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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.


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.