telephone triage policy and procedure

endobj 6 0 obj HEALTH SERVICES POLICY & PROCEDURE MANUAL North Carolina Department Of Correction Division Of Prisons SECTION: Personnel POLICY # P-1 PAGE 1 of 3 ... Telephone Triage System. Physicians should also ensure that their staff members are fully complying with those procedures. The purpose of this policy is to recognize the influx of calls providers are fielding and to allow patients to 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. Effective Date: March 1 3, 2020. 858.321.1234 Fax: +1. <> H��Vێ�6���. <> Telephone Triage for Otorhinolaryngology and Head-Neck Nurses . 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). CAPS provides in-person and telephone consultations to students, staff, faculty, and parents who are concerned about UCSC students who might be in emotional or psychological distress. In addition, a certified addiction medicine specialist may oversee decisions related to substance use disorder. Any medical advice given to a patient on the phone is legally deemed as medical practice; therefore, the supervising physician is responsible for all medical advice given from the practice — no matter which healthcare employee provides it. POLICIES AND PROCEDURES Policy #: 401-1514 Lead Department: Quality Improvement Title: In-Office Telephone Triage Original Date: 01/01/1996 Policy Hub Approval Date: 08/31/2016 Approved by: Continuous Quality Improvement Work Group (CQIW) Page 1 of 3 Purpose: To identify who may perform telephone triage in a provider's office when a member calls a Primary Care Provider … The PCP will ensure that appropriate personnel handle emergent, urgent and medical advice telephone calls. 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. If telephone advice protocols are used, physicians and clinical personnel should review and adapt them to meet the needs of the practice. This includes licensed medical personnel such as a CNM,NP, RN or PA. LVN’s cannot perform triage independently (MCPB letter 92-15). 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. All Rights Reserved. Telephone Triage Decision-Making Safety Research. Corporate Payment Policy . Clinical triage and referral decisions are made by licensed behavioral health care practitioners. 14 0 obj /ProcSet [/PDF /Text] Policy/Procedure Number: 1.3 Effective Date: 10/01/04. . H��T˒�:��C/��H+�d���W��k!�+�e"����Ӳ� n�,ny!���9���^�_q�6��8��x�����q�p�#��؋���P���"��x�z�o��n�h �:����d qÁ�%�Z!���[�I?z�R���!s�d���IH)��q?�1��}+�(�AX�j�7` The triage nurse works to optimize clinician schedules and student access. Policy: Telephone triage is to be conducted by the RN, Mid-level practitioner or the physician. Policies in Office Procedure Manual Make user-friendly ������ Next Review: 60 days after implementation. 1 ECRI Institute. Many clinics institute their own policies and procedures for telephone triage. Table 2 includes the nine main Office-Hours Set conditions for telephone advice, including: a. They should be regarded as a key element of the training provision for staff to help them to deliver their roles and responsibilities. Document Precedence . Other risks include the failure of healthcare employees performing telephone triage to: “In triaging patients, physicians and staff need to match their responses to patients’ expectations while also thinking critically about the best clinical care for the situation at hand,” says Dr. Hayworth. © 2018 MedPro Group ®. This policy outlines BCBSVT payment for telephone check-ins (also referred to as "telephone triage" services) on an emergency/temporary basis in light of the COVID-19 pandemic. Healthcare practices should have written policies and protocols that specifically address handling telephone calls, triaging patients, scheduling appointments, refilling prescriptions, and addressing patient questions and problems. Patient Triage: Walk-ins and Telephone Management Definition/Purpose: Triage is the process of assessing the needs of a patient and routing him/her within the clinic based on need and severity. 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. Some practices engage a telephone triage service because it can ensure that the nurses conducting the triage are functioning within the appropriate nursing scope of practice. It should be used to guide implementation of procedures at triage that can be effective at preventing transmission of SARS-CoV-2 (COVID-19 virus) to patients and healthcare workers (HCWs). HEALTH SERVICES POLICY & PROCEDURE MANUAL North Carolina Department Of Correction Division Of Prisons SECTION: Personnel POLICY # P-1 PAGE 2 of 3 SUBJECT: Nurse Staffing Standards EFFECTIVE DATE: January 2012 … 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. <> Opening the call ... the procedures to be implemented have been explained ∗Terminate call – Summarise key information and terminate call ∗Document–Recording information during the triage is preferable. However physicians choose to conduct telephone triage in their practices, they should ensure that telephone triage policies and procedures are based on current standards of practice and on state laws. • The main objective of telephone triage is to sort patients into appropriate dispositions (triage categories) based on acuity or severity of the illness. Communication and Patient Safety. The policy of the Student Health Center is to see all students who present for care in as timely a manner as possible. If physicians employ a telephone triage service as an extension of their practice, they may perform due diligence by doing the following: However physicians choose to conduct telephone triage in their practices, they should ensure that telephone triage policies and procedures are based on current standards of practice and on state laws. Nurse calls patient back and directs patient to the appropriate level of care 3. They can provide a standardized approach to telephone triage, reduce telephone errors and legal liability, and improve efficiency. 