From September 2025 to January 2026, CPSBC conducted a two-phase consultation process involving licensees, key health partners and members of the public to gather feedback on proposed revisions to the Availability and Coverage practice standard (formerly Care Coverage Outside Regular Office Hours).
Summary of feedback received from licensees
Feedback was provided by a total of 1,128 licensees. The survey consisted of both Likert-scale and open-ended questions assessing the clarity and practical applicability of the revised standard.
Quantitative data indicated that licensees found the revised standard to be clear and easy to understand, with strong support for clarified provisions related to temporary absences, voicemail use, and follow-up of critical test results. Some important caveats were also noted, which emphasized the need for clear operational guidance to support implementation in practice.
Revisions in response to the feedback
Feedback | CPSBC response |
|---|---|
Improved clarity regarding key principles in different settings | CPSBC developed a detailed FAQ that was published alongside the revised standard. In addition, CPSBC is developing a learning module. |
Concerns about inappropriate reliance on emergency departments for non-emergent care after-hours | Specific phrasing in the revised standard now clarifies that patients must only be directed to emergency departments when clinically indicated. |
Questions about voicemail communication and volumes of voicemails | The standard maintains the expectation that licensees use a phone system that allows patients to leave messages. The standard also provides flexibility by setting the expectation that messages are responded to within a reasonable timeframe, rather than prescribing a specific response window. |
The new Availability and Coverage practice standard was approved by the board on February 20, 2026. Revised FAQs were also published alongside the practice standard.
Licensees can read more about the feedback received and how it was incorporated into the revised standard in this full engagement report.