News
Appointment Standards for Scheduling
Date: 12/05/25
To ensure our members receive services for medical and behavioral health appointments in a timely manner, below are the Appointment Availability Standards (PDF) we ask our providers to implement accordingly.
PCP After Hours
After Hours – Primary Care Providers
After Hours (Passing Standards)
- Answering service or system that will page physician
- Answering system with option to page physician
- Advice nurse with access to physician
- Answering service that will page the provider after a message is left
Appointment Availability Standards
| Primary Care & Pediatric | Specialty Referral | Behavioral Health |
|---|---|---|
| Emergency Services: Same day or within 24 hours of member’s call | Emergency: Within 24 hours of member’s call | Non Life Threatening Psychiatric Emergency: Within 6 hours |
| Urgent Care: Within 24 hours | Routine: Within 30 business days | Urgent: Within 48 hours |
| Routine: Within 30 business days of request | Routine (Initial Assessment): Within 10 business days | |
| Sick Care: Within 7 business days | Routine Follow Up Care: Within 30 business days of assessment | |
| Non-Urgent/Preventive Care: Within 4 weeks | Sick Care: Within 7 business days |
For additional assistance, please contact your Provider Services team.