Open Forum

Good afternoon,

I am a nurse consultant for our health system's nurse advice line performing after-hours nurse triage for approximately 150+ locations.  We are a 24/7 operation and are open 365 days/year.  Our subscribed contracts include the health system's tertiary care medical center as well as the system's eight community hospitals, several county health departments, medical & specialty practices (family medicine, internal medicine, pulmonary, neurosurgery, general surgery, neurology, ortho, pediatrics, urology, OB/GYN, behavioral health, etc.) and a state universaity's student health center.  We are staffed only by RN's and use Schmitt-Thompson protocols in EPIC to process calls.  

My manager is interested in finding out what similarly structured nurse triage advice lines are doing for follow-up surveys to assess caller experience as well as several other focused indicators.  Has anyone developed a post-call survey that can be completed by nursing peers for their team members?  If so, would you be willing to share?  My manager realizes their are commercial patient experience options out there but would like to do these internally.  In addiion to real-time follow-up within 24-hours, it provides team members with a valuable task in down-times when call volumes are not at peak (i.e  during the day when offices are open and call volumes are decreased).  

Thanks in advance for any information you can share.  Please feel free to reach out to me if you are willing to share your facility's process and/or form(s). 

Have a GREAT remainder of your week =)

Warmest Regards,

Bren

Brenda L. Whitford, BSN, RN
Nurse Consultant
ECU Health Nurse Advice Line
252-816-2280
bwhitfor@ecuhealth.org

Hi Bren,

We are a smaller operation than you at this current time but getting ready to grow! Our triage team supports our 73 + primary care offices and most recently started taking patient messages to triage before it goes to the PCP.

We have gauged patient experience a couple of ways. When our triage team started, we called the patients the next day to ask the following questions:

Did you follow the care advice given by the nurse? {yes/no:26060}

Did you get the care you needed? {yes/no:26060}

Did you find it helpful to speak with a registered nurse? {yes/no:26060}

The nurses made these calls.

We are getting ready to launch a text message campaign and calling it Rate the Call. The nurses will be asking the patient for consent at the end of the call. We are noting this in the documentation with "Patient consents to receiving text message survey upon completion of call." Our IT department is building a report to pull the patients who have provided consent. They will receive a text message 24-48 hours post their phone call. It is a one question survey saying "On a scale of 1-5, with 5 being the best, how helpful was the nurse team who handled your call for your primary care provider @ address of PCP?"

The patient can reply with 1 through 5. Anyone who rates a 1 will be asked if we can call them to follow up.

I am excited to see how the text campaign goes!

Good afternoon,

I am a nurse consultant for our health system's nurse advice line performing after-hours nurse triage for approximately 150+ locations.  We are a 24/7 operation and are open 365 days/year.  Our subscribed contracts include the health system's tertiary care medical center as well as the system's eight community hospitals, several county health departments, medical & specialty practices (family medicine, internal medicine, pulmonary, neurosurgery, general surgery, neurology, ortho, pediatrics, urology, OB/GYN, behavioral health, etc.) and a state universaity's student health center.  We are staffed only by RN's and use Schmitt-Thompson protocols in EPIC to process calls.  

My manager is interested in finding out what similarly structured nurse triage advice lines are doing for follow-up surveys to assess caller experience as well as several other focused indicators.  Has anyone developed a post-call survey that can be completed by nursing peers for their team members?  If so, would you be willing to share?  My manager realizes their are commercial patient experience options out there but would like to do these internally.  In addiion to real-time follow-up within 24-hours, it provides team members with a valuable task in down-times when call volumes are not at peak (i.e  during the day when offices are open and call volumes are decreased).  

Thanks in advance for any information you can share.  Please feel free to reach out to me if you are willing to share your facility's process and/or form(s). 

Have a GREAT remainder of your week =)

Warmest Regards,

Bren

Brenda L. Whitford, BSN, RN
Nurse Consultant
ECU Health Nurse Advice Line
252-816-2280
bwhitfor@ecuhealth.org

Hi Bren,

We are a smaller operation than you at this current time but getting ready to grow! Our triage team supports our 73 + primary care offices and most recently started taking patient messages to triage before it goes to the PCP.

