Timely access to care

Having timely access to care is extremely important to us. Take a look at the tables below so you can plan ahead.

Appointment wait times

Urgent appointmentsMaximum wait time after request
  Primary care physician (no prior authorization required)  48 hours
  Prior authorization required  96 hours
Non-urgent appointmentsMaximum wait time after request
  Primary care physician 
  (excludes preventive care appointments)
  10 business days
  Non-physician behavioral health care provider
  (e.g. psychologist or therapist)
  10 business days
  (Excludes routine follow-up appointments)
  15 business days

  Ancillary services
  (e.g. x-rays, lab tests, etc. for the diagnosis and
  treatment of injury, illness, or other health conditions)

  15 business days

Exceptions to appointment wait times

Your wait time for an appointment may be extended if your health care provider has determined and noted in your record that the longer time wait will not be detrimental to your health.

Your appointments for preventive and periodic follow up care services (e.g. standing referrals to specialists for chronic conditions, periodic visits to monitor and treat pregnancy, cardiac, or behavioral health conditions, and laboratory and radiological monitoring for recurrence of disease) may be scheduled in advance, consistent with professionally recognized standards of practice, and exceed the listed wait times.

Telephone wait times

ServiceMaximum wait time
  Sharp Health Plan Customer Care
  (Monday to Friday, 8 am to 6 pm)
  10 minutes
  Triage or screening services
  (24 hours/day and 7 days/week)
  30 minutes

Interpreter services at scheduled appointments

Sharp Heath Plan provides free interpreter services at scheduled appointments. For language interpreter services, please call Customer Care at 1-800-359-2002. The hearing and speech impaired may dial “711” or use California’s Relay Service’s toll-free numbers to contact us:

Members must make requests for face-to-face interpreting services at least three (3) days prior to the appointment date. In the event that an interpreter is unavailable for face-to-face interpreting, Customer Care can arrange for telephone interpreting services.