Transforming overnight care with a dedicated virtual urgent team
Patient needs don’t always fit neatly into a 9-to-5 schedule. Illnesses and urgent concerns can arise at any hour, and people rely on health systems to be there when it matters most. But how can facilities provide consistent, around-the-clock care when resources and staff are already stretched thin?
One regional health system faced this exact challenge as they worked to strengthen their 24/7 virtual urgent care service. To ensure patients had timely access to overnight care, they partnered with LT Telehealth to optimize their overnight urgent care offering. Together, they developed a reliable remote coverage model staffed by dedicated physicians and advanced practice providers (APPs). The result: reduced wait times, expanded patient access and seamless integration into the client’s existing workflows — delivering care when patients needed it most.
Challenge
Before implementing this innovative partnership, in-house emergency department physicians managed overnight coverage for the facility’s virtual urgent care services. But their primary focus was on in-person patients, which created several challenges for the virtual care program:
- Patients often experienced hours-long wait times or were unable to be seen at all
- Emergency department physicians were stretched thin, struggling to balance in-person and virtual responsibilities
- Patient experience and satisfaction suffered due to inconsistent availability
Seeing the need for dedicated overnight support, they turned to LocumTenens.com to assemble a bench of clinicians focused solely on virtual urgent care visits.
Solution
LT Telehealth designed, launched and managed a custom-tailored telehealth coverage model. Key features included:
- Dedicated providers: Two physicians and four APPs to ensure reliable coverage
- Timely response standards: Clinicians committed to responding to patient requests within 30 minutes
- Integrated delivery: All care was provided through the client’s existing system, which served as both the EMR and video platform
- Collaborative practice model: APPs were paired with a collaborating physician in compliance with state regulations
- Program oversight: A dedicated project manager facilitated cross-functional coordination, ensuring consistent service levels and seamless telehealth operations
- Payor Enrollment: Streamlined provider enrollment, allowing for easy billing of our clinicians’ services
Results and impacts
The new program was seamlessly integrated into the facility’s EMR system and operations. Since its launch in November 2024, the program has supported more than 1,000 patients during overnight hours.
Key outcomes include
- Improved patient access: Patients are consistently seen within the target 30-minute response window
- Enhanced patient experience: Reduced wait times have strengthened trust in the virtual urgent care service
- Patient retention: Ensured patients remained within the health system for care, reducing out-of-network utilization and preserving revenue
- Increased patient satisfaction: Enhanced patient experiences; treated and seen in a timely manner with a significant drop in wait times, strengthening patient trust in the virtual urgent care service
- Operational efficiency: In-house ED physicians were able to focus on in-person emergencies without the added burden of virtual coverage
Looking ahead
The rise in overnight volumes reflects a trend of increasing demand for virtual urgent care during off-hours. When given the appropriate tools and resources, facilities and their clinicians can thrive, bringing reliable care and treatment. This partnership highlights LT’s strategic ability to scale virtual care solutions, integrate seamlessly with client workflows and adapt quickly to evolving needs.
Explore our comprehensive solutions for more information on what a partnership with us would mean for your facility's success.
Contact LocumTenens.com today to discuss tailored workforce solutions that reflect the specific needs of your facilities and patient communities.