invitations from Sutherland reach the office. • Within 5 business days of receiving survey invitation from Sutherland: Designated respondent (typically front office manager or compliance staff) must complete and submit the online survey response. Do not miss this deadline. • All staff: Be prepared to provide survey information including appointment wait times for urgent vs. non-urgent cases, after-hours access methods, and phone line functionality. Note that weekends/holidays count toward urgent care wait time calculations, and telehealth appointments may count as next available appointment. • Determine PCP eligibility: Review whether your practice's PCPs participate in the Qualified Advanced Access Provider Program (same-day scheduling providers are compliant for 3 annual survey cycles). Contact DMHC Access at the email provided to confirm eligibility. CONSEQUENCES OF NON-COMPLIANCE: Failure to respond to survey requests or meet access standards will result in claim payment delays, removal from HealthNet provider directory, corrective action plans, and/or loss of network participation.