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26-924 Prepare for 2026 Provider Access Surveys
Effective date
Aug 1, 2026
Identified
Aug 1, 2026
Summary
HealthNet California will conduct provider access surveys from August–December 2026 to assess appointment availability, after-hours access, and phone access. Participation is mandatory under California law and provider contracts. Failure to respond within 5 business days or meet access standards will result in claim payment delays, directory removal, and corrective action plans.
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What to do
Action · 10 steps
01REQUIREMENTS:
• 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.
02Test office phone systems and after-hours messaging to confirm accuracy and functionality.
03• 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.
04• 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.
05Do not miss this deadline.
06• 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.
07Note that weekends/holidays count toward urgent care wait time calculations, and telehealth appointments may count as next available appointment.
08• 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).
09Contact DMHC Access at the email provided to confirm eligibility.
10CONSEQUENCES 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.
Original notice
26-924 Prepare for 2026 Provider Access Surveys
providerlibrary.healthnetcalifornia.com · Always check the source before changing claims.
Related changes
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