Sutter Health Plus works with our network of providers to help you get the care when you need it and at the right level of care for your health problems. Sutter Health Plus and our participating medical groups (PMGs) strive to follow these timely access standards for appointments:
| Access Type | Standard |
|---|---|
| Access to non-urgent appointments with a primary care physician (PCP) for regular and routine primary care services | Appointment is offered within 10 business days from time of the request |
| Access to urgent care services with a PCP that do not require prior authorization – includes appointment with a physician, nurse practitioner or physician's assistant in office | Appointment is offered within 48 hours from time of the request |
| Access to after-hours care with a PCP | Ability for member 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 | Appointment is offered within 15 business days from time of the request |
| Access to urgent care services that require prior authorization with a specialist or other provider | Appointment is offered within 96 hours from time of the request |
| Non-urgent appointment with a mental health provider (who is not a physician) | Appointment is offered within 10 business days from time of request |
| Non-urgent appointments for ancillary services for the diagnosis or treatment of an injury, illness or other health condition | Appointment is offered within 15 business days from time of request |
You can always schedule appointments at your convenience outside of the time frames listed above. Sutter Health Plus can help you get an appointment if you need assistance — simply call our Member Services weekdays, 8:00 am – 7:00 pm at (855) 315-5800 or TTY: (855) 830-3500. We also offer a Nurse Advice Line that is available 24-hours a day, seven days a week. Registered nurses can answer any questions you have regarding scheduling an appointment for your healthcare concern.
Sutter Health Plus provides benefits for the treatment of mental health and substance use disorders through US Behavioral Health Plan of California (USBHPC). You can find a participating mental health provider on the USBHPC website at liveandworkwell.com, or by calling USBHPC at (855) 202-0984.