Timely access to care


Making sure you have timely access to care is extremely important to us. Check out the charts below to plan ahead.

Appointment wait times

Urgent appointments Maximum wait time after request
PCP, no prior authorization required 48 hours
Prior authorization required 96 hours
Non-urgent appointmentsMaximum wait time after request
PCP (Excludes preventive care appointments)10 business days
Non-physician mental health care provider
(e.g., psychologist or therapist)
10 business days
Specialist (Excludes routine follow-up appointments)15 business days
Ancillary services (e.g., x-rays, lab tests, etc. for the diagnosis and treatment of injury, illness, or other health conditions)15 business days

Exceptions to appointment wait times

Your wait time for an appointment may be extended if your health care provider has determined and noted in your record that the longer time wait will not be detrimental to your health.

Your appointments for preventive and periodic follow up care services (e.g. standing referrals to specialists for chronic conditions, periodic visits to monitor and treat pregnancy, cardiac, or mental health conditions, and laboratory and radiological monitoring for recurrence of disease) may be scheduled in advance, consistent with professionally recognized standards of practice, and exceed the listed wait times.

Telephone wait times

Service Maximum wait time
Sharp Health Plan Customer Care (Monday to Friday, 8 a.m. to 6 p.m.) 10 minutes
Triage or screening services (24 hours/day and 7 days/week) 30 minutes

Interpreter services at scheduled appointments

Sharp Heath Plan provides free interpreter services at scheduled appointments. For language interpreter services, please call Customer Care: 1-800-359-2002. The hearing and speech impaired may dial “711” or use California’s Relay Service’s toll-free numbers to contact us:

Members must make requests for face-to-face interpreting services at least three (3) days prior to the appointment date. In the event that an interpreter is unavailable for face-to-face interpreting, Customer Care can arrange for telephone interpreting services.