Penn Medicine has implemented a 24/7 virtual care service, Penn Medicine OnDemand, which is changing the way after-hours patient needs are handled. Previously, primary care providers were required to be on call during evenings and weekends, often interrupting their personal time to respond to urgent calls from patients.
Aileen John, DO, a family medicine doctor at Penn Family Medicine West Chester and regional medical director of Penn Medicine Primary Care, described her past experience: “During the work week, I could get two to three calls a night, and depending on if it was flu season, maybe 20 calls over the weekend—you’d have to be next to your phone at all times.”
Now, when patients contact their provider outside normal office hours, they are automatically directed to Penn Medicine OnDemand. This service offers around-the-clock access to clinicians who are specifically scheduled for after-hours coverage. As of January 2026, 63 practices in the greater Philadelphia region, Chester County, and central New Jersey use this system. Lancaster General Health and Doylestown Health operate their own after-hours programs but plan further integration with Penn Medicine’s model.
Penn Medicine is the first health care provider in its region to remove the requirement for primary care providers to take evening and weekend call coverage by introducing this type of virtual support.
Jeffrey Tokazewski, MD, medical director of Penn Medicine OnDemand and lead family medicine physician at Penn Medicine Voorhees said: “Patients now have access to a one-on-one appointment with an experienced clinician 24/7/365, and it’s predictable work at predictable hours for the OnDemand providers—it’s a win-win situation for patients and providers.”
The OnDemand team treats common illnesses such as colds and flu, sore throats, stomachaches, headaches, infections, and minor injuries. They have access to patient records through PennChart and coordinate follow-up care with each patient’s primary care team.
Hayley Cassidy, CRNP—a nurse practitioner who joined during the pandemic—explained: “We are a passionate and experienced group, and we love what we do—patients are getting very good care when they come to us.” She added that high ratings from patients reflect strong rapport-building skills among clinicians: “The high ratings show a willingness to create a rapport with patients and ask the right questions.”
John noted that easier access via virtual services has contributed to fewer emergency department visits among her patients. She said this reduces costs and wait times while ensuring appropriate levels of care.
A survey conducted in 2024 among the first 17 practices using OnDemand found that every physician reported improved on-call experiences since implementation. The leadership team estimates call volume has dropped by at least 95 percent for clinicians; remaining calls tend to come only from colleagues regarding critical issues or emergencies.
John observed an immediate improvement in her own work-life balance: “I am passionate about improving the well-being of our providers—so I am passionate about this program.” She also highlighted how these changes support recruitment efforts by offering better work-life balance for new doctors entering primary care roles.
She shared that her middle daughter now aspires toward medicine after seeing positive changes at home due to improved provider wellness initiatives: “She noticed me being present with my family. I started cooking, exercising, and doing things I enjoy again,” John said. “That is what is inspiring her to pursue a future in medicine.”
