PCP after-hours access requirements
To be compliant, have your messaging or answering service include appropriate instructions.
The compliant response for an emergency instructs the caller/patient to hang up and call 911 or go to ER or connects caller directly to the doctor.
The compliant response for urgent would direct the caller to Urgent Care or ER, to call 911 or directly connect the caller to their doctor or the doctor on call.
Messaging that only gives callers the option of contacting their health care practitioner (via transfer, cell phone, pager, text, email, voicemail, etc.) or to get a call back for urgent questions or instructions is not complaint, as there is no direct connection to their health care practitioner.
Is your practice compliant?
September 2019 Anthem Provider News - Indiana