For BC divisions · Long-Term Care Initiative (LTCI)
The RN is with the resident.
Who is covering tonight?
Your program arranges the physician coverage. Marco answers the shared line, reads back the facility RN’s message, and sends it securely to the physician on call. Your roster and backup instructions guide every notification.
After hours · weekends · holidays
Who is covering?
Did the message arrive?
At 2am, a facility RN needs the physician covering the resident—not necessarily the resident’s usual MRP. Your group may already use an answering service. Start with how that call is handled today and what happens without a response.
Identifying the covering physician
Which roster is current, and who covers this facility during this shift?
Following up on silence
Who retries or contacts the backup, and under which instructions?
Reviewing the night
Can your program see when messages were sent, acknowledged or escalated?
What changes with Marco
The RN makes one call.
Marco handles the handoff.
One shared number
Marco answers simultaneous calls without a hold queue. The RN identifies the facility and resident.
The RN’s SBAR, in her own words
The RN provides the clinical message. Marco records it with the identifiers and callback details, then reads it back for confirmation.
The physician on call
Your approved schedule determines the physician. Once the call ends, the confirmed message is sent immediately to the secure app.
Your backup instructions
Without acknowledgement, Marco follows your approved reminders and backup contacts. Timings and exception handling belong to your program.
Roster changes, kept private
Physicians arrange trades and coverage changes through the roster. Facilities never see personal mobile numbers.
The RN assesses. Marco delivers. The physician decides.
The calls your homes already make
A fall with injury. Palliative orders.
A critical lab value at 2am.
The overnight line carries a known set of urgent calls: a fall with injury or a query fracture, a change in level of consciousness, new confusion or delirium, symptoms of a UTI, shortness of breath, pain management, a medication error, critical lab values. In one Island program’s own staff guidance, end-of-life orders are the most common overnight call. Your call group exists so these residents can stay safely in their homes when that is right—and every one of these calls is the moment that decision gets made. Marco is built for exactly these conversations—the ones your homes are already making.
Her prepared SBAR, carried as spoken
Your nurses already complete the SBAR before they call. Marco carries what she prepared—identifiers, MOST status, vitals, her recommendation—in her own words.
The covering physician, not always the MRP
Tonight’s physician is often at home, asleep, and has never met this resident. He decides from exactly what reaches him—so the confirmed message carries her words, the identifiers, the callback and the resident’s MRP. The handoff keeps its context.
Hand-back to the MRP—without the fax
Today, completed SBAR forms are faxed to the MRP and the on-call physician for their records. Marco’s confirmed message and timestamped overnight record reach the resident’s own MRP directly—so the morning starts with what happened overnight, not a fax tray.
One RN call · fictional demonstration
She calls from the facility.
Her message reaches the physician on call.
Sample call · all names, details and receipts are fictional
Marco · answering for the call group
Good evening, this is Marco, answering for the residential care call group. Which facility are you calling from?
Facility RN · Maria
Cedar Grove Care Home, second floor. This is Maria, the RN on tonight.
Approved roster · example
Dr. A. Rahman · Physician on call
18:00 – 08:00 · Dr. K. Morin as backup
Message preview · not sent yet
Ellen Park
DOB Mar 4, 1938 · MRP Dr. L. Hansen · Cedar Grove, 2nd floor
Her SBAR · as spoken
“Ellen has been more confused since supper and pulling at her catheter. Her temperature is 38.4, BP 128 over 74. I’m worried about a UTI. I’d like orders for a urine culture and direction for tonight.”
RN Maria · 604-555-0182 ext 2
From here, the physician decides. Without acknowledgement, Marco follows your approved backup instructions.
Your clinical judgement.
Never ours.
No clinical questioning
Marco does not interview the RN to fill SBAR sections or assess symptoms.
No medical advice
Marco does not advise staff, residents or families or decide treatment.
No clinical urgency decisions
The RN and physician retain clinical judgement. Emergency calls follow the established emergency pathway.
One night · illustrative log
A handoff you can review.
Not just “sent”.
RN’s message confirmed. Sent to the covering physician.
No acknowledgement. Reminder follows the example protocol.
Backup physician notified under the example instructions.
Physician acknowledges and contacts the RN.
Fictional times. Your program sets its own intervals. Acknowledgement does not mean the resident has been assessed.
For your program review
The call and response record.
In one place.
Notification history
Review messages, delivery, acknowledgement and backup attempts with timestamps.
Quality-improvement review
Review confirmed messages, notification attempts and acknowledgement times. Your group retains responsibility for 24/7 physician availability and on-site attendance when required. A receipt does not establish either.
Canadian privacy review
Canadian company and data residency. Review PIPA or FIPPA obligations and your PIA before live resident information is used.
Fit with your physician contact process
Your SBAR stays.
Your clinical conversation stays.
An approved message-taking step
If your service connects the RN live to a physician, that conversation must remain available. Review Marco for an approved callback or notification step—not an assumed like-for-like replacement.
Your documentation stays with your team
The RN prepares the SBAR. Marco reads the caller’s message back for confirmation; this is not read-back of physician orders. Required charting and completed-SBAR distribution remain your team’s work.
Your exceptions are explicit
Confirm facility coverage, MRP-specific contact exceptions and backup instructions with your program. Marco does not infer clinical urgency or exceptions from symptoms.
One next step
Review one call group.
Keep your current service.
Walk through a fictional RN call using your roster and protocol. If the fit is right, agree a supervised parallel test—without asking your facilities to cancel their existing service.
Book a walkthrough