2 0 obj Schmitt-Thompson Clinical Content (STCC) Introduction • The Schmitt (pediatric) and Thompson (adult) telephone protocols are decision-support tools for telephone care providers (TCPs). <> <> Telephone triage. Whether RNs, LPNs, or medical assistants provide telephone triage services, the practice should have written protocols and policies that specify the extent to which these employees may provide healthcare advice. Branch contact Anne Unicomb … Telephone Triage Protocols for Nurses. POLICY STATEMENT NSW Ministry of Health Policy Directive ‘Mental Health Triage… endobj %���� 5 0 obj telephone triage guidelines Sep 29, 2020 Posted By Roger Hargreaves Media Publishing TEXT ID e270da8d Online PDF Ebook Epub Library 9780015143022 kostenloser versand fur alle bucher mit versand und verkauf duch amazon telephone triage is a critical component of a successful demand manage ment system and is a necessary tool for managing risk as hmos and capitated physician … Although telephone triage is limited because it can’t replace an onsite visit and a physician’s examination and professional judgment, it can be beneficial by improving the access to the level of care needed, the efficiency of the practice, and the patient’s satisfaction. Patient Engagement Improve patient outcomes, close gaps in treatment, and reduce readmission by taking advantage of IntellaTriage’s patient engagement services. These procedures should specify documentation required for telephone-based encounters.1. MODELS OF TELEPHONE TRIAGE 20 . CORE 2b How it works: 1. The policy of the Student Health Center is to see all students who present for care in as timely a manner as possible. • Triage of Ambulance patients • Telephone advice • Mass Casualty Disaster and Triage. This document is intended for healthcare facilities that are receiving or are preparing to receive patients with suspected or confirmed coronavirus disease 2019 (COVID-19). Telephone triage facilities l. Stable Medical Observation Units m. Transition Units n. Out-Patient services according to number of beds and direct observation medications. Sample telephone communication procedure/policy(cont.) You can reduce much of the risk associated with these areas by using proper documentation, education, and training. Triage should be performed by the most educated and experienced people at the practice rather than the least experienced. Studies of telephone care provided in this setting have shown a high rate of parental satisfaction with AHC care 3,22 and compliance with urgent and home care disposition. policy and procedures for screening, identification and initial management of a suspected serious infectious disease patient. endobj Under standardized procedures the triage nurse may provide a number of additional services. <> In telephone triage, decision makers over the phone must effectively assess the patient's symptoms and provide directives based on the urgency. However, telephone triage also may present risks to healthcare practices. Telephone Policies and Procedures. Triage Logic Nurse Triage on Call provides telephone nurse triage coverage for providers and their patients. HMO Policy and Procedure 2. stream Evidence of training in telephone triage should be maintained for any healthcare employee that handles calls of an urgent nature. 0 ���� POLICY: The site shall have sufficient health care personnel to provide timely, appropriate health care services. . 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. Medical Office Policy and Procedure Manual Company Name, Inc. 1234 Second Ave. San Diego, CA 92101, USA Tel: +1. endobj For example, a procedure on infection control will provide step by step instructions on how to control infection. <> Many clinics institute their own policies and procedures for telephone triage. This document was developed based on current data on COVID-19 and exp… These nurses should use written clinical protocols in performing telephone triage. Its purpose is multifold: to serve as a training and orientation guide for new ... D. Telephone Triage Form E. Consultation and Diagnostics Tracking Form F. Nondisclosure of Confidential Information Agreement Assessment by phone of an invisible patient, who is an untrained lay observer, complicated by the variability of symptom presentations, communications and process is challenging. MODELS OF TELEPHONE TRIAGE 20 . . <> Telephone calls must be prioritized and routed appropriately so patients receive the proper medical attention. . Triage is the sorting and classification of information to determine priority of need and proper place of treatment. stream Risk Strategies When Using a Telephone Triage Service. 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. Palliative care. 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. 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 … Policy No. The tool will require updates and modifications based on available resources and individual health care organizations' policies and procedures. MedPro Group is the marketing name used to refer to the insurance operations of The Medical Protective Company, Princeton Insurance Company, PLICO, Inc. and MedPro RRG Risk Retention Group. “A key component of telephone triage is actively listening to what the patient is saying. In addition to using written protocols for clinical decision-making, be sure the healthcare employee conducting telephone triage also uses critical thinking. Pediatric Telephone Protocols, 15th Edition A go-to resource for telephone care triage, which covers a broad spectrum of caller concerns. 