Open Forum

Hello,

My organization uses Schmitt and Thompson Protocols within our EMR, Epic. Since Schmitt and Thompson does not currently have a competency management program/model, I am interested in what others have implemented to ensure your teams are competent with the use of protocols and processes in managing/assessing patient calls. 

Thank you for any insight this group can provide.

Best,

Paul 

Paul Seese, MSN, RN
Nurse Manager of Continuing Care 
The James Cancer Hospital and Solove Research Institute 

Hi Paul, 

Our team is grappling with this issue as well. We have developed a documentation review process, evaluating documentation using 13 key points. We aligned the points with the AAACN Telehealth Nursing course and key elements for safe, standardized practice. Although this process is tedious as there is not a system for collecting qualitative data on documentation, it's important to move away from quantitative metrics such as call time/volume. The other concern is that documentation review is so one sided, it doesn't reflect the true nature of the "nursing" involved in the nurse/patient relationship. 

This is a great question and lends itself to the quality assurance/improvement of telehealth, which has been lacking in our program. 

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Susanna Gadsby MSN, MBA, AMB-BC, NPD-BC
Clinical Educator, Ambulatory
AAACN Certified
Nursing Professional Development Specialist
susanna.m.gadsby@hitchcock.org
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Hello,

We use "Calabrio". 

This platform allows you to hear and see the actual call. 

we have a standardized audit tool to verify the key elements are being met as we listen to the call. 

Please let me know if you have additional questions. 

Denise 

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Denise Stewart
NPD Specialist
Baylor Scott & White
Lott TX
(412)855-2569
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Hello - We utilize the exact same process that Denise uses........Calabrio to listen to the calls and an audit tool to verify key elements are met.  I audit calls quarterly (or more if there are issues with any nurse) and listen to both documented calls (triages, etc) and non-documented calls (to make sure triage opportunities have not been missed).  

I also send out an annual packet/test where the team reviews our policies/processes and takes a quiz to ensure they understand important key elements.

I'm following this thread for any other suggestions. 

Wendy    

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Wendy Bowman BSN RN COHN-S MA HEP
Manager
ECU Health
Winterville NC
(252)847-7850
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Original Message:
Sent: 02-08-2024 09:13
From: Denise Stewart
Subject: After Hours Triage Protocol Competencies

Hello,

We use "Calabrio". 

This platform allows you to hear and see the actual call. 

we have a standardized audit tool to verify the key elements are being met as we listen to the call. 

Please let me know if you have additional questions. 

Denise 

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Denise Stewart
NPD Specialist
Baylor Scott & White
Lott TX
(412)855-2569
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We use Clear Traige, as our EMR does not have protocols built in. It is an inexpensive way to give nursing what they need. You can also copy and paste into your own EMR any of the nursing notes taken, as well as the instructions the protocol has developed for the patient's problem. There is education handouts that you can copy and paste through My Chart or even send them the link to open themselves.

Hope this helps!

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Cheryl Whyte
Nursing Director
Family Care Health Centers
Saint Louis MO
(314)341-8688
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Sorry, I misread the question! I agree with Susanna and this is something we are mulling around too. I developed a competency checklist for nursing, but I agree there needs to be a more qualitative approach to triage nursing. I look forward to seeing others' responses.

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Cheryl Whyte
Nursing Director
Family Care Health Centers
Saint Louis MO
(314)341-8688
------------------------------

Original Message:
Sent: 02-08-2024 10:54
From: Cheryl Whyte
Subject: After Hours Triage Protocol Competencies

We use Clear Traige, as our EMR does not have protocols built in. It is an inexpensive way to give nursing what they need. You can also copy and paste into your own EMR any of the nursing notes taken, as well as the instructions the protocol has developed for the patient's problem. There is education handouts that you can copy and paste through My Chart or even send them the link to open themselves.

Hope this helps!

------------------------------
Cheryl Whyte
Nursing Director
Family Care Health Centers
Saint Louis MO
(314)341-8688
------------------------------

The Telehealth Zoom meeting next Tuesday 2/13 about Quality will be the perfect venue for us to discuss this exact question. 

How can/should we be monitoring and auditing the use of protocols and telephone triage practice?

Look forward to seeing many of you there.

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Sheryl Bartlett BSN RN
Nurse Manager After Hours Triage
UT Southwestern-Clements Univ Hosp
Dallas TX
(214)563-1120
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Original Message:
Sent: 02-08-2024 13:01
From: Catherine Bailey
Subject: After Hours Triage Protocol Competencies

Our new employees complete a 21-day orientation with triage as the main focus. They are expected to read the Schmitt-Thompson user guide to get a basic understanding of how the protocols are designed and how to use them.

 

Catherine Bailey, BSN, RN                         

Assistant Nurse Manager-Telephone Triage/Telecommunications

Providence Health & Services Alaska

907-212-6493       

907-212-3959 fax

 

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All, thank you for the helpful feedback and suggestions. I will reach out individually to those that I am interested in additional details. 

Best,

Paul

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Paul Seese
Nurse Manager
The James Cancer Hospital
columbus OH
(614)623-3026
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