Still Have Questions?

Changing to a Different Doctor and/or Medical Group

SCAN wants you to have a positive and satisfying relationship with the people providing your healthcare.

And we’re always ready to help make that happen for you. After all, your primary care doctor and your medical group are closest to your care.

Below are some questions we’ve heard from members. The answers here can be helpful when changing to a different doctor or medical group. Remember, too, Member Services is ready to help you in your search and making the change. Call Member Services at (800) 559-3500 TTY: 711


Still Have Questions?

Try a search, or give us a call at 800-559-3500 (TTY User: 711).

If You’re Interested in Changing to a Different Doctor or Medical Group

I’m not happy with my doctor. What can I do?

Your relationship with your doctor is important to us. You can choose a new primary care doctor at any time, for any reason.

If you want a different doctor but like the medical group, you can easily change to another doctor at that same group. And if you like the office staff, ask if they also support any of the other doctors at the group.

You might want to see a different doctor because it’s just time for a change. But if you’re having any serious issues with your doctor, we’d like to know. Call Member Services to share your concerns.

What can I do if I like my doctor but I’m not happy with the way the medical group works?

Some doctors work with more than one medical group. If yours does, you could keep your doctor and change your medical group. Keep in mind this may change any specialists you see.

Call Member Services for help if you want to keep your doctor but change medical groups.

Making the Change

When can I change my doctor?

You can choose a new primary care doctor at any time and for any reason.

Once you choose a new doctor, the change will go into effect either on the first day of the next month or the first day of the following month. It depends on when you request the change and whether you are also changing to a new medical group.

How do I change doctors?

  • 1. If you don’t already have a new doctor in mind, use the doctor search tool or call Member Services to find a new primary care doctor.
  • 2. If the new doctor is in the same medical group as your current primary care doctor, you can either call Member Services or you can make the update yourself online:
    1) Sign into your SCAN online member account
    2) Click on the “View Your PCP” button
    3) Click on “Request PCP Change” (under your doctor’s information)
    4) Follow the on-screen instructions to select your new doctor and the date you want the change to go into effect
  • 3. If the new doctor is in a different medical group, you’ll need to call Member Services. They will make the change for you.

Once you’ve requested the change, be on the lookout for your updated SCAN ID card. It will arrive in the mail in seven to 10 business days.

The change to the new doctor will be effective on either the first day of the next month or the first day of the month after that. This will depend on when you request the change and if you are also changing medical groups.

Why doesn’t SCAN’s Provider Directory tell me a doctor’s rating?

All the doctors in SCAN’s Provider Directory have completed rigorous medical training and have up-to-date medical licenses. SCAN doesn’t collect ratings from members about their doctors, but if you’re interested in patient reviews of doctors, check the medical group’s website or search the doctor’s name and office online.

Can I change my doctor online?

Yes, if you are changing to a new doctor in the same medical group as your current doctor AND you have a SCAN online member account. Here’s how to switch to a new doctor online:

  • Sign into your SCAN online member account
  • Click on the “View Your PCP” button
  • Click on “Request PCP Change” (under your doctor’s information)
  • Follow the on-screen instructions to select your new doctor and the date you want the change to go into effect

If you haven’t registered for a SCAN online member account yet, you can do it here.

If you’d like to change to a doctor in a different medical group, you will need to call Member Services. They will make the change for you.

When will the change to my new doctor be effective?

The change to the new doctor will be effective on either the first day of the next month or the first day of the month after that. This will depend on when you request the change and whether you are also changing medical groups.

Can I change to a doctor in a different medical group?

Yes, you can change to a doctor in any medical group that’s in your SCAN plan.

But be aware that if you currently see any specialists or are receiving any services related to your care, your new doctor will need to issue new referrals and authorizations. This often means you’ll see a different specialist in the future.

Call Member Services for help changing to a doctor in a different medical group.

Can I change doctors but stay with my current specialists?

Are you switching to a new primary care doctor in the same medical group as your current doctor? If so, it’s likely you will be able to continue seeing your current specialists. Still, it’s best to make sure by confirming with the new primary care doctor’s office. Member Services if you need any help with this.

Is the new doctor in a different medical group? Your new primary care doctor will need to issue new referrals and authorizations. If your current specialist doesn’t work with the new medical group, you may be referred to a different specialist.

If You Receive a Change Letter

I received a letter that says I am being switched to a new primary care doctor. What do I do?

This means that your care is being handed over to a new doctor. Watch for a new SCAN ID card with your new doctor’s name and information to be coming soon.

What you need to do:

  • If your new doctor is in a different office or in a different medical group, call your previous doctor’s office and ask that they send your medical records to the new office.
  • Be sure to ask the new doctor’s office if they work with the specialists you see now. If not, you may be referred to a new specialist.

If you have any appointments or care already scheduled for after the date your new doctor is effective, we’ll work to make sure this isn’t disrupted. Just call SCAN Member Services for help.

Why am I being changed to a different doctor?

Unfortunately, the primary care doctor you’ve been seeing is no longer available. This could be because they’re moving to a new office, changing to a different medical group, retiring or some other reason.

We know that your relationship with your doctor is important – and so is being able to get the care you need. Rest assured, the new doctor is ready to take over your care.

Will I still be able to see my specialists?

If your new primary care doctor is in the same medical group as your current primary care doctor, it’s likely you will be able to continue seeing your current specialists. Still, it’s best to make sure by confirming with the new primary care doctor’s office. Member Services if you need any help with this.

If you’re being changed to a primary care doctor in a different medical group, your new primary care doctor will need to issue new referrals and authorizations. If your current specialist doesn’t work with the new medical group, you may be referred to a different specialist. Call Member Services for help with starting your care with a different medical group.

Will changing to a different doctor disrupt my care at all?

Your new doctor is ready take over so you can continue to receive the care you need.

There are some things you can do to help the transition go smoothly:

  • If your new primary care doctor is in a different office or in a different medical group, ask the previous office to send your medical records to the new doctor’s office.
  • Be sure to ask the new office if they work with any specialists you are seeing. If they don’t, you may be referred to another specialist.
  • If you have any appointments or care already scheduled for after the date your new doctor is effective, we’ll help you to make sure this care isn’t disrupted. Just call SCAN Member Services for help.

Will my new primary care doctor be like my previous doctor?

Whenever possible, we change you to a doctor with the same criteria as the doctor you’re used to seeing. We do our best to match you with a doctor similar in location, gender, languages spoken and other characteristics that will help make the transition as seamless as possible for you.

You can find out more about your new doctor with our online doctor search tool. Or, call Member Services for information.

My primary care doctor is leaving my medical group. What do I do?

This means that your care will be changed to a new doctor. Watch for a new SCAN ID card with your new doctor’s name and information to be coming soon.

What you need to do:

  • If your new doctor is in a different office or in a different medical group, ask the old office to send your medical records to the new office.
  • Your new doctor may not work with the same specialists as your current doctor. Be sure to ask the new doctor’s office if they work with the specialists you see now.
  • If you have any appointments or care already scheduled for after the date your new doctor is effective, we’ll work to make sure your care isn’t disrupted. Just call SCAN Member Services for help.

I’d like to stay with my primary care doctor, can I follow them to their new medical group?

We know that your relationship with your doctor is important, and sometimes it’s possible to follow them to their new office. Call Member Services for help finding out if your doctor’s new office is in your plan and accepting new patients.

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