We have gauged patient experience a couple of ways. When our triage team started, we called the patients the next day to ask the following questions:

Did you follow the care advice given by the nurse? {yes/no:26060}

Did you get the care you needed? {yes/no:26060}

Did you find it helpful to speak with a registered nurse? {yes/no:26060}

The nurses made these calls.

We are getting ready to launch a text message campaign and calling it Rate the Call. The nurses will be asking the patient for consent at the end of the call. We are noting this in the documentation with "Patient consents to receiving text message survey upon completion of call." Our IT department is building a report to pull the patients who have provided consent. They will receive a text message 24-48 hours post their phone call. It is a one question survey saying "On a scale of 1-5, with 5 being the best, how helpful was the nurse team who handled your call for your primary care provider @ address of PCP?"

The patient can reply with 1 through 5. Anyone who rates a 1 will be asked if we can call them to follow up.

I am excited to see how the text campaign goes!

Good afternoon,

I am a nurse consultant for our health system's nurse advice line performing after-hours nurse triage for approximately 150+ locations.  We are a 24/7 operation and are open 365 days/year.  Our subscribed contracts include the health system's tertiary care medical center as well as the system's eight community hospitals, several county health departments, medical & specialty practices (family medicine, internal medicine, pulmonary, neurosurgery, general surgery, neurology, ortho, pediatrics, urology, OB/GYN, behavioral health, etc.) and a state universaity's student health center.  We are staffed only by RN's and use Schmitt-Thompson protocols in EPIC to process calls.  

My manager is interested in finding out what similarly structured nurse triage advice lines are doing for follow-up surveys to assess caller experience as well as several other focused indicators.  Has anyone developed a post-call survey that can be completed by nursing peers for their team members?  If so, would you be willing to share?  My manager realizes their are commercial patient experience options out there but would like to do these internally.  In addiion to real-time follow-up within 24-hours, it provides team members with a valuable task in down-times when call volumes are not at peak (i.e  during the day when offices are open and call volumes are decreased).  

Thanks in advance for any information you can share.  Please feel free to reach out to me if you are willing to share your facility's process and/or form(s). 

Have a GREAT remainder of your week =)

Warmest Regards,

Bren

Brenda L. Whitford, BSN, RN
Nurse Consultant
ECU Health Nurse Advice Line
252-816-2280
bwhitfor@ecuhealth.org

Hi Bren,

We are a smaller operation than you at this current time but getting ready to grow! Our triage team supports our 73 + primary care offices and most recently started taking patient messages to triage before it goes to the PCP.

We have gauged patient experience a couple of ways. When our triage team started, we called the patients the next day to ask the following questions:

Did you follow the care advice given by the nurse? {yes/no:26060}

Did you get the care you needed? {yes/no:26060}

Did you find it helpful to speak with a registered nurse? {yes/no:26060}

The nurses made these calls.

We are getting ready to launch a text message campaign and calling it Rate the Call. The nurses will be asking the patient for consent at the end of the call. We are noting this in the documentation with "Patient consents to receiving text message survey upon completion of call." Our IT department is building a report to pull the patients who have provided consent. They will receive a text message 24-48 hours post their phone call. It is a one question survey saying "On a scale of 1-5, with 5 being the best, how helpful was the nurse team who handled your call for your primary care provider @ address of PCP?"

The patient can reply with 1 through 5. Anyone who rates a 1 will be asked if we can call them to follow up.

I am excited to see how the text campaign goes!

Good afternoon,

I am a nurse consultant for our health system's nurse advice line performing after-hours nurse triage for approximately 150+ locations.  We are a 24/7 operation and are open 365 days/year.  Our subscribed contracts include the health system's tertiary care medical center as well as the system's eight community hospitals, several county health departments, medical & specialty practices (family medicine, internal medicine, pulmonary, neurosurgery, general surgery, neurology, ortho, pediatrics, urology, OB/GYN, behavioral health, etc.) and a state universaity's student health center.  We are staffed only by RN's and use Schmitt-Thompson protocols in EPIC to process calls.  

