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Timely Access to Care

California law requires health plans to provide timely access to care. This means that there are limits on how long you have to wait to get health care appointments and telephone advice. 

Santa Clara Family Health Plan (SCFHP) is committed to providing timely access to care for all members. SCFHP strives to ensure that all health services are provided in a timely manner. SCFHP will continue to notify our members of any changes or updates made regarding the current policies.

If you have a problem getting timely access to care, you should call SCFHP Customer Service at 1-800-260-2055, 8:30 a.m. to 5:00 p.m., Monday – Friday (except holidays). TTY/TDD users call 1-800-735-2929 or 711

APPOINTMENT WAIT TIMES
You have the right to appointments within the following time frames:

APPOINTMENT TYPE MUST GET APPOINTMENT WITHIN
Urgent care appointments that do not require pre-approval (prior authorization) 48 hours
Urgent care appointments that require pre-approval (prior authorization) 96 hours
Non-urgent primary care appointments 10 business days
Non-urgent specialist 15 business days
Non-urgent mental health provider (non-physician) 10 business days
Non-urgent appointments for ancillary services for the diagnosis or treatment of injury, illness, or other health condition 15 business days
Vision care appointments 15 business days
Urgent dental care appointments 72 hours
Non-urgent dental care appointments 36 business days
Preventive dental care appointments 40 business days
Telephone wait time during normal business hours 10 minutes
Triage – 24/7 services 24/7 services - No more than 30 minutes
More Information 
MEDI-CAL & HEALTHY KIDS CUSTOMER SERVICE 8:30 A.M.- 5:00 P.M., M-F
1-800-260-2055
CAL MEDICONNECT CUSTOMER SERVICE 8:00 A.M. - 8:00 P.M., Monday - Friday
1-877-723-4795
CUSTOMER SERVICE TTY/TDD
1-800-735-2929