/Font <> . Documenting these patient calls as well as creating and reviewing written telephone triage protocols and guidelines are critical to minimizing the risk potential that telephone triage may pose in any healthcare practice. The triage nurse works to optimize clinician schedules and student access. The purpose of this policy is to recognize the influx of calls providers are fielding and to allow patients to connect with their z9 /���4�P/�TS;{T6�����e�v!�wz�4~�1�7vd�"#�IV5qI�%��`؍�b��4��R�C�N�3��h��� }ڕZڧ��ʪBseBX�ץl Outcomes. Following are some risk strategies when using a telephone triage service: Telephone triage does not replace medical care, but it’s a vital part of a healthcare practice because it involves screening of patient symptoms and providing clinical advice. Revised Date: _05/2006_____ Version 1.0. . Communication and Patient Safety. patient’s call is transferred to scheduling, where staff should follow the policy and procedure for sched- uling an urgent care patient. A procedure is a written set of instructions that describe the approved and recommended steps of a particular act or sequence of events (HIQA, 2008). Nurse Triage Health problems aren’t restricted to a 9 to 5 workday. 858.321.1234 Fax: +1. POLICY STATEMENT NSW Ministry of Health Policy Directive ‘Mental Health Triage… 14 - September - 2012 Prepared By Dr Gamal Soliman 1 S ilv e r C r e s c e n t D is p e n s a r y – K h o b a r - K S A EemergencyEemergency DepartmentDepartment Triage PolicyTriage Policy 2. This includes healthcare facilities providing either inpatient or outpatient services. With over $1.5 billion in annual premium and more than 300,000 clients, MedPro Group is the national leader in customized insurance, claims and patient safety & risk solutions for physicians, surgeons, dentists and other healthcare professionals, as well as hospitals, senior care and other healthcare facilities. <> %���� . Roles of Nurses in Telephone Triage - It was the advisory opinion of the Board that it is within the scope of registered nursing practice for the nurse to consult with a patient via telephone and provide telephone triage to the patient. The nursing coverage is dependent on the medical mission, custody level and maximum operating capacity. Policy No. MedPro Group internal data (2012-2016). Telephone triage is the system for managing telephone callers during and after office hours. All Rights Reserved. H��Vێ�6���. After Hours Crisis Service and ProtoCall: After business hours, during weekends and on holidays, ProtoCall (an off-site privately contracted company) provides telephone crisis assessment, safety planning, and referrals for UCSC students. The PCP will ensure that appropriate personnel handle emergent, urgent and medical advice telephone calls. 14 0 obj In many states, the Nurse Practice Act requires that nurses use standardized protocols if they are providing telephone triage and giving advice. Telephone Policies and Procedures. The policy of the Student Health Center is to see all students who present for care in as timely a manner as possible. . Telephone triageis the process of collecting information over the telephone to determine the level of seriousness of a health problem, and to determine whether medical, dental, nursing, psychosocial, supportive, or informational interventions are needed. Policies in Office Procedure Manual Make user-friendly Some state laws allow more duties in the scope of practice for medical assistants, so the established practice protocols in the healthcare practice should comply with state law and be specific to this expanded role if applicable. policy and procedures for screening, identification and initial management of a suspected serious infectious disease patient. endobj endobj Thanks This policy outlines BCBSVT payment for telephone or store-and-forward check-ins (also referred to as “telephone triage” services) on an emergency/temporary basis in light of the COVID-19 pandemic. Telephone triage is a critical component of a successful demand-manage- ment system and is a necessary tool for managing risk. <> <> <> Triage should be performed by the most educated and experienced people at the practice rather than the least experienced. Does anyone have a current triage system that is functioning? This policy is applicable to all public mental health service types: child and adolescent, adults and older people. %PDF-1.2 Telephone Policies and Procedures. Additionally, clinical personnel who give telephone advice must receive training on the protocols and conduct themselves within their scope of practice, and they should have documented competence in telephone assessment. It is prudent to always check applicable state laws. The necessity for such policies and procedures became apparent with the creation . Document all telephone communications on a standard phone encounter form (to go into the patient’s health record) or on a template in the practice’s electronic health record system. 