FAQ Directory: Patient-Centered Medical Home (PCMH)

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5.22.2018 AC 08 How does NCQA define “timely” phone or e-mail clinical advice? Are practices required to document response time?

Practices define “timely” advice after considering the needs of their population. Practices must submit their written policy for responding to calls and e-mails, which may categorize the types of requests and appropriate response times.
Practices must also monitor and demonstrate their documented process defining response times to a nonurgent message and a report summarizing response times.
 

PCMH 2017