After-Hours
After hours, the AI pages whoever covers the caller's site, escalates if no one answers, sends emergencies to 911 and leaves each site a morning list.
By MedReception AI, physician-built by Paul Toomey, MDPublished
Site A's on-call physician should not be woken for Site B's patient unless your chain says so. The AI identifies the caller's location from their record or by asking, then pages the provider on that site's roster for tonight. Cross-site coverage happens only where you have written it in.
Rosters change nightly, and a paper schedule at one desk does not reach the others. The AI reads the roster you keep for each site, so the page goes to the person actually covering, and a swap entered that afternoon is honoured that night.
Whether or not you have written an after-hours protocol, a caller who describes an emergency—sudden weakness, confusion, trouble speaking, the worst headache of their life—is told to call 911 or go to the nearest emergency department. Your protocol can add that the on-call provider is notified as well; that instruction stays in place.
Overnight calls are sorted by site: what was booked onto that location's schedule, which provider was paged and whether they acknowledged, and which messages are waiting for staff. The main office does not have to forward the satellite's calls by hand.
Per-site on-call rosters
Coverage is set for each location by night, weekend and holiday, and the AI pages the provider listed for the caller's site
Written escalation chain
If the first page is not acknowledged, the AI moves to the backup you named and records each attempt
Emergency instruction by default
A caller describing an emergency is told to call 911 or go to the emergency department without waiting for a page
Morning list per location
Overnight bookings, pages and messages are sorted by site so each front desk opens to its own list
Yes. Each site has its own roster, and the AI pages the provider listed for the caller's site. If a smaller satellite does not staff its own on-call, you can point its roster at the main office's provider for those nights, and that routing is visible in the morning log.
It follows the escalation chain you wrote: if the first page is not acknowledged, it pages the backup, then the next name on the chain, and records each attempt. The caller is told that the on-call provider is being contacted.
They are told to call 911 or go to the nearest emergency department. That instruction is the default and does not depend on your protocol existing. Your protocol can add steps, such as notifying the on-call provider as well, and the exchange is logged for the morning review.
The AI makes no clinical judgement. It applies the paging rules your practice writes—which described situations page a provider and which are held as messages for staff. Anything that does not clearly match a rule follows the fallback you set for that site. A caller describing an emergency is always directed to 911 or the emergency department.
Each location gets its own morning list: appointments booked onto its schedule overnight, which provider was paged and whether they acknowledged, and the structured messages waiting for staff, including refill requests and reschedules. Anything a caller reported about symptoms or medications is in that summary for a person to review and file; the AI does not write it into the chart.
Core Workflow
Call routing and triage
Multi-location routing uses the same AI triage logic as single-site clinics, but optimized for network-wide availability.
Next step
How it differs by specialty
What changes between specialties.
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