---
title: "Timely Access Standards for Appointments at Sutter Health Plan"
description: "Discover Sutter Health Plan’s timely access standards, designed to help members get the right level of care they need."
url: "https://www.sutterhealthplan.org/about-us/timely-access-standards"
---

1.  [Home](https://www.sutterhealthplan.org/) /
2.  [About Sutter Health Plan](https://www.sutterhealthplan.org/about-us) /
3.  Timely Access Standards for Appointments

# Timely Access Standards for Appointments

We work with our providers to make sure our members get timely, appropriate care for health needs.

## Receive Timely Care

Sutter Health Plan and our participating provider groups follow these timely appointment access standards.

| Access Type | Standard |
| --- | --- |
| Access to nonurgent appointments with a primary care physician (PCP) for regular and routine primary care services | Appointment is offered within 10 business days of the request |
| Access to urgent care services with a PCP that do not require prior authorization (includes appointments with a physician, nurse practitioner or physician's assistant in office) | Appointment is offered within 48 hours of the request |
| Access to after-hours care with a PCP | Ability for members to contact an on-call physician after-hours; return call within 30 minutes for urgent issues |
| PCP provides appropriate after-hours emergency instructions |
| Access to non-urgent care appointments with a specialist, including a specialist for mental health and substance use disorder services | Appointment is offered within 15 business days from the time of the request |
| Access to urgent care services that require prior authorization from a specialist or other provider | Appointment is offered within 96 hours from the time of the request |
| Access to nonurgent appointments with a mental health or substance use disorder provider who isn’t a physician | Appointment is offered within 10 business days from the time of the request |
| Access to nonurgent follow-up appointments with a mental health or substance use disorder provider who isn’t a physician | Appointment is offered within 10 business days from the prior appointment |
| Nonurgent appointments for ancillary services used to diagnose or treat injuries, illnesses or other health conditions | Appointment is offered within 15 business days from the time of the request |

## We’re Here to Help

Customer Service can help answer your questions about coverage plans, benefits, enrollment, billing and more.

### Schedule an Appointment

If you need help getting an appointment, call Customer Service at [855-315-5800](tel:855-315-5800).

[Call Customer Service](tel:+18553155800)

### Nurse Advice Line

Call the 24/7 Nurse Advice Line at [855-836-3500](tel:855-836-3500) with questions about scheduling an appointment for your healthcare concern.

[Call the Nurse Advice Line](tel:+18558363500)

### Find a Behavioral Health Provider

To find a participating behavioral health provider through Carelon Behavioral Health of California, Inc. call Carelon at [844-398-0314](tel:+1844-398-0314)

[**Visit Carelon**](https://www.carelonbh.com/sutterhealthplan/en/home)

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