My manager is interested in finding out what similarly structured nurse triage advice lines are doing for follow-up surveys to assess caller experience as well as several other focused indicators.  Has anyone developed a post-call survey that can be completed by nursing peers for their team members?  If so, would you be willing to share?  My manager realizes their are commercial patient experience options out there but would like to do these internally.  In addiion to real-time follow-up within 24-hours, it provides team members with a valuable task in down-times when call volumes are not at peak (i.e  during the day when offices are open and call volumes are decreased).  

Thanks in advance for any information you can share.  Please feel free to reach out to me if you are willing to share your facility's process and/or form(s). 

Have a GREAT remainder of your week =)

Warmest Regards,

Bren

Brenda L. Whitford, BSN, RN
Nurse Consultant
ECU Health Nurse Advice Line
252-816-2280
bwhitfor@ecuhealth.org

Good afternoon,

I am a nurse consultant for our health system's nurse advice line performing after-hours nurse triage for approximately 150+ locations.  We are a 24/7 operation and are open 365 days/year.  Our subscribed contracts include the health system's tertiary care medical center as well as the system's eight community hospitals, several county health departments, medical & specialty practices (family medicine, internal medicine, pulmonary, neurosurgery, general surgery, neurology, ortho, pediatrics, urology, OB/GYN, behavioral health, etc.) and a state universaity's student health center.  We are staffed only by RN's and use Schmitt-Thompson protocols in EPIC to process calls.  

My manager is interested in finding out what similarly structured nurse triage advice lines are doing for follow-up surveys to assess caller experience as well as several other focused indicators.  Has anyone developed a post-call survey that can be completed by nursing peers for their team members?  If so, would you be willing to share?  My manager realizes their are commercial patient experience options out there but would like to do these internally.  In addiion to real-time follow-up within 24-hours, it provides team members with a valuable task in down-times when call volumes are not at peak (i.e  during the day when offices are open and call volumes are decreased).  

Thanks in advance for any information you can share.  Please feel free to reach out to me if you are willing to share your facility's process and/or form(s). 

Have a GREAT remainder of your week =)

Warmest Regards,

Bren

Brenda L. Whitford, BSN, RN
Nurse Consultant
ECU Health Nurse Advice Line
252-816-2280
bwhitfor@ecuhealth.org

Hi Bren, 

I am much smaller in operations and am eager to see the responses you get. 

I currently have 5 RN's taking triage calls during office hours for our primary care offices. Our only rating system is the Pres-Ganey survey sent out from the office post visit. This has been problematic because it doesn't speak to the Triage Nurse specifically and because we don't have clinic-based nurses the rating often reflects the work of the MA's instead. 

I love the text message idea Andres Green is creating! Please tell us more Andrea. 

Best wishes, 

Good afternoon,

I am a nurse consultant for our health system's nurse advice line performing after-hours nurse triage for approximately 150+ locations.  We are a 24/7 operation and are open 365 days/year.  Our subscribed contracts include the health system's tertiary care medical center as well as the system's eight community hospitals, several county health departments, medical & specialty practices (family medicine, internal medicine, pulmonary, neurosurgery, general surgery, neurology, ortho, pediatrics, urology, OB/GYN, behavioral health, etc.) and a state universaity's student health center.  We are staffed only by RN's and use Schmitt-Thompson protocols in EPIC to process calls.  

My manager is interested in finding out what similarly structured nurse triage advice lines are doing for follow-up surveys to assess caller experience as well as several other focused indicators.  Has anyone developed a post-call survey that can be completed by nursing peers for their team members?  If so, would you be willing to share?  My manager realizes their are commercial patient experience options out there but would like to do these internally.  In addiion to real-time follow-up within 24-hours, it provides team members with a valuable task in down-times when call volumes are not at peak (i.e  during the day when offices are open and call volumes are decreased).  

