Access Standards

IEHP Providers can direct Members to access care after hours. After hour care includes the 24-Hour Nurse Advice Line, DocOnline and Urgent Care Clinics.

Fever? Pain? Cold? Call our 24-Hour Nurse Advice Line

Your Members can call the IEHP 24-Hour Nurse Advice Line for medical advice anytime, day or night: 1-888-244-IEHP (4347)

DocOnline, an extension to the Nurse Advice Line, allows Members to speak with a board-certified Physician for advice after hours using telephonic and/or video devices. DocOnline Physicians will triage, assess, and provide diagnoses for minor acute conditions. Physicians may also give treatment advice, refill select prescriptions and refer Members for in-person care.

• DocOnline FAQs (PDF)
• Prescription Medication Refill List (PDF)

IEHP DualChoice (HMO D-SNP) Members

The following numbers are to be used for after hour requests:
 

Coverage Determinations:

• Phone: (888) 860-1297

Expedited Appeals:

• Phone: (866) 223-4347 
• Fax: (909) 890-5748

On an annual basis, IEHP conducts the Appointment Availability Access Study. All Members must receive access to all covered services without regard to sex, race, color, religion, ancestry, national origin, creed, ethnic group identification, age, mental disability, physical disability, medical condition, genetic information, marital status, gender, gender identity, sexual orientation, or identification with any other persons or groups defined in Penal Code Section 422.56, except as needed to provide equal access to Limited English Proficiency (LEP) Members or Members with disabilities, or as medically indicated.

• Appointment Standards for PCPs & OBs (PDF) | Last Revised: 1/23/2024
• Appointment Standards for Behavioral Health (PDF) | Last Revised: 1/23/2024
• Appointment Standards for Specialists (PDF) | Last Revised: 1/23/2024

• Direct Adult Hospitalist (PDF) | Last Revised: 02/27/2023

Any of your IEHP Members needing medical attention may visit an Urgent Care Clinic after regular business office hours and on weekends. A listing of all Urgent Care Clinics is found on the IEHP Doctor Search.

You will need Adobe Acrobat Reader 6.0 or later to view the PDF files. You can download a free copy by clicking here.