Why 24/7 Care Is a Culture, Not a Feature

What Availability Says About an Organization

By Dr. Andy Eskew, MD, MBA

Chief Medical Officer, Revive Health

Throughout my career, I’ve seen that access to healthcare has remained one of the biggest challenges in the United States.  

Patients do not get sick based on business hours. Health concerns show up late at night, over holiday weekends, and when most healthcare offices are closed. Yet much of the healthcare system is still built around traditional schedules. The result is a gap between when people need care and when they can receive it.

When people ask me what is most broken in healthcare today, I often come back to access. Despite all the progress healthcare has made, too many patients are still spending valuable time trying to access care instead of receiving it.

Access Depends on Availability

One of the things that drew me to Revive was a shared commitment to making care more accessible.

As a physician, I know how difficult it can be for patients to get timely care. I have watched as people have waited weeks for appointments or ended up in a higher-cost setting because they didn't know where else to turn.

Healthcare is filled with dedicated clinicians and remarkable advancements, yet many patients still struggle to connect with care.

Without timely access, even the most well-designed care model falls short of its purpose.

The Revive Culture of Care

At Revive, we often talk about what I call the “Revive Culture of Care”.

To me, culture is revealed in the decisions an organization makes when no one is watching. It reflects what an organization is willing to prioritize and the promises it’s willing to keep.

In healthcare, one of those commitments is availability.

Patients do not plan when they will need care, which is why access must be available when those moments happen.

That commitment is reflected in one of the standards we hold ourselves to. We are open 24 hours a day, seven days a week, 365 days a year. That’s culture.

Every interaction reinforces that care is available and over time, that consistency becomes one of the strongest drivers of trust.

What December 23rd Revealed

That commitment was tested on a day when many healthcare organizations were winding down for the holidays.

December 23rd became our highest-volume day ever for patient encounters.

While offices across the country were operating on reduced schedules or preparing to close for the holiday, patients were still seeking care.  

While we were surprised at the volume we saw that day, it reinforced something we see every day. Healthcare demand follows patients, not schedules.

That reality shapes how we approach care. Meeting that need requires a team and a culture committed to being available whenever care is needed.

Why Employers Should Care About Access

When employees struggle to get care, the impact extends into the workplace through missed time, delayed treatment, and more costly interventions down the road.

Quick access to a clinician allows health concerns to be addressed before they become larger disruptions. Employees spend less time navigating the healthcare system and more time focused on their work and personal responsibilities.

Reliability matters as much as access itself since employees place greater value on benefits they know they can use. This is especially true when support is available during the moments they need it most.

That experience influences how people view their healthcare benefits and the organizations providing them.

Culture Is What Makes Access Possible

Healthcare organizations can continue introducing new technologies and services, but access remains the foundation that determines whether those investments reach patients.

Availability does not happen by accident but instead requires a sustained commitment from the people delivering care and from the organization supporting them.

At Revive, we believe patients deserve access to care whenever a health concern arises. That belief influences how we support our clinicians and how we serve our members every day of the year.

That’s why 24/7 care remains a defining part of our culture.

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