Thanks in advance for any information you can share.  Please feel free to reach out to me if you are willing to share your facility's process and/or form(s). 

Have a GREAT remainder of your week =)

Warmest Regards,

Bren

Brenda L. Whitford, BSN, RN
Nurse Consultant
ECU Health Nurse Advice Line
252-816-2280
bwhitfor@ecuhealth.org

Good afternoon,

I am a nurse consultant for our health system's nurse advice line performing after-hours nurse triage for approximately 150+ locations.  We are a 24/7 operation and are open 365 days/year.  Our subscribed contracts include the health system's tertiary care medical center as well as the system's eight community hospitals, several county health departments, medical & specialty practices (family medicine, internal medicine, pulmonary, neurosurgery, general surgery, neurology, ortho, pediatrics, urology, OB/GYN, behavioral health, etc.) and a state universaity's student health center.  We are staffed only by RN's and use Schmitt-Thompson protocols in EPIC to process calls.  

My manager is interested in finding out what similarly structured nurse triage advice lines are doing for follow-up surveys to assess caller experience as well as several other focused indicators.  Has anyone developed a post-call survey that can be completed by nursing peers for their team members?  If so, would you be willing to share?  My manager realizes their are commercial patient experience options out there but would like to do these internally.  In addiion to real-time follow-up within 24-hours, it provides team members with a valuable task in down-times when call volumes are not at peak (i.e  during the day when offices are open and call volumes are decreased).  

Thanks in advance for any information you can share.  Please feel free to reach out to me if you are willing to share your facility's process and/or form(s). 

Have a GREAT remainder of your week =)

Warmest Regards,

Bren

Brenda L. Whitford, BSN, RN
Nurse Consultant
ECU Health Nurse Advice Line
252-816-2280
bwhitfor@ecuhealth.org

Hi everyone,

We use Epic at our organization. Our digital marketing team is working with me to set up the text message survey.

We have an Epic builder creating a report based on certain criteria and this connects with a platform called Text Campaign Builder. 

This is the same platform that sends out appointment reminders and care gap campaigns. 

The digital team will send out the text survey for us once per week for about 4 weeks.

I will try to circle back to this chat after we are through the 4 weeks and let you know how it goes!

Good afternoon,

I am a nurse consultant for our health system's nurse advice line performing after-hours nurse triage for approximately 150+ locations.  We are a 24/7 operation and are open 365 days/year.  Our subscribed contracts include the health system's tertiary care medical center as well as the system's eight community hospitals, several county health departments, medical & specialty practices (family medicine, internal medicine, pulmonary, neurosurgery, general surgery, neurology, ortho, pediatrics, urology, OB/GYN, behavioral health, etc.) and a state universaity's student health center.  We are staffed only by RN's and use Schmitt-Thompson protocols in EPIC to process calls.  

My manager is interested in finding out what similarly structured nurse triage advice lines are doing for follow-up surveys to assess caller experience as well as several other focused indicators.  Has anyone developed a post-call survey that can be completed by nursing peers for their team members?  If so, would you be willing to share?  My manager realizes their are commercial patient experience options out there but would like to do these internally.  In addiion to real-time follow-up within 24-hours, it provides team members with a valuable task in down-times when call volumes are not at peak (i.e  during the day when offices are open and call volumes are decreased).  

Thanks in advance for any information you can share.  Please feel free to reach out to me if you are willing to share your facility's process and/or form(s). 

Have a GREAT remainder of your week =)

Warmest Regards,

Bren

Brenda L. Whitford, BSN, RN
Nurse Consultant
ECU Health Nurse Advice Line
252-816-2280
bwhitfor@ecuhealth.org

Good afternoon,

I am a nurse consultant for our health system's nurse advice line performing after-hours nurse triage for approximately 150+ locations.  We are a 24/7 operation and are open 365 days/year.  Our subscribed contracts include the health system's tertiary care medical center as well as the system's eight community hospitals, several county health departments, medical & specialty practices (family medicine, internal medicine, pulmonary, neurosurgery, general surgery, neurology, ortho, pediatrics, urology, OB/GYN, behavioral health, etc.) and a state universaity's student health center.  We are staffed only by RN's and use Schmitt-Thompson protocols in EPIC to process calls.  

