To Our Members in San Diego
Updated: 3/26/2024
Thank you for your trust. Let us know how we can help.
If you were affected by the Scripps Health change last fall, you know it caused quite a stir in the community. It affected close to 30,000 older adults in San Diego, many who—maybe like you—had been with their Scripps doctors for many years. That’s why we are thrilled that so many of our members chose to stay with SCAN through the Scripps change. Your loyalty means the world to us.
Please know that SCAN and your new doctor and medical group are committed to providing the same quality care and service you’ve come to expect. If you still have questions or there’s anything we can do to help your care go smoothly, please let us know. You can call SCAN Member Services or send a secure message through your SCAN online member account.
For now, the information below and the frequently asked questions may be useful.
First, when you switch to a new doctor at a new medical group, follow these three steps to get your care off to a good start:
1. Transfer your medical records to your new doctor. Call your former doctor’s office and ask them to transfer your medical records to your new doctor.
2. Make an appointment with your new doctor. Your relationship with your new doctor is important, so schedule your first visit soon. You can find your new doctor’s contact information on your SCAN ID card.
3. Get to know your new medical group. The medical groups SCAN works with in San Diego offer many resources. We encourage you to visit their websites to get familiar with what each one offers its patients. For example, you should find out:
- Which urgent care locations you should use
- How to make appointments—some offer online scheduling
- If they offer a patient portal and how to sign up
- Where you’ll go for lab work and x-rays
- If they offer health education or patient support events
Frequently Asked Questions
Q: According to my SCAN ID card, I belong to Scripps Classic—but I changed to a different medical group this year. Is my ID card correct?
As long as it lists your new medical group, it’s correct. If you didn’t change to a different SCAN plan for 2024, then Scripps Classic (or Scripps Signature or Scripps Heart First) is still the name of your SCAN plan. Your SCAN plan is separate from your medical group. That’s why you can change doctors and medical groups at any time, and still keep SCAN as your health plan.
We realize the Scripps name makes it a bit confusing. But remember, depending on your new medical group and doctor, you may still be able to use Scripps Hospitals.
Q: What do I do if I am in the middle of treatment or have a surgery planned?
If you have appointments or care scheduled, we will help make sure your care goes smoothly during this transition. This includes such things as specialist care, a scheduled surgery or skilled nursing facility stay, and rental of medical equipment (like oxygen, wheelchair, hospital bed, etc.). Please call SCAN Member Services at (800) 559-3500 (TTY: 711) and let us know what’s happening.
Q: I called my new doctor’s office and can’t get an appointment soon enough—can SCAN help?
We want you to always get needed care right away. How soon is soon enough depends on the situation.
- For routine appointments, like your annual wellness visit or physical: Know that it’s fine to wait a month or two. These are longer appointments and there are a limited number available. If something comes up and you need medical attention before your routine appointment, call to see if there are any short appointments available sooner, or go to urgent care.
- For follow-up appointments: If you’re at the doctor’s office and are told you need a follow-up visit, find out when the doctor wants to see you again and make the appointment before you leave. If you’re calling for the appointment later, be sure to tell them when the doctor wants to see you.
- For last-minute appointments: Call your doctor’s office to find out if they can see you within a few days. Many offices keep room on the schedule for short appointments just for situations that can’t wait for a regular appointment. Or, there may have been a cancellation.
- For urgent care: All doctors work with certain urgent care centers that are part of their medical group system. Find out which locations you can go to for urgent care.
- In a medical emergency: Call 911 or go to the closest emergency room. Let your doctor know as soon as possible so they can help with any follow-up care needed.
If you’re not getting needed care in a timely manner, please call SCAN Member Services at (800) 559-3500 (TTY: 711).
Remember, SCAN offers benefits to support your care, too. Many SCAN plans have the following benefits:
- Nurse Advice Line
- Telehealth for Urgent Care (by phone or virtual visit)
- Telehealth for Behavioral Health (virtual visit only)
Q: What if I don’t like my new doctor or just want to change to a different one?
We understand that the doctor-patient relationship is very personal and what works well for one person may not work well for another.
That’s why you can change primary care doctors at any time and for any reason. It’s important that you find a doctor you trust and who has an office staff that is helpful.
You can change your doctor and even your medical group in your SCAN online member account. Or call SCAN Member Services at (800) 559-3500 (TTY: 711) to make the switch.
Q: How do I choose a new primary care doctor?
You can start by talking to friends and family and seeing if they have any recommendations. Find out if these doctors are in the SCAN network by entering their name(s) in our online provider search tool. You can also use the search tool to look up doctors by zip code, language, gender and more.
Q: I like SCAN but don’t want to pay a monthly premium. What are my options?
Depending on the time of year, you may be able to make a plan switch outside of the Medicare Annual Enrollment Period. Call SCAN at (800) 559-3500 (TTY: 711) to find out.
SCAN offers many plans in San Diego county, most of which have no monthly plan premium. For example, SCAN Alta is accepted by all the medical groups in our San Diego provider network and has no monthly plan premium and many $0 copays. Learn more here.
Q: I want to change to a different SCAN plan. What do I need to do?
We’re glad you’ve found a SCAN plan that is a better fit for you!
First, call SCAN to find out if you’re able to make a plan switch outside of the Medicare Annual Enrollment Period. If you are, you can change to another SCAN plan in your SCAN online member account. Remember, you’ll also need to have the name of your primary care doctor. Again, SCAN Member Services can help you change your plan.
