Res 2025-182 approving a contract with Frontier Direct care, LLC to build and manage a heallthcare clinic to be used for city employees and who are covered through the City's Health Plan

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5. Availability. The Primary Care Provider may from time to time, due to vacations, sick days, and other similar situations, not be available to provide the services referred to in the above paragraphs. During such times, "The Business's" and Member's calls to the Primary Care Provider, or to the Primary Care Provider's office, will be directed to a Primary Care Provider who is "covering"for the Primary Care Provider during his or her absence. 6. Non-Medical, Personalized Services. Frontier shall also provide "The Business" and Member with the following non- medical services("Non-Medical Services"): a. 24/7 Access. Members shall have access to the Primary Care Provider via instant messaging and video chat. Members shall also have direct telephone and SMS access to the Primary Care Provider on a twenty-four hour per day, seven day per week basis. Members shall be given a phone number where Members may reach the Primary Care Provider directly around the clock. If the Primary Care Provider is unavailable due to pre-scheduled events, vacations, continuing medical education,illness,emergencies,or days off,Frontier will designate another Frontier Primary Care Provider to provide medical services. b. Email Access. Members shall be given the Primary Care Provider's email address to which non-urgent communications can be addressed. Such communications shall be dealt with by the Primary Care Provider or staff member of the Practice in a timely manner. Member understands and agrees that email and the internet should never be used to access medical care in the event of an emergency, or any situation Member could reasonably expect may develop into an emergency. Member agrees that in such situations, when a Member cannot speak to the Primary Care Provider immediately in person or by telephone, that Member shall call 911 or the nearest emergency medical assistance provider and follow the directions of emergency medical personnel. c. No Wait or Minimal Wait Appointments. Every effort shall be made to assure that the Member is seen by the Primary Care Provider immediately upon arriving for a scheduled office visit or after only a minimal wait. d. Same Day/Next Day Appointments. When the Member calls or emails the Primary Care Provider prior to noon on a normal office day(Monday through Friday)to schedule an appointment,every reasonable effort shall be made to schedule an appointment with the Primary Care Provider on the same day. If the Member calls or emails the Primary Care Provider after noon on a normal office day (Monday through Friday) to schedule an appointment, every reasonable effort shall be made to schedule the Member's appointment with the Primary Care Provider on the following normal office day.In any event,however,Frontier shall make every reasonable effort to schedule an appointment for the Member on the same day that the request is made. e. Specialty Services.A Frontier Primary Care Provider shall coordinate with medical specialists to whom Member is referred to assist Member in obtaining specialty care. Frontier may also procure or negotiate cash pricing and assist in executing cash payments for needed Specialty Services. "The Business"understands Frontier will request that additional fees be paid by "The Business" under this Agreement to pay for Specialty Services and the associated fees due to Frontier. Frontier will provide regular reporting about Specialty Services as agreed with "The Business." lI