Leah Paul
When their pediatrician’s office is closed, medical advice and peace of mind for concerned parents is only a phone call away. Children’s After Hours is a phone service, available 24 hours a day, seven days a week, for established patients. A team of highly trained, dedicated nurses answers the calls, offering families tips for at-home care and guidance on when and where to go for follow-up medical care. Among those nurses is Leah Paul, who has witnessed the department’s growth and transformation over the last 20 years.
Now in her 37th year at Children’s, Leah’s career began as a bedside nurse on the toddler unit. She quickly transitioned to a clinical coordinator role, guiding both the infant and toddler units. She then became a float nurse, which exposed her to various aspects of the hospital. This diverse background proved invaluable when she landed her current role as an After Hours nurse in 2004.
“Working in After Hours allows me to use my nursing expertise and judgment to help families with medical concerns, but in a less physically demanding setting,” she said. “This lets me apply my skills remotely, providing much-needed support and guidance beyond the typical hospital hours.”
The After Hours program at Akron Children’s began in 1992, and it remains a vital service for families seeking medical advice after regular clinic hours. In 2023, Leah, along with 33 other dedicated registered nurses, fielded 71,826 calls and scheduled 9,437 patient appointments.
Leah said calls range from simple health questions to triaging sick children. The most common type of calls the department receives include questions about fever, earaches, rashes, respiratory and gastrointestinal issues, and prescriptions/medications/immunizations. The average call lasts around 12 minutes.
“We provide medical advice to callers based on our clinical knowledge in combination with the use of nationally recognized, evidence-based practice pediatric protocols,” she said. “We can address many other issues by using over 350 protocols that are available to us or by paging an on-call provider.”
The most common type of calls Children’s After Hours receives include questions about fever, earaches, rashes, respiratory and gastrointestinal issues, and prescriptions/medications/immunizations. The average call lasts around 12 minutes.
It’s this collaborative approach between the family, provider and herself, that helps Leah ensure the child receives the best possible outcome.
“My favorite part of my job is utilizing my critical thinking skills to assess patients remotely,” Leah said. “I rely on the caller to act as my eyes asking them assessment questions to determine the best route of care.”
Over the last 32 years, the After Hours program has continuously evolved to meet the community’s needs. Recent advancements like MyChart and courtesy call-back services have enhanced communication and convenience for families. Additionally, the program’s shift to remote work has proven beneficial for both staff and patients.
“MyChart has become a valuable tool in recent years for families and providers because it’s opened lines of communication that weren’t previously available,” said Leah. “Families can now view After Hours care advice via MyChart.”
Additionally, calls are recorded and used for educational purposes to improve practice. During times of high call volume, After Hours provides courtesy call-back services for families to reserve their place in line, so the caller doesn’t have to wait on hold for an extended period.
Leah said the most notable change is the entire department now works remotely.
“This has been an exciting change that has benefited our department immensely,” she said.
“The success of After Hours lies in the increasing demand for telehealth services. We offer high-quality, compassionate care from the comfort of the home, 24 hours a day. This accessibility empowers families to address their children’s health concerns promptly.”
The After Hours program is a testament to Akron Children’s dedication, compassion and commitment to making a difference in the lives of children and families.
“We take pride in serving and supporting the families in our community to meet their health care needs 24/7,” said Leah.
The Children’s After Hours Nurse Line is intended for established patients of Akron Children’s Pediatrics and specialty care offices, along with some private practices. They can be reached at 330-543-8776.
