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Aetna® requires you to provide after-hours availability


Aetna requires that behavioral health providers have a reliable 24/7 live answering service or voicemail system.


Aetna wants to ensure the safety of our members. We know that your patients and clients trust you and that often you are the first person a patient will call when they are experiencing a crisis. For that reason, we complete yearly surveys of our behavioral health network providers to assess compliance.


Minimum after-hours availability standards


Behavioral health MDs, at a minimum, are required to have a notification system or designated practitioner backup.


Behavioral health non-MD providers, at a minimum, must have a message system that provides 24-hour contact information for a licensed behavioral health professional.


Please see the Aetna Behavioral Health Provider Manual (PDF) (or visit the Provider Manuals page anytime for the most recent manual) for more information on access-to-care standards.


We thank you for keeping these measures in place to ensure the safety of your patients and clients.

Legal notices

Aetna is the brand name used for products and services provided by one or more of the Aetna group of companies, including Aetna Life Insurance Company and its affiliates (Aetna).

Health benefits and health insurance plans contain exclusions and limitations.

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