Your patients reach a care line after hours — we handle it.
When your practice closes, calls don’t stop. ElderberryMD’s after-hours care line triages every call, routes routine messages to your inbox, and schedules callbacks — so your patients get a response and you get your evenings back.
After hours, your patients still call.
Most practices don’t have a good answer. The options are expensive, incomplete, or both.
ER visits that didn’t need to happen
When patients can’t reach anyone after hours, routine concerns escalate. They end up in the ER — a $2,000+ visit that a 10-minute triage call could have prevented.
Morning callback pileup
Missed after-hours calls stack up overnight. Staff spend the first two hours of every morning returning calls that could have been resolved the night before.
Answering service dead ends
Patients hear “leave a message and someone will call you back.” They don’t know if the message went anywhere. Satisfaction drops. Complaints follow.
How our after-hours care line works
ElderberryMD’s care line handles every call so your team doesn’t have to.
Patient calls after hours
Your after-hours number routes to the ElderberryMD care line. Every call is answered. No voicemail, no busy signal.
Care line triages the reason
We determine whether the call is urgent, routine, or administrative. The triage protocol is built around your practice’s preferences.
True emergencies → 911
If a caller describes a life-threatening emergency, the care line instructs them to call 911 immediately and ends the call. No exceptions. We do not route emergencies to physicians.
Routine & admin → inbox + callback
Refill requests, appointment questions, and non-urgent concerns are routed to your inbox with a summary and flagged for a scheduled callback the next business day.
Patient consent is disclosed and collected at the start of every call. Every call is recorded for quality, safety, and dispute resolution.
Built for safety, not convenience
The after-hours care line does not take a patient call until it has cleared the gates below. They are go-live conditions, not marketing — we are publishing them so you can hold us to them.
Eval harness
Before the care line handles a single real patient call, it must pass a scripted evaluation suite covering emergency presentations, confused callers, and escalating situations, at a fixed appropriate-action threshold. The suite runs in our build pipeline, and a failure blocks release. It has not yet been run against a live call, because there have not been any.
Shadow period
When the first practice goes live, calls are handled in parallel: the care line and a member of our team both take the call, and our team member is the authority. The care line does not become the primary responder for your practice until that period is complete and reviewed. You will be told the day it changes; it will not change quietly.
Always recorded
Every call is recorded in full. Recordings are available to your practice on request and are retained for quality, safety, and dispute-resolution purposes.
Patient consent on every call
Before any health information is exchanged, the care line discloses that the call is being handled by ElderberryMD and obtains the patient’s consent to proceed.
Emergency policy: If a caller describes a life-threatening emergency — chest pain, difficulty breathing, stroke symptoms, a stated intent to harm themselves or someone else, or any situation requiring immediate medical intervention — the care line instructs the caller to call 911 and ends the call. We do not connect callers to physicians. Emergency response is always 911.
Mental health crisis: If a caller is in emotional distress or describes thoughts of suicide or self-harm, the care line surfaces the 988 Suicide & Crisis Lifeline — call or text 988, available 24/7 — and escalates to your practice under your standing protocol. Where the caller states a plan, means, or timeframe, 911 is surfaced alongside 988. The call is never closed to a next-business-day callback.
The after-hours care line is a coordination and triage service. It is not an emergency service, not a crisis counselling service, and not a substitute for either.
Watch a demo call
Hear exactly how the care line handles a sample after-hours call — from greeting to triage to close.
Demo call coming soon
Sign up below to be notified when the demo is available.
Included in the Premium plan
The after-hours care line is part of the Premium plan — ElderberryMD’s full-service offering for physician practices.
Premium Plan
Coming soon. Join the waitlist at no cost.
- Planned for Premium: after-hours coverage. Availability to be confirmed at launch.
- Triage, inbox routing, and callback scheduling
- Emergency protocol: 911 escalation, always
- Full call recordings + transcript access
- Patient consent handling on every call
- Inbox management, refill triage, and records coordination
- Dedicated practice dashboard
Get early access
We’re opening the after-hours care line to a limited number of practices ahead of the January 2027 launch. Sign up to be first in line.
Questions about the care line?
Use the contact form to ask anything. We typically respond within one business day.
Contact us →