Open Forum

Would love to get feedback on average RN triage call times? 

What is the goal average for:

1. How long should the average Triage call be? (call encounter from start to finish between patient and RN)
2. What is the average after work call time? How long should it take for the triage RN to document if using a standardized protocol software such as Clear Triage?

Looking to find a way to better monitor and evaluate the remote phone triage nurses who have both a set scripted call protocol and Clear Triage software. 

Any key information on this topic would help immensely............

------------------------------
Shannon Heiss
Registered Nurse Manager
Broward Health Nurse Connect
BOCA RATON FL
(754)234-9827
------------------------------

Good Afternoon Shannon,
You might get more responses posting this question over on the Telehealth Nursing Practice SIG that in this Open forum.

I don't think there is one "right" answer as many of us have unique workflows that can impact call time.  My team's average is 9 minutes.  There will be outliers such as obvious emergent 911 calls may only be a couple of minutes while the depression call may be way longer than average.  Workflows such as do your RNs schedule the patient's appointment (if disposition is office visit) or do they hand off the call to a scheduler.  Does the scheduling workflow require a call to the clinic if no appointment is not available?  These are just a couple of factors that can impact call time.

Our queue is programed to give 30 seconds "wrap up" time before the status is changed to "ready" for the next call.  The goal is to complete documentation by the end of the call.  During peak times, a RN may not complete the documentation before the next call comes in.  Epic is configured to have a maximum of 3 charts open at any time.  If that occurs, the RN will go on "not ready" status to complete their charting. 

I didn't set benchmarks for average call length or volume of calls.  When I review the dashboards, I'm looking for outliers.  If I see a RN has a consistent long average call length, I provide coaching on ways to make the call more efficient.  On the opposite side, if I see a RN with short average call lengths, I double checking that workflows aren't being skipped.

------------------------------
Scott Teplin CEN MSN RN-BC
Manager Clinical Services
UCLA
steplin@mednet.ucla.edu
------------------------------

Original Message:
Sent: 05-23-2022 13:47
From: Shannon Heiss
Subject: Nurse Telephone Triage Handled call time and after work time

Would love to get feedback on average RN triage call times? 

What is the goal average for:

1. How long should the average Triage call be? (call encounter from start to finish between patient and RN)
2. What is the average after work call time? How long should it take for the triage RN to document if using a standardized protocol software such as Clear Triage?

Looking to find a way to better monitor and evaluate the remote phone triage nurses who have both a set scripted call protocol and Clear Triage software. 

Any key information on this topic would help immensely............

------------------------------
Shannon Heiss
Registered Nurse Manager
Broward Health Nurse Connect
BOCA RATON FL
(754)234-9827
------------------------------

I appreciate your feedback so much ! Thank you. I am sure I will reach out again soon, so I appreciate it!

------------------------------
Shannon Heiss
Registered Nurse Manager
Broward Health Nurse Connect
BOCA RATON FL
(754)234-9827
------------------------------

Original Message:
Sent: 05-23-2022 20:57
From: Scott Teplin
Subject: Nurse Telephone Triage Handled call time and after work time

Good Afternoon Shannon,
You might get more responses posting this question over on the Telehealth Nursing Practice SIG that in this Open forum.

I don't think there is one "right" answer as many of us have unique workflows that can impact call time.  My team's average is 9 minutes.  There will be outliers such as obvious emergent 911 calls may only be a couple of minutes while the depression call may be way longer than average.  Workflows such as do your RNs schedule the patient's appointment (if disposition is office visit) or do they hand off the call to a scheduler.  Does the scheduling workflow require a call to the clinic if no appointment is not available?  These are just a couple of factors that can impact call time.

Our queue is programed to give 30 seconds "wrap up" time before the status is changed to "ready" for the next call.  The goal is to complete documentation by the end of the call.  During peak times, a RN may not complete the documentation before the next call comes in.  Epic is configured to have a maximum of 3 charts open at any time.  If that occurs, the RN will go on "not ready" status to complete their charting. 

I didn't set benchmarks for average call length or volume of calls.  When I review the dashboards, I'm looking for outliers.  If I see a RN has a consistent long average call length, I provide coaching on ways to make the call more efficient.  On the opposite side, if I see a RN with short average call lengths, I double checking that workflows aren't being skipped.

------------------------------
Scott Teplin CEN MSN RN-BC
Manager Clinical Services
UCLA
steplin@mednet.ucla.edu

Original Message:
Sent: 05-23-2022 13:47
From: Shannon Heiss
Subject: Nurse Telephone Triage Handled call time and after work time

Would love to get feedback on average RN triage call times? 

What is the goal average for:

1. How long should the average Triage call be? (call encounter from start to finish between patient and RN)
2. What is the average after work call time? How long should it take for the triage RN to document if using a standardized protocol software such as Clear Triage?

Looking to find a way to better monitor and evaluate the remote phone triage nurses who have both a set scripted call protocol and Clear Triage software. 

Any key information on this topic would help immensely............

