Concierge Medicine

Ask the member how they want this handled, then honour the answer

Not every after-hours concierge caller wants a physician on the line tonight. Capture the member's preferred contact method, route on it, and report back on what members actually chose.

The member is asked how they would like the matter handled, and the answer is captured on the call
The options offered are the ones your practice authorises — a callback from the on-call physician, an urgent care referral, or a summary to read in the morning
Urgent triage runs first regardless, so a member who asks to wait until morning but reports an emergency is still escalated
The member's stated preference is recorded, so the follow-up matches what they actually asked for
Non-urgent matters are logged with full details for a next-business-day callback
Your dashboard reports what members chose, alongside urgency level and the action taken

How it pays back

Asking Is Part of the Service

A member calling at 11 PM about something that has been building for two days may not want a physician woken on their behalf. Offering the choice — callback now, referral, or a summary for the morning — treats them as the adult who is paying for the access.

A Preference Recorded Is a Preference Honoured

The member's choice is captured on the call and carried into the follow-up, so nobody in the morning has to guess whether they wanted a call or an appointment. This is the difference between asking a question and acting on the answer.

Urgency Overrides Preference

Choice applies to how a concern is handled, never to whether a red flag is escalated. Targeted triage questions about severity and duration run before the preference is acted on, and urgent cases escalate immediately whatever the member said they would prefer.

Morning Callbacks Start From the Member's Own Framing

Routine matters are logged with the caller, the reason for contact, the urgency level and the preference. The morning call therefore opens with the member's own description of what they wanted, rather than an attempt to work it out from a message.

Reporting Shows What Members Actually Want at Night

All after-hours calls are logged with reason, urgency level, action taken and the provider contacted, and that is available in your practice dashboard. Over a few months it tells you whether your members are calling for reassurance, for access, or for scheduling.

Urgent calls escalated

Clinical triage routes emergencies to on-call provider immediately

Calls logged with context

Structured summaries for next-business-day follow-up

On-call routing configured

Contact methods and escalation rules customized per practice

Named EMR integrations

Patient history and clinical context pulled from your EMR in real time

Frequently asked questions

Can members choose how they are contacted after hours?

Yes. The call asks whether the member would prefer a callback from the on-call doctor, an urgent care referral, or a summary emailed for review in the morning. The preference is captured and honoured.

What options can we offer members?

Whichever ones your practice authorises. Callback from the on-call physician, an urgent care referral and a morning summary are the common three, and the list is part of your configuration rather than a fixed menu.

What if a member asks to wait until morning but describes something urgent?

Urgency wins. The triage questions about severity, duration and whether the matter can wait run first, and where your clinical guidelines mark a case urgent it is escalated immediately regardless of the member's stated preference.

Where is the preference recorded?

On the call record, alongside the caller, reason for contact, urgency level and action taken. That record is what the morning team works from, so the follow-up matches the request.

How is after-hours call activity reported?

Every after-hours call is logged with the caller, the reason, the urgency level, the action taken and the on-call provider contacted, and that data is available in your practice dashboard for compliance reporting and quality review.