Your in-network provider must provide timely access to care based on your health care needs.
At minimum, they must offer you an appointment listed in the time frames in the table below.
| APPOINTMENT TYPE | 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 (nondoctor) 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 |
| OTHER WAIT TIME STANDARDS | 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) |
Sometimes waiting longer for an appointment is not a problem. Your provider might give you a longer wait time if it would not be harmful to your health. It must be noted in your record that a longer wait time will not be harmful to your health. You can choose to wait for a later appointment or call L.A. Care to go to another provider of your choice. Your provider and L.A. Care will respect your wish.
Your doctor may recommend a specific schedule for preventive services, follow-up care for ongoing conditions or standing referrals to specialists, depending on your needs.
Tell us if you need interpreter services, including sign language, when you call L.A. Care or when you get covered services. Interpreter services are available for free. We highly discourage the use of minors or family members as interpreters.
To learn more about interpreter services we offer, call Member Services at 1-888-839-9909 (TTY 711).
If you need interpreter services, including sign language, at a Medi-Cal Rx pharmacy, call Medi-Cal Rx Customer Service at 1-800-977-2273, 24 hours a day, 7 days a week. TTY users can call 711, Monday through Friday, 8 a.m. to 5 p.m.