This is a great system. And it is definitely where Medicine needs to go. Interestingly I was in Hawaii working with HMSA medical leadership promoting Patient Centered Medical Home. One of the 7 fundamental elements of PCMH is Enhance Access, i.e. meeting the patient at the patient/member's perceived need rather than the provider's convenience. Advanced Access Scheduling, emial care, and enhanced phone care is all a part of this Enhanced Access. So - my congratulations to you all for operating this great system.
However, in my particular case, given our super-fast high-tech world I did expect an answer a bit sooner than the 2hr (3:58 amEST - 6:01 amEST). I had immediately received an email saying a doc was reviewing my question at that very moment (I have his name written somewhere) and wanted to know if I felt the situation was urgent - I think I said moderate as I know I was not dying but wanted to get things done soon as it was already 10:30pm Honolulu. I did try to send a message about 5:00 amEST saying since I had not heard an answer, I no-longer needed help as I had decided to go on to ER myself. I did end up with antibiotics and my foot is steadily getting better.
Thanks - and I liked you picture
Ken Joslyn, MD,MPH
I have the privilege of working with all of the below to transform our Health care system in the same ways you are doing:
Medical Director, Metropolitan Health Plan
Principle, Hennepin Health Safety Net ACO
PCMH Medical Leadership Consultant, ICSI Professional Partners
If you are interested in Hennepin Health Safety Net ACO this is a neat video - bottom of this site - http://www.hennepin.us/healthcare