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Ensure patients know how to access care after office hours

December 30, 2014

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Primary and specialty care physicians make it a practice to provide coverage after office hours and on weekends. In fact, it is a requirement for all network providers to maintain this coverage. However, are your patients aware of this service, or are they simply going to the emergency room/department (ER) for care?

According to results obtained via the 2013 Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey, the number of members calling the physician after office hours over the last four years has been steadily decreasing for all lines of business. A recent study of a targeted member population showed that members used the ER for urgent medical care, including otitis media, upper respiratory infection, and acute pharyngitis. Forty-one percent of these ER visits occurred on the weekend, when most primary care practices are closed.

Although some physician offices have voicemail or answering services that answer calls after hours, this may not prevent an ER visit if the patient does not call the office or understand the difference between an emergency and an urgent medical care need. Visits to the ER can interrupt continuity of care and may affect quality of care as well ? especially if the patient's physician is unaware of the ER visit and needed follow-up care is absent.

Educate your patients

Independence encourages all physicians to discuss after-hours and weekend coverage with their patients. Physicians can communicate this message by:

  • placing a notification in the office that explains how to contact you when the office is closed;
  • discussing coverage individually with their patients.
Remind patients to contact their primary physician or specialist after an ER visit for assessment of appropriate follow-up care. This is especially important for pediatric patients, elderly patients, and those patients with chronic conditions. Explain that calling will allow the physician office to coordinate services with the facility for the best patient outcome.

All patients want to receive the best possible care. Therefore, they may be more apt to communicate more openly with your office to coordinate care after hours and after ER visits if they understand the rationale behind the request.

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