The Children’s Partnership, a California advocacy organization advancing child health equity through research, policy, and community engagement, commissioned WestGroup Research to survey county Medi-Cal call lines in more than 30 counties. Their research found that Medi-Cal enrollees in some counties were forced to wait up to 90 minutes to get assistance, leading to many abandoned calls and possibly a loss of Medi-Cal coverage for those seeking assistance. San Diego County was highlighted for providing strong customer service, with an average hold time of just under one minute. This outstanding customer service supports San Diego residents’ ability to maintain health coverage and access the care they need.
