| Access Requirement |
Standard |
| Medical Services |
Preventive care
|
Within 30 days |
| Routine primary care |
Within 30 days |
| Urgent care |
Within one (1) calendar day |
| After hours care |
24 hours a day, seven days per week |
| Office wait time |
Within 15 minutes of scheduled appointment
time |
| Behavioral Health Services |
Non life-threatening emergency care
|
Within 6 hours |
| Urgent care |
Within 48 hours |
| Routine office visit |
Within 10 business days |
| Telephone Service – Health Plan and
Behavioral Health |
Average Speed to Answer (ASA)
|
Calls answered in 30 seconds or less |
| Abandonment rate |
5% or less |
