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Appointment availability and after-hours standards by state

Q1 Word of Mouth newsletter 2023

Various U.S. states have passed legislation requiring participating providers to comply with state-required appointment availability and after-hours standards. Please see the requirements for the states shown below.

California

The state regulator requires California dental plans to remind contracted providers to meet specific appointment availability standards. The following chart is a reminder to help your practice meet the plan standards for Dental Benefit Providers of California, Inc. (DBP CA) dental care professionals:

Patient’s dental care needs Required availability timeline
Initial appointment Within 14 business days
Existing patient visits Within 14 business days
Routine hygiene visits Within 14 business days
Emergency appointment Within 24 hours
Urgent appointment Within 72 hours
In-office waiting time No more than 30 minutes

After-hours emergency requirement

According to state regulations, you’re required to relay emergency information to patients needing care during non-office hours. The instructions must inform callers how to:

  • Obtain urgent or emergency care
  • Reach an on-call dental professional to triage or screen a situation by phone and provide urgent or emergency care, if needed

You’re required to have an answering machine, answering service or cell phone available 24 hours a day, 7 days a week with after-hours emergency contact information or instructions. The after-hours message must instruct callers on how to obtain services after business hours and on weekends, particularly in the event of a dental emergency.

Annual survey

The state regulator requires us to conduct an annual survey of the appointment timeline for all contracted dental professionals in our network. We use the survey results to inform new and existing patients of provider availability. Please watch for our upcoming survey request. Your timely response is greatly appreciated.

 

Texas

The state regulator requires Texas dental plans to remind contracted providers of specific appointment availability standards. The following chart is a reminder to help your practice meet those standards:

Patient’s dental care needs Required availability timeline
Initial appointment  3 calendar weeks
Existing patient visits 6 calendar weeks
Routine hygiene visits 16 calendar weeks
Emergency appointment Within 24 hours
Wait time in reception area 30 minutes or less
Wait time in operatory 15 minutes or less

After-hours emergency requirement

According to state regulations, you’re required to have an answering machine, answering service or cell phone available 24 hours a day, 7 days a week with after-hours emergency contact information or instructions. The after-hours message must instruct callers on how to obtain services after business hours and on weekends, particularly in the event of a dental emergency.

Annual survey

National Pacific Dental, Inc. is required by the state to conduct an annual survey of the appointment timeline for all contracted dental professionals in our network. We use the survey results to inform new and existing patients of provider availability. Please watch for our upcoming survey request. Your timely response is greatly appreciated.

 

Connecticut

The Connecticut state regulator requires dental professionals in preferred provider organization (PPO) plans to meet the following appointment availability standards:

Patient’s dental care needs Required availability timeline
Urgent appointment Within 48 hours
Non-urgent appointments for primary care (general dentist) Within 10 business days
Non-urgent appointments for specialist care Within 15 business days

After-hours emergency requirement

You’re required to use an answering service or a telephone answering machine during non-office hours to relay emergency information to plan enrollees needing care during non-office hours. The instructions must inform callers how to:

  • Obtain urgent or emergency care, when applicable
  • Reach an on-call dental professional to triage or screen a situation by phone and provide urgent or emergency care, if needed

Annual survey

As part of the state regulation, we’re required to conduct a random survey of dental professionals in our network to ensure the after-hours standards are being met. If you receive the survey request, your timely response is greatly appreciated.

 

Maryland

The Maryland state regulator requires dental professionals in preferred provider organization (PPO) plans to meet the following appointment availability standards:

Patient’s dental care needs Required availability timeline
Urgent appointment Within 3 calendar days
Non-urgent appointments for primary care (general dentist) Within 45 calendar days
Non-urgent appointments for specialist care Within 60 calendar days

After-hours emergency requirement

You’re required to use an answering service or a telephone answering machine during non-office hours to relay emergency information to plan enrollees needing care during non-office hours. The instructions must inform callers how to:

  • Obtain urgent or emergency care
  • Reach an on-call dental professional to triage or screen a situation by phone and provide urgent or emergency care, if needed

Annual survey

As part of the state regulation, we’re required to conduct a random survey of dental professionals in our network to ensure the after-hours standards are being met. If you receive the survey request, your timely response is greatly appreciated.