Provider availability standards
Priority Health has set standards for our members' accessibility to health care: appointments, urgent care, returning calls, and waiting to see a provider. These are set out in the chart below. Providers must ensure that their office hours for Medicare enrollees are consistent with those for other members.
Related information:
| Patient request | Acceptable time frame |
|---|
| Emergency care |
Immediately or within 24 hours, depending on nature of illness (medical)
Immediately (behavioral health, life-threatening)
Within 4 hours (behavioral health, non-life-threatening) |
| Urgent care |
Two days or less (medical)
Within 24 hours (behavioral health) |
| Appointments for routine or regular care |
30 business days (medical)
14 business days (medical, for Medicaid members)
10 business days (behavioral health) |
| Physical exam/preventive care |
90 business days or less |
Return phone calls
(during business hours) |
4 hours or less (medical)
Reach a non-recorded voice in 25 seconds or less (behavioral health only) |
Return phone calls
(after hours)
|
2 hours or less
10 minutes or less (behavioral health only) |
| Waiting time in office |
20 minutes or less (average) |
More about our standards for accessibility and after-hours service