------------------------------
Shannon Heiss
Registered Nurse Manager
Broward Health Nurse Connect
BOCA RATON FL
(754)234-9827
------------------------------

Thank you for this detailed information.   Did you use any evidence/sources when setting your time?   I am struggling to find this type of information/benchmark.  Thanks again!

------------------------------
Rebecca Tierney
Sr. Nursing Education Specialist
Community Health Network
Noblesville IN
------------------------------

Original Message:
Sent: 05-23-2022 20:57
From: Scott Teplin
Subject: Nurse Telephone Triage Handled call time and after work time

Good Afternoon Shannon,
You might get more responses posting this question over on the Telehealth Nursing Practice SIG that in this Open forum.

I don't think there is one "right" answer as many of us have unique workflows that can impact call time.  My team's average is 9 minutes.  There will be outliers such as obvious emergent 911 calls may only be a couple of minutes while the depression call may be way longer than average.  Workflows such as do your RNs schedule the patient's appointment (if disposition is office visit) or do they hand off the call to a scheduler.  Does the scheduling workflow require a call to the clinic if no appointment is not available?  These are just a couple of factors that can impact call time.

Our queue is programed to give 30 seconds "wrap up" time before the status is changed to "ready" for the next call.  The goal is to complete documentation by the end of the call.  During peak times, a RN may not complete the documentation before the next call comes in.  Epic is configured to have a maximum of 3 charts open at any time.  If that occurs, the RN will go on "not ready" status to complete their charting. 

I didn't set benchmarks for average call length or volume of calls.  When I review the dashboards, I'm looking for outliers.  If I see a RN has a consistent long average call length, I provide coaching on ways to make the call more efficient.  On the opposite side, if I see a RN with short average call lengths, I double checking that workflows aren't being skipped.

------------------------------
Scott Teplin CEN MSN RN-BC
Manager Clinical Services
UCLA
steplin@mednet.ucla.edu

Original Message:
Sent: 05-23-2022 13:47
From: Shannon Heiss
Subject: Nurse Telephone Triage Handled call time and after work time

Would love to get feedback on average RN triage call times? 

What is the goal average for:

1. How long should the average Triage call be? (call encounter from start to finish between patient and RN)
2. What is the average after work call time? How long should it take for the triage RN to document if using a standardized protocol software such as Clear Triage?

Looking to find a way to better monitor and evaluate the remote phone triage nurses who have both a set scripted call protocol and Clear Triage software. 

Any key information on this topic would help immensely............

------------------------------
Shannon Heiss
Registered Nurse Manager
Broward Health Nurse Connect
BOCA RATON FL
(754)234-9827
------------------------------

Original Message:
Sent: 6/13/2022 10:27:00 AM
From: Rebecca Tierney
Subject: RE: Nurse Telephone Triage Handled call time and after work time

Thank you for this detailed information.   Did you use any evidence/sources when setting your time?   I am struggling to find this type of information/benchmark.  Thanks again!

------------------------------
Rebecca Tierney
Sr. Nursing Education Specialist
Community Health Network
Noblesville IN
------------------------------

Original Message:
Sent: 05-23-2022 20:57
From: Scott Teplin
Subject: Nurse Telephone Triage Handled call time and after work time

Good Afternoon Shannon,
You might get more responses posting this question over on the Telehealth Nursing Practice SIG that in this Open forum.

I don't think there is one "right" answer as many of us have unique workflows that can impact call time.  My team's average is 9 minutes.  There will be outliers such as obvious emergent 911 calls may only be a couple of minutes while the depression call may be way longer than average.  Workflows such as do your RNs schedule the patient's appointment (if disposition is office visit) or do they hand off the call to a scheduler.  Does the scheduling workflow require a call to the clinic if no appointment is not available?  These are just a couple of factors that can impact call time.

Our queue is programed to give 30 seconds "wrap up" time before the status is changed to "ready" for the next call.  The goal is to complete documentation by the end of the call.  During peak times, a RN may not complete the documentation before the next call comes in.  Epic is configured to have a maximum of 3 charts open at any time.  If that occurs, the RN will go on "not ready" status to complete their charting. 

I didn't set benchmarks for average call length or volume of calls.  When I review the dashboards, I'm looking for outliers.  If I see a RN has a consistent long average call length, I provide coaching on ways to make the call more efficient.  On the opposite side, if I see a RN with short average call lengths, I double checking that workflows aren't being skipped.

------------------------------
Scott Teplin CEN MSN RN-BC
Manager Clinical Services
UCLA
steplin@mednet.ucla.edu

Original Message:
Sent: 05-23-2022 13:47
From: Shannon Heiss
Subject: Nurse Telephone Triage Handled call time and after work time

Would love to get feedback on average RN triage call times? 

What is the goal average for:

1. How long should the average Triage call be? (call encounter from start to finish between patient and RN)
2. What is the average after work call time? How long should it take for the triage RN to document if using a standardized protocol software such as Clear Triage?

Looking to find a way to better monitor and evaluate the remote phone triage nurses who have both a set scripted call protocol and Clear Triage software. 

Any key information on this topic would help immensely............

------------------------------
Shannon Heiss
Registered Nurse Manager
Broward Health Nurse Connect
BOCA RATON FL
(754)234-9827
------------------------------