FAQ Directory: Patient-Centered Medical Home (PCMH)

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12.03.2019 AC 03 How does NCQA define “regular business hours”? Our practice is open from 8 am–5 pm. Would opening from 7 am–4 pm meet the requirements of this criterion?

By “regular business hours,” NCQA means 8 am-5 pm, Monday-Friday. The practice determines its hours of operation. Offering appointments between 7am and 4pm meets the criterion. The intent is that practices provide appointments outside typical business hours, to accommodate patients’ access needs. A practice could also shift staff hours—some staff work from 7 am-4 pm weekdays; some staff work from 8 am-5 pm weekdays—to enhance access.

PCMH 2017