Provider Alerts

---

Date:	November 8, 2017
To:	Health Plan of San Joaquin (HPSJ) Providers and Practitioners
From:	Health Plan of San Joaquin Network Services
Subject:	Provider Appointment Availability Survey (PAAS)
Business:	Medi-Cal

---

HPSJ is required to perform an annual Provider Appointment Availability Survey, as mandated by the California Department of Managed HealthCare (DMHC). The success of this survey depends on accurate responses.

Your office or clinic may soon be contacted by one of our Provider Services Representatives. They may be in touch either by phone or in a face-to-face visit at your location. If contacted, you will be asked six simple questions about timely access.

If you are contacted

Here’s an advance look at the questions we will ask.

1. When is the next available appointment date and time for urgent services? Urgent services means health care for a condition which requires prompt attention, but does not rise to the level of an emergency.
2. Is there another practitioner in the same physical office who could see the patient sooner? This may include another primary care physician, nurse practitioner or physician assistant. If yes, on what date and time is the earliest appointment?
3. When is the next available appointment date and time for non-urgent services?
4. Is there another practitioner in the same physical office who could see the patient sooner? This may include another primary care physician, nurse practitioner or physician assistant. If yes, on what date and time is the earliest appointment?
5. Are you aware that health plans are required to provide and coordinate interpreter services at the time of a patient’s scheduled appointment?
6. How are interpreter services provided to patients at this office?
   • Telephone
   • Video-conference
   • In-office
   • Patient’s friend or relative
   • Other mechanism
   • Interpreter services are not available
   • I do not know

Our HPSJ network providers are valued partners in delivering care to our members. We would like to thank you in advance for taking a few moments to answer these questions. Your assistance will help us ensure a successful survey. As always, if you have any questions, please contact our Customer Services Department at 209-942-6320.

Thank you!