After Hours Survey – Starting November 14, 2022
| Date: | November 2, 2022 |
| To: | HPSJ Contracted Provider Network |
| From: | Health Plan of San Joaquin (HPSJ) |
| Subject: | After Hours Survey – Starting November 14, 2022 |
| Business: | Medi-Cal Managed Care |
Health Plan of San Joaquin (HPSJ) monitors after-hours access for our members on an ongoing basis, as required by the Department of Health Care Services (DHCS) and the Department of Managed Health Care (DMHC). A key goal for HPSJ is to ensure that our members have instructions on how to obtain care after-hours.
To monitor providers for compliance with after-hours emergency instructions and access to providers for HPSJ members, HPSJ has contracted a vendor to conduct an After-Hours survey. The telephonic survey will begin November 14, 2022, and will conclude on December 5, 2022.
To pass the after-hours survey, all four questions listed below should have a “Y” result. Please review your messaging, and if applicable make necessary updates to ensure it meets the requirements.
| After- Hours Access Survey Questions | Y/N |
| 1) Is the practitioner’s answering system for after-hours urgent care/emergent physician coverage available 24 hours, 7 days a week? | |
| 2) Does the answering service or voice mail state the length of when a return call can be expected from the provider? | |
| 3) Are after-hours emergency instructions provided via answering machine and/ or direct communication via answering service? | |
| 4) Does the answering service or voice message specify a time in which the member should expect a return call? |
Please know that compliance with Access Standards is required. We thank you for your partnership. If you have any questions, you may request to speak to a Provider Services Representative.
You may also contact our Provider Services Department with any questions or concerns, Monday through Friday, 8:00 am to 5:00 pm, at 1-888-936-PLAN (7526), TDD/TYY 711or visit https://www.hpsj.com/alerts/ for online access to the documents shared. The most recent information about Health Plan of San Joaquin and our services is always available on our website https://www.hpsj.com/.