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August 2026 Top of Mind
Mandated provider appointment availability survey (PAAS) underway
Be on the lookout – over the new few weeks, approximately 16,500 providers throughout California will receive an email with the subject line “A Short DMHC-Required Survey” from invites@mailer.surveygizmo.com.
Don’t worry – it’s not spam or a phishing attempt. It means you’ve been selected to complete the annual provider appointment availability survey for OptumHealth Behavioral Solutions of California (Optum). The survey is administered by QMetrics, our partner vendor, on our behalf. In addition to the email, some providers will receive a survey via fax from 1-619-393-1142.
Here’s what you need to know
What’s the survey about? |
It’s intended to capture the first available urgent and non-urgent appointment (date and time) for specific situations, whether the appointment is in-person or via telehealth. If same day appointments or walk‐ins are available, please indicate that in the survey. As a reminder, you can review California wait time standards to ensure your practice is in alignment. |
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Survey responses are mandatory |
If you receive an email, you must participate in the survey. It’s required by California regulations and by your participation agreement with Optum. You cannot opt out. If you do not respond to the initial outreach, QMetrics will follow up with you. |
The survey must be completed by the designated provider |
Each survey will have a unique, provider-specific link to an online survey. |
It takes just 5 minutes to complete |
Good news – it’s not a long or complex survey. |
Not all providers will receive an email or fax |
Requests are sent to a random sampling of Optum network providers in each county in the state. |
You may receive survey requests from several insurers/payers |
Because this is a state-mandated survey, you may receive survey requests from the different health plans you’re contracted with in California. And, if you practice in several counties, you may even receive several surveys by a single health plan. Each survey would ask about your availability at the different practice locations. Please complete each survey you receive. |
Responses are shared with DMHC |
QMetrics sends us a summary of all survey responses. We’re required to share the report with the Department of Managed Health Care (DMHC). |
Survey background
The California Knox-Keene Act requires health plans maintain provider networks that are sufficient to provide enrollees access to covered health care services within specific appointment wait time standards. Working through Optum and other payers, DMHC uses the annual appointment availability survey to monitor that network providers are rendering care in a timely manner appropriate for the nature of the patient’s condition.
Survey follow-up
When you receive a survey via fax or email, you have 5 business days to respond.
- If you do not respond within that timeframe: A QMetrics representative will call you to complete the survey by phone.
- If the call goes to voicemail: QMetrics will leave a message with a phone number you should call during business hours within 2 business days to complete the survey. Once QMetrics leaves a voicemail, you must complete the survey within 2 business days.
- If you do not respond: Optum is required to follow up with you, verify your contact information and provide feedback, which may include corrective action for you.
Questions?
For questions related to survey invitations or completion, please email QMetrics at Paassurvey@qmetrics.us. Please do not contact DMHC. If you have other questions, please contact your Provider Advocate.
