Get the Care You Need

Learn when to get care, who to contact, and usual wait times for appointments.

Primary Care Provider (PCP)

Visit your Primary Care Provider* (PCP) if you have not had a recent health check-up or have not met with your PCP. Learn who to contact in your care network.

When to Visit Your PCP:
  • Routine check-ups to prevent future health issues
  • Treating sudden or short-term health problems
  • Managing long-term conditions or diseases like diabetes

You should be able to get an appointment within:
  • 10 business days for PCP appointments that are not urgent.

If you need help finding the phone number of your PCP, please call SFHP Customer Service at 1(415) 547-7800 weekdays from 8:30am – 5:30pm.

*Your Primary Care Provider is the doctor, nurse practitioner, or physician assistant who is in charge of your health care.

Specialist

Visit a specialist if you need expert advice or treatment for a specific problem.

Some examples of when to visit a specialist:
  • Asthma
  • Diabetes
  • Heart problems

You should be able to get an appointment within:
  • 15 business days for specialist care that is not urgent.

Contact your PCP about what specialists you may need to see. If you need help finding the phone number of your PCP, please call SFHP Customer Service at 1(415) 547-7800, TTY 1(888) 883-7347 weekdays from 8:30am – 5:30pm.

Behavioral and Mental Health Services

You can get mental health services through specialists from Carelon Behavioral Health. Talk with your PCP if you think you may have symptoms of any mental health issues. Most people get better with treatment. This can be medicine, counseling, or talking with a Behavioral Health Specialist.

Mental health services can treat anxiety, depression, or behavioral health problems.

You can get outpatient mental health services at no cost with SFHP.

Some examples of when to talk with a Behavioral Health Specialist:
  • Mental health screening and treatment
  • Psychological testing to check your mental health condition
  • Lab work, drugs, and supplies
  • Psychiatric assessment and medicine if needed
  • Screening, counseling, and referral to treatment

You should be able to get an appointment within:
  • 10 business days. Carelon Behavioral Health will reach out to you. A Behavioral Health Specialist can give you a mental health screening if you have mental health needs that are not urgent.

You do not need a referral to get Mental Health Services. You can call Carelon Behavioral Health to learn more or get an appointment at 1(855) 371-8117, or visit carelonbehavioralhealth.com.

After-Hours & Urgent Care

Urgent Care is available when you need to be seen by a provider right away.

Some examples of when to get urgent care:
  • Cold, flu, fever
  • Infections (skin, eye, ear, etc.)
  • Stomach problems (pain, vomiting, diarrhea)

You should be able to get an appointment within:
  • 48 hours for urgent appointments with your PCP.
  • 96 hours for urgent appointments with a specialist.

Urgent Care Centers

You can go to an urgent care center if your PCP is not available and you want to get care in person. Check your medical group and which centers you can go to:

    Members of North East Medical Services and Chinese Community Health Care Association:

  • Visit one of the many Dignity Health-GoHealth centers located across San Francisco.

Teladoc:

You can call a provider by phone or video if your PCP is not available and you want to get care for simple health problems.

Some examples of when to use Teladoc:

  • Colds/Flu
  • Vomiting & Diarrhea
  • Skin Rashes

Visit teladoc.com/sfhp or call 1(800) 835-2362.

Nurse Advice Line:

You can talk to a nurse 24/7.

Some examples of when to use the nurse advice line:

  • If you need to see a doctor.
  • If your symptoms get worse.
  • If you have questions on how to start feeling better at home.

Call the nurse advice line at 1(877) 977-3397.

Emergency Care

Visit a hospital emergency room only if you have a medical emergency.

Some examples of medical emergencies:
  • Hard time breathing and/or shortness of breath
  • Chest or upper stomach pain, or feel pressure in your chest
  • Sudden numbness or weakness in the face, arm, or leg

If you think your health issue is life-threatening or will get worse on the way to the hospital, call 911 and have local emergency medical services come to you.