24 0 obj <> endstream triage services. Ensure the patient understands advice given (employ the teach-back method in which the healthcare provider asks the patient to repeat back the advice given using his or her own words) and document it. Telephone triage is the system for managing telephone callers during and after office hours. The disposition categories are the keystone of a telephone triage and advice systems. This document was developed based on current COVID-19 data and experience with other respiratory viruses and will be updated as more information becomes available. They can provide a standardized approach to telephone triage, reduce telephone errors and legal liability, and improve efficiency. Physicians should also ensure that their staff members are fully complying with those procedures. Telephone triage can be difficult enough without adding a pandemic to the mix. ������ This policy outlines BCBSVT payment for telephone or store-and-forward check-ins (also referred to as “telephone triage” services) on an emergency/temporary basis in light of the COVID-19 pandemic. Patient calls and talks to a triage representative 2. Triage occurs anytime a patient and/or caregiver calls, walks in, or reports to a health care facility. Triage is the sorting and classification of information to determine priority of need and proper place of treatment. b. Patients/callers access triage services either by calling an assigned telephone number specific to the participating physician's office, or as a call … Provide clinical triage support and ongoing education for other staff in the practice. <> Telephone Triage Decision-Making Safety Research. The patient should be instructed to go to the emergency room as clinically indicated. Medical Office Policy and Procedure Manual Company Name, Inc. 1234 Second Ave. San Diego, CA 92101, USA Tel: +1. ER - Emergency department triage policy 1. Accordingly, a formal telephone triage process should include policies and procedures that : • Ensure direct support professionals are empowered to call 911 whenever they feel there may be a life- threatening situation. Front-office staff should have clear guidelines for telephone triage and notification of a physician or designated clinical staff member when an emergent or urgent situation arises. POLICY: The site shall have sufficient health care personnel to provide timely, appropriate health care services. GPs are expected to promptly and appropriately respond to calls/approaches from other staff, relating to urgent presentations/ calls during consultations. The tool will require updates and modifications based on available resources and individual health care organizations' policies and procedures. Patient Engagement Improve patient outcomes, close gaps in treatment, and reduce readmission by taking advantage of IntellaTriage’s patient engagement services. Telephone calls must be prioritized and routed appropriately so patients receive the proper medical attention. Review protocols and algorithms annually to ensure compliance with current standards of care. 8 0 obj When we listen for key words, we not only improve patients’ perception of the service being delivered but ultimately we reduce physician exposure to risk,” says Scott Hayworth, M.D., MedPro Group Advisory Board. 4 0 obj MATERNITY TRIAGE STANDARD OPERATING PROCEDURE FOR THE DAY ASSESSMENT UNIT AND STANDALONE BIRTHING UNITS Document Reference/Register no: 20012 Version Number: 1.1 Document type: (Policy/ Guideline/ SOP) SOP To be followed by: (Target Staff) Midwives and obstetricians Ratification Issue Date: (Date document is uploaded onto the intranet) 8 April 2020 Review Date: 7 … Telephone Triage for Otorhinolaryngology and Head-Neck Nurses Telephone Triage is defined as “making good clinical decisions under conditions of uncertainty and urgency” (Patel). SESLHD PROCEDURE State Mental Health Telephone Access Line (SMHTAL) SESLHDPR/ 500 Revision No: 0 TRIM No: T16/12110 Date: March 2016 Page 1 of 9 THIS DISTRICT DOCUMENT BECOMES UNCONTROLLED WHEN PRINTED OR DOWNLOADED UNLESS REGISTERED BY LOCAL DOCUMENT CONTROL PROCEDURES 1. <> Triage should be performed by the most educated and experienced people at the practice rather than the least experienced. This telephone triage is a medical procedure that is currently not performed in a uniform manner due to lack of specific guidelines.1–3. HEALTH SERVICES POLICY & PROCEDURE MANUAL North Carolina Department Of Correction Division Of Prisons SECTION: Care and Treatment of Patient POLICY # TX I-8 PAGE 1 of 9 SUBJECT: Telephone Triage EFFECTIVE DATE: September 2007 SUPERCEDES DATE: February 2007 PURPOSE The purpose of Nurse Telephone Triage is to have a registered nurse (RN) evaluate urgent and non-life threatening … Delineating responsibilities for telephone triage in job descriptions will ensure the appropriate healthcare employee is providing it and working within his or her scope of practice. Effective Date: March 1 3, 2020. Some of the commercial telephone triage services have evolved from using unstructured protocols (written guidelines that rely heavily on previous training and judgment) to using structured protocols (clinical algorithms that are essentially created by physicians and involve yes–no decisions).
2020 telephone triage policy and procedure