Accessibility of Services

Community Care ensures members get behavioral health appointments in a timely manner and they have quick access to Community Care by telephone.

We measure how quickly we answer the telephone and the percentage of callers who hang up before their call is answered. From 2017 to 2019, Community Care aggregately well exceeded our goals, which are more stringent than industry standards, for both of these measures. However, we continually strive to improve our telephone responsiveness.

Community Care has adopted appointment access standards that meet or exceed state and national guidelines. Community Care members are entitled to:

  • Appointments offered for urgent needs within 24 hours
  • Appointments offered for emergent needs within one hour

From 2017 to 2019, Community Care providers met the appointment standard for urgent and emergency services 100% of the time in all contracts.

Access to routine behavioral health appointments is measured by two questions on the annual Member Satisfaction Survey. The results from the 2019 Member Satisfaction Survey questions, which are based on care received in 2018, are as follows:

  • “In the last 12 months, if you/your child needed a routine appointment for counseling or treatment, how often did you get an appointment for counseling or treatment as soon as you wanted (usually, always)?” The 2019 survey results reflect an aggregate adult score of 78.6% and a child score of 79.4%.
  • “How long did you have to wait for an appointment (same day - seven days)?” The 2019 survey results show an adult score of 72.8% and a child rate of 74.8%.

Completed and ongoing interventions to increase these rates include:

  • Community Care’s Customer Service and Care Management staff are always available to assist members in scheduling appointments, including the facilitation of three-way calls with the member and provider.
  • Wallet cards are distributed in the new member packets. These cards contain information regarding Community Care as well as how to access behavioral health services.
  • Members are notified about our access standards at least annually via the member newsletter.
  • The access standards are published periodically in the provider newsletter.
  • Community Care tracks times when providers do not offer timely appointments.
  • Community Care is continually expanding the network and developing innovative programs, such as telehealth, mobile medication teams, Enhanced Clinical Case Management, Assertive Community Treatment (ACT), and Community and School-based Behavioral Health (CSBBH) services.

Community Care thanks our providers for helping ensure our members are offered timely access to services. Community Care looks forward to continued collaboration in meeting our members’ needs.