26-924 Prepare for 2026 Provider Access Surveys
Date: 07/31/26
Provider Appointment Availability, After-Hours and Phone Surveys will run August – December 2026
Provider access surveys will be conducted from August through
December 2026 to assess appointment availability, after-hours access and phone access. The Provider Appointment Availability Survey and the Provider After-Hours Access Survey will be administered by Sutherland.
Why survey participation matters
Participation is required under California law and provider contracts. Participation also demonstrates compliance with access requirements and supports timely patient access to care.
Failure to respond to survey requests or meet required access standards will result in claim payment delays, removal from the provider directory, corrective action plans, and/or impacts to network participation.
Survey participation supports:
- Regulatory compliance.
- Network adequacy requirements.
- Accurate provider directory information.
- Timely patient access to care.
Survey results also help identify opportunities to improve appointment access and after-hours coverage.
What to expect
Survey outreach begins August 2026
The Department of Managed Health Care (DMHC) requires survey outreach to begin by email or fax when contact information is available. You will receive a survey invitation from Sutherland, including instructions and a link to complete the survey online.
Survey considerations
- Telehealth appointments may be counted as the next available appointment when applicable.
- Weekends and holidays are included when calculating urgent care appointment wait times.
- Providers will be asked about alternative methods used to ensure timely access to urgent care services.
- Urgent appointment standards vary depending on whether prior authorization is required.
What you need to do
Before survey outreach begins:
- Verify appointment availability, after-hours and phone access standards are being met.
- Test office phone systems and after-hours messaging to confirm instructions are accurate and function properly.
- Respond to survey requests from the applicable survey vendor within 5 business days.
- Keep provider directory and contact information current to ensure survey requests reach your office.
Qualified Advanced Access Provider Program
Primary care physicians (PCPs) and other qualifying providers participating in the Qualified Advanced Access Provider Program are considered compliant with urgent and non-urgent appointment standards for the next three annual survey cycles.
Do your PCPs offer same-day scheduling? Email DMHC Access to learn more about program eligibility.
Questions?
- About the surveys: Call Sutherland at 585-498-7498 or email Sutherland PAAS Team.
- About access standards: Email DMHC Access.
Access to care standards
For detailed requirements, visit Enhancing Patient Experience Through Timely Access (PDF).
This information applies to Physicians and Practitioners, Participating Physician Groups (PPGs), Hospitals, Ancillary Providers, and Behavioral Health Providers.
For Medi-Cal, this information applies to Amador, Calaveras, Inyo, Los Angeles, Molina, Mono, Sacramento, San Joaquin, Stanislaus, Tulare and Tuolumne counties.