Extended 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 wait time will not be detrimental for 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 mental 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
|Service||Maximum wait time|
|Sharp Health Plan Customer Care|
(Monday to Friday, 8 am to 6 pm)
|Triage or screening services|
(24 hours/day and 7 days/week)
After-Hours triage services
Your PCP, mental health providers and substance use disorder provider are required to have an answering service or a telephone answering machine during nonbusiness hours. These services must provide direction to you on how to obtain urgent or emergency care and, if applicable, how you can contact an on-call provider
to receive urgent or emergency care as appropriate.
Interpreter services at scheduled appointments
We provide free interpreter services at scheduled appointments for members whose primary language is not English. For language interpreter services, please call Customer Care at 1-800-359-2002. The hearing and speech
impaired may dial 7-1-1 or use California’s Relay Service’s toll-free numbers to contact us:
You must make requests for face-to-face interpreting services at least five (5) business days prior to the appointment date. Coordination of interpreter services shall not impose delays on the scheduling of your appointment. In the event that an interpreter
is unavailable for face-to-face interpreting, Customer Care can arrange for telephone interpreting services.
Concerns about timely referral to an appropriate provider
You can contact Customer Care at 1-800-359-2002 for assistance if you are unable to obtain a timely referral to an appropriate provider. You can also contact the California Department of Managed Health Care at 1-888-466-2219 to file a complaint.