Other wait time standards You should be able to get connected within: Member Services telephone wait times during normal business hours 10 minutes Telephone wait times for Nurse Advice Line 30 minutes (connected to nurse) Appointment type You should be able to get an appointment within: Urgent care appointments that do not require pre-approval (prior authorization) 48 hours Urgent care appointments that do require pre-approval (prior authorization) 96 hours Non-urgent (routine) primary care appointments 10 business days Non-urgent (routine) specialist care appointments 15 business days Non-urgent (routine) mental health provider (non-doctor) care appointments 10 business days Non-urgent (routine) mental health provider (non-doctor) follow-up care appointments 10 business days of last appointment Non-urgent (routine) appointments for ancillary (supporting) services for the diagnosis or treatment of injury, illness or other health condition 15 business days If you feel you are not getting care when you need it, call Member Services at 800-700-3874 (TTY: Dial 800-735-2929 or 711). 7 Living Healthy As an Alliance member, it is your right to have timely access to network providers, but sometimes a provider can’t see you right away. Some appointments might take longer to schedule than others. We work with the providers and clinics in our network to make sure you can get care when you need it. Health plans in California must follow rules to make sure you can get care when you need it. These rules are called the Timely Access to Non-emergency Health Care Services standards. The chart below shows the waiting times for different types of appointments. If the provider thinks that waiting longer will not harm your health, the wait time might be longer, and they must note it in your medical record. Getting an appointment: How long should you have to wait?
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