Good afternoon everyone,
I am hoping to understand the different models of your nursing telephone triage department as my organization continues to expand in ambulatory care areas.
Some key areas of focus include:
Days and Hours of work?
Staffing per day?
Volume of calls per day?
Volume of calls per nurse?
Types of calls received.
Are non-clinical employees used as the initial contact?
What is the expectation for turnaround time if it is not a live call to the nurse?
Are calls directly answered by the nurse?
How do you determine urgent calls vs routine calls?
What types of algorithms are being used?
Thank you for any feedback you can provide!
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Lauren Cappelletti MSN, RN, CCM
Clinical Manager
Fox Chase Cancer Center
lauren.cappelletti@fccc.edu------------------------------