My manager is interested in finding out what similarly structured nurse triage advice lines are doing for follow-up surveys to assess caller experience as well as several other focused indicators.  Has anyone developed a post-call survey that can be completed by nursing peers for their team members?  If so, would you be willing to share?  My manager realizes their are commercial patient experience options out there but would like to do these internally.  In addiion to real-time follow-up within 24-hours, it provides team members with a valuable task in down-times when call volumes are not at peak (i.e  during the day when offices are open and call volumes are decreased).  

Thanks in advance for any information you can share.  Please feel free to reach out to me if you are willing to share your facility's process and/or form(s). 

Have a GREAT remainder of your week =)

Warmest Regards,

Bren

Brenda L. Whitford, BSN, RN
Nurse Consultant
ECU Health Nurse Advice Line
252-816-2280
bwhitfor@ecuhealth.org

Hi everyone!

We completed our 4-week long text campaign to survey patients about their experience of speaking with a nurse. It was a success!

Here is how we completed the survey: 

• Survey interest was asked by the nurse team every Wednesday for 4 weeks. 
• If the patient agreed to the text survey, the nurse would add a smart phrase to the end of their documentation which said "Patient consents to receiving text message survey upon completion of call."
• We set up a report to pull in the patients who consented based on the smart phrase.
• Our digital team sent the one question survey on Thursday mornings which consisted of the following:

  • On a scale of 1-5, with 5 being the best, how helpful was the nurse team who handled your call for your primary care provider @ (PCP address)

    Response (If ranked above 1)

    We appreciate your feedback. It helps us make improvements to our patient experience and provide exceptional care for all.

    Request to Call (If ranked 1)

    We're sorry to hear your experience was unsatisfactory and would like to learn more. Respond YES to receive a follow-up call.

    Response (If ranked 1)

    Thank you! We appreciate your willingness to provide feedback and will be in touch soon. 

• The responses were collected in a dashboard format. This showed the ages, how many in the total population, how many responded and how many opted out. Our response was around 24% with a 4.88 / 5 rating!! Here is a screenshot of the dashboard.
• 

Overall it went well and we know that patients really enjoy speaking with a nurse! 

For the future, our new phone system will be able to send out a survey with the patients consent. 

Good afternoon,

I am a nurse consultant for our health system's nurse advice line performing after-hours nurse triage for approximately 150+ locations.  We are a 24/7 operation and are open 365 days/year.  Our subscribed contracts include the health system's tertiary care medical center as well as the system's eight community hospitals, several county health departments, medical & specialty practices (family medicine, internal medicine, pulmonary, neurosurgery, general surgery, neurology, ortho, pediatrics, urology, OB/GYN, behavioral health, etc.) and a state universaity's student health center.  We are staffed only by RN's and use Schmitt-Thompson protocols in EPIC to process calls.  

My manager is interested in finding out what similarly structured nurse triage advice lines are doing for follow-up surveys to assess caller experience as well as several other focused indicators.  Has anyone developed a post-call survey that can be completed by nursing peers for their team members?  If so, would you be willing to share?  My manager realizes their are commercial patient experience options out there but would like to do these internally.  In addiion to real-time follow-up within 24-hours, it provides team members with a valuable task in down-times when call volumes are not at peak (i.e  during the day when offices are open and call volumes are decreased).  

Thanks in advance for any information you can share.  Please feel free to reach out to me if you are willing to share your facility's process and/or form(s). 

Have a GREAT remainder of your week =)

Warmest Regards,

Bren

Brenda L. Whitford, BSN, RN
Nurse Consultant
ECU Health Nurse Advice Line
252-816-2280
bwhitfor@ecuhealth.org