Timely Access to Care
CCHP is committed to ensuring that our members have timely access to the care they need. We adhere to specific timeframes to guarantee that appointments with providers are available within reasonable periods. These standards are in place to provide prompt medical attention and maintain the health and well-being of our members.
Timely Access Standards:
CCHP employs written standards for timeliness of access to care and member services that meet or exceed standards as established by the Center for Medicare & Medicaid Services (CMS). CCHP also considers our members’ needs and common waiting times for reasonable and comparable services within the community we serve.
- For emergent or urgently needed services: Immediately.
- For services that are not emergent or urgently needed, but in need of medical attention: Within one week.
- For routine and preventive Care: Within 30 calendar days.
Interpreter Services:
CCHP provides interpreter services with scheduled appointments for health care services in a timely manner. Interpretation services are provided through our Member Services team on the phone or in person at no cost to you. If you need language assistance during your appointment, ask your provider to arrange an interpreter for you. Alternatively, you can call Member Services at 1-888-681-3888 (TTY users should call 1-877-681-8898). From October 1 to March 31, we are open every day from 8:00 a.m. to 8:00 p.m. From April 1 to September 30, we are open from Monday to Friday, 8:00 a.m. to 8:00 p.m.
Distance:
To ensure timely access to care, the plan requires that:
- Primary Care Provider(s) / Hospital: Must be within 15 miles or 30 minutes from where health plan members live or work.
24/7 Nurse Advice Line:
CCHP provides or arranges for a licensed healthcare professional to be available to assist you by phone 24 hours a day, seven days a week. You can reach a licensed healthcare professional by calling this toll-free number 1-888-243-8310.
Unable to Get an Appointment?
If you are unable to secure an appointment within the standard timeframes, please contact CCHP directly for assistance. If the issue is not resolved, the DMHC Help Center is available to assist at 1-888-466-2219 (TDD: 1-877-688-9891) or online at www.DMHC.ca.gov.
In the case of a medical emergency, please call 9-1-1 or go immediately to the nearest hospital.
Contact our friendly Member Services staff.
Call
1-888-681-3888 (TTY 1-877-681-8898)
October 1st through March 31st: 7 days a week from 8 a.m. – 8 p.m.
April 1st through September 30th: Monday-Friday, 8 a.m. – 8 p.m.
Visit
Monday – Friday: 9 a.m. – 5 p.m.
386 Gellert Boulevard, Daly City 94105
Monday – Friday: 9 a.m. – 5 p.m.