Picture this: a child wakes up in the middle of the night to wake their parents complaining of an unexplained upset stomach and can not keep food down. They have a fever and absolutely no appetite. Parents are not sure if this is just a bug their child caught at daycare or perhaps something much more serious. They consider going to the ER or urgent care, but they know if they do, it would only lead to a very large medical bill and most likely a long wait to be seen. This is a situation so many parents find themselves in everyday. Instead of all this confusion, if the family’s care provider had an after hours option in place, they would be able get the guidance they need without all the headache or potentially expensive hospital visits.
Emergencies do not follow a certain time table. Just because your patient falls ill or injured outside of your regular business hours, it does not make them any less your patient. It is important for medical practices to have plans in place to handle urgent medical matters that may arise when your office doors are closed. One of the most important things patients look for in a practice is accessibility. They want to know that you will be there for them when they need you. While every doctor does want to be there for their patients at all times, it is a bit of an unreasonable request and can throw the provider’s work/life balance right out the window.
There are plenty of ways to get the best of both worlds and be there for your patients, while also being able to be present in your personal life when away from the office. One way doctors do this is through rotating on-call hours throughout the week. This way, there is always one person to handle any urgent calls so that the other staff members can enjoy their time at home. Patients still have accessibility to a care provider at all times, even if it is not the particular one they see on a regular basis.
Another option that many doctors use is deferring calls to a nurse triage or call answering service. With these services, patients can call a special line made specifically for answering after hours calls. They will then be transferred to a nurse who will consult them on their situation and help patients decide if further immediate medical attention is necessary. They could also be transferred to a call center where a professional telephonist, who is trained on your practice’s protocols, will vet calls and transfer your patient to the appropriate people should treatment become necessary. This can save you from having to answer routine questions that could wait until tomorrow at home.
The best thing about these options is that your patients will be greeted by a live person, not an automated message or voicemail. In moments of uncertainty, this can be very comforting. A primary care doctor handles general medical needs, so they could be receiving calls about any number of ailments and injuries. When a parent’s child is sick, they want help as soon as possible. Having a care provider implements protocols when those unexpected illnesses arise can help put parents’ minds at ease and help build trust between the parent and provider. Instead of having to go searching for help online, like Googling “doctor aurora”, patients know exactly where to call to get the help and guidance they are looking for. Overtime, providers and patients can build a relationship based on mutual trust and respect.
If you are looking to grow your practice, potential new patients will be impressed with your diligence in the care of your patients by offering after-hours options. Patients have a lot of options for their medical care, especially in highly-populated, urban areas. If you are hoping to differentiate yourself amongst all the competing providers in the area, after-hours options can be a great way to show you care.
