Frequently Asked Questions (FAQ)

How quickly are calls answered? 

• Most calls are answered by a licensed provider in approximately a minute, 24/7/365. There’s no triage process, so nurses are immediately connected to someone who can help.

What devices can be used to access VitalCare? 

• VitalCare is accessible on iPads and other approved Apple devices as deemed appropriate by your facility. We work with each facility to ensure your setup is compatible and user-friendly. 

Who are the providers answering the calls?

• VitalCare connects you directly with licensed, credentialed providers trained in post-acute and long-term care. They are available around the clock and respond in real time. We are an extension of your medical team, not a call center. We work directly with your Medical Director as a partner to ensure we are providing the best possible care for your residents. 

Does VitalCare integrate with our EHR?

• Yes. If integrated, nurses can search by patient name, and the resident information will automatically be shared with the provider. This saves time and improves accuracy during delivery of care. 

Is there a limit to how often nurses can call?

• No. Nurses can use VitalCare as often as needed. There are no usage caps, and our providers are always on call. 

How do VitalCare providers manage medication requests?

• Our providers will assess patients with the intent of treating post-acute conditions. As such, we do not treat chronic conditions, provide range dosing, or prescribe certain medications (such as psychotics). VitalCare providers may prescribe bridge medications when necessary, until timely follow-up is available by their regular physician.

• If your facility uses a pain management team, additional coordination may be necessary.
• For new admissions, the patient must first be admitted to your facility before connecting to a provider regarding medication clarification/orders.

What training is provided for my staff?

• We provide personalized onboarding for your staff, including hands-on training and ongoing support. Most nurses are comfortable using VitalCare after a short orientation session and are confident after their first call.

Is there reporting available for facility leadership?

• Yes. VitalCare provides administrators and clinical leadership with daily PHI reports. These include details of the patient involved, the provider who handled the request, the nurse that initiated the call with the details of their chief complaint, and the orders given by the provider. These reports help ensure accountability and continuity of care.

• Full interaction records are available upon request if needed, please contact your Customer Success Manager to request detailed reporting.

Are there new protocols that I will need to remember to request lab tests?

• No. You will follow the same process as you normally do as directed by your facility. VitalCare does not change any of your current processes for requesting a lab test. 

How does this help reduce ER visits?

• By giving nurses immediate access to a provider, many issues can be managed on-site—avoiding unnecessary emergency department transfers and helping residents stay in place when appropriate. 

What’s the benefit to our Medical Director?

• VitalCare allows medical directors to delegate confidently, knowing a provider is always available—even when they’re offsite or unavailable. This helps reduce burnout and after-hours burden while maintaining high-quality patient care.

Have additional questions? Please reach out to your Customer Success Manager and we'd be happy to help!