May 31, 2019
Access, Appointment & Availability Standards
Timely access to quality health care is extremely important for our members. As you should be aware, it is a regulatory requirement that all HPP-participating PCPs, specialists and Ob/Gyns must meet clearly defined access, appointment and availability standards.
These standards can be found in Chapter 10, Provider Practice Standards and Guidelines, of the HPP Provider Manual.
IDENTIFYING DEFICIENCIES: HPP SURVEYS
Each year, HPP surveys our providers to determine if they are meeting these standards. A new survey is planned for summer 2019. If the survey reveals that an office is found to be deficient in meeting the required access, appointment and/or availability standards, that office will be sent a letter identifying the deficiency. A follow-up survey will then be conducted within a few months; if the deficient office has not shown adequate improvement, HPP will initiate a process improvement plan to correct the deficiency.