FAMILY HEALTH 4 Care after hours Did you know that Kern Family Health Care has an Advice Nurse Line? You can call and speak to an advice nurse to help you decide what to do when you or someone in your family get sick or hurt. Our advice nurses can be reached 24 hours a day, 7 days a week. They can answer health care questions when you can’t reach your doctor. To speak with an advice nurse, call us at 800-391-2000, option 2. Kern Family Health Care has standards so that you receive timely access to care. The amount of time you should have to wait when scheduling your appointments with your doctor and other health professionals are to the right. If you have to wait longer than these appropriate wait times when scheduling an appointment, please give us a call at 661-632-1590 (Bakersfield) or 800-391-2000 (outside of Bakersfield), and we will help you schedule a more timely appointment. *Health care providers can be flexible in making appointments if a longer waiting time is not harmful to the member’s health. It must be noted in the member’s record that a longer waiting time will not be harmful to the member. TYPE OF MEDICAL APPOINTMENT APPOINTMENT WAIT TIMES Routine doctor visits and follow-ups 10 business days* Specialists 15 business days* Mental health 10 business days* Urgent appointments for services that do not require prior authorization Within 48 hours* Urgent appointments for services that require prior authorization Within 96 hours* Ancillary services such as x-rays, lab tests and physical therapy 15 business days* Telephone wait times during normal business hours 10 minutes Triage – 24/7 services 24/7 services—no more than 30 minutes Initial prenatal care 10 business days Timely access to care
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