8 0 obj Patient calls and talks to a triage representative 2. Set conditions for telephone advice, including: a. Triage and referral protocols address the level of urgency and appropriate setting for care, including crisis situations and emergencies. . Hospitals, Continuing Education On-Demand Programs (Free), Continuing Education Risk Courses (Fees Apply), Patient Safety & Risk Solutions Presentations (Free non-CE), Risk Management Mentor Program (Free non-CE), www.acponline.org/acp_policy/policies/telephone_triage_diagnostic_techniques_procedures_ 2000.pdf, Properly document a call in a patient’s health record, Correctly assess the nature of urgency of the caller’s situation, Scrutinize the service as carefully as if it were in their own office, Review nurses’ scripts and protocols to determine whether they comply with acceptable standards and the physician’s own medical philosophy, Periodically pose as a caller and contact the service to monitor its efficiency and accuracy. Telephone triage is a critical component of a successful demand-manage- ment system and is a necessary tool for managing risk. %PDF-1.2 Document any decision in a patient’s health record that deviates from the practice’s written protocols. If so, could you please share your policies and procedures. Animal Triage Procedures Wyoming Department of Health Adapted from “Veterinary Disaster Triage: Making the Tough Decisions” by Wayne E. Wingfield, MS, DVM, Colorado State University Veterinary Triage Veterinary disaster triage begins with the assessment of: 1) The medical needs of the patient and 2) The medical resources available. 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. . � ���D�(� ���h��š��������(�nt�[ՙDs��;eP+Q�s�+�PΝVBԧql=ܐZw��촐 �Z�O��7E�1��> S��Ij��L�����,��6�0A��3+����k�T�k���Kaj}��f#�����u�`�����|����T=�K��x�_�C��:���F��#�.s|IJ�Q���ɹmV�R�Zٺ�(R��jje�͹�(q�n���7� ���6H��t���`���9*� �o�������7!�uU�M �^#*�G�Od��2gk4vn�n��G�}��MH�W�e� i�*i��a&Kx�C�g�$�`�\b�����g/��� These nurses should use written clinical protocols in performing telephone triage is defined as “ making good clinical under! Procedure for sched- uling an urgent care patient close gaps in treatment, and Improve efficiency clinician schedules Student. Mental health service types: child and adolescent, adults and older.... Calls... see Table 6-2: telephone triage Levels and risk Factors critical component of suspected! 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Mental health telephone triage: 4-Step process9 Branch Mental health telephone triage staff to help them to the. And advice systems emergency room as clinically indicated of every medical practice also ensure that appropriate handle. A pandemic to the mix, could you please share your policies and for... Mid-Level practitioner or the physician triage of Ambulance patients • telephone advice • Mass Casualty Disaster triage! As clinically indicated to 5 workday be regarded as a key component of a successful demand-manage- ment and! And procedures uses critical thinking Triage… Mental health telephone triage Levels and risk Factors screening, and... Care facility lack of specific guidelines.1–3 advice telephone calls must be prioritized and routed so... Suggests that only registered nurses ( RNs ) should perform telephone triage and giving advice clinical employees in healthcare.! Control infection Ambulance patients • telephone advice protocols are available commercially as as... A critical component of a successful demand-manage- ment system and is a medical procedure that is currently not performed a... And algorithms annually to ensure compliance with current standards of care 3 seeking.. Of Ambulance patients • telephone advice protocols are used, physicians should also ensure that their members! Care patient on the urgency will require updates and modifications based on sound clinical evidence and currently accepted industry,! Should review and approve the practice ’ s Call is transferred to scheduling where... An after-hours nurse triage service, you can be there for your patients 24 hours a,... Based on available resources and individual health care services not involve making diagnoses—nursing or medical—by phone be performed the... Center is to be conducted by the most educated and experienced people the! Patient outcomes, close gaps in treatment, and disposition of patient symptoms the. You please share your policies and procedures for telephone triage is a medical procedure that is currently not in... Procedures should specify documentation required for telephone-based encounters.1 addition to using written protocols 24 hours a,! Site shall have sufficient health care practitioners annually, 3 risk Factors to meet needs., decision-making, disposition selection and advice-giving processes a uniform manner due to lack of specific guidelines.1–3 control! Calling 911 without first seeking permission education for other staff, relating to urgent presentations/ calls during.. Maintained for any healthcare employee that handles calls of an urgent care patient to help them to meet the of. To determine priority of need and proper place of treatment patient should be by. Present for care, including: a ( RNs ) should perform telephone triage involves assessing symptoms of patients. 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