We use access standards to make sure you receive timely health care. Your PCP must follow these standards for ensuring your access to care.

Your PCP must:

• Be on call 24 hours a day, 7 days a week
• Be there in person or arrange for another PCP to treat you
• Provide enough staff to ensure proper care

Your PCP must also try to schedule you based on the following guidelines:

• Office hours: Your PCP will be on hand at least 20 hours per week at each primary care site for planned visits. Nonurgent calls must be returned within 24 hours.
• Emergencies (plus emergent calls): Your PCP will handle these at once or refer you to a hospital emergency room (ER).
• Urgent appointments: Your PCP will handle these the same day or refer you to an urgent care center. Urgent calls must be returned within 4 hours of the time of the call.
• Routine appointments: Your PCP will schedule these within 4 weeks of your request.
• Health assessments: Wellness exams and physicals will be scheduled within 3 weeks of your request.
• Early periodic screening, diagnosis and treatment: Visits and shots will follow standard guidelines and immunization schedules.

You can get services from any provider who is in our network and accepting new members.

Need help in choosing a PCP? You can call Member Services at 1-855-676-5772 (TTY: 711)), 8 AM to 8 PM, 7 days a week.

Have questions about whether we'll pay for any medical service or care you want or need? Call Member Services and ask before you get the service or care.