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  • 1.  RNs providing triage via EMR messaging

    Posted 03-21-2023 10:15

    Greetings-

    Are other organizations providing triage and advice via the EMR messaging capability? If so, what guardrails do you have in place to ensure the RN has fully assessed the patient?

     

    Aurora Krout BSN, RN

    RN Supervisor Ambulatory Care

    Sutter Medical Foundation Clinical Operations

    916-799-7037 | Mobile

    aurora.krout@sutterhealth.org

    Upcoming PTO Notice: April 11-15, 2023

     

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  • 2.  RE: RNs providing triage via EMR messaging

    Posted 03-22-2023 08:11

    Hi Aurora, 

    We do not triage symptom based concerns via the patient portal. We believe this can delay care and further hinder the nurses capacity to thoroughly assess the patient. If the patient insists or cannot talk on the phone we will try to manage this the best we can, however, thorough documentation that clearly states the nurse made every effort to talk to the patient over the phone. We have this written into policy. 



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



  • 3.  RE: RNs providing triage via EMR messaging

    Posted 03-23-2023 12:20

    Hi,

    We do not triage via the EMR.  We respond to the patient that they need to call and speak with a nurse.  We also advise that they can see treatment in one of our walk in clinics or Immediate care locations if our office is closed.

    We have vetted this process through our risk team and they are comfortable with it, since our EMR specifically discourages patients sending messages regarding symptoms using this method.

     

    Colleen Durr, BSN, RN | Supervisor, Centralized Nurse Triage and Coumadin Clinic

    Physician Practice Division

    4201 Winfield Road, Warrenville, IL  60555
    (331)221-9097| Colleen.Durr@eehealth.org


     




    Original Message


  • 4.  RE: RNs providing triage via EMR messaging

    Posted 03-22-2023 09:07

    You cannot properly assess a symptom-based message.  Our nurses are required to call the patient.  We have the capability to change the message into a nurse triage encounter so that two different encounters are not needed.  Prior to that capability, the nurses would respond to the patient letting them know that the nurse would call/attempted to call; if the nurse did not reach the patient, they would leave a message that the patient needed to call back and speak with a nurse in order to discuss their symptom(s).  



    ------------------------------
    Michaelene Wolff, BSN, RN, OCN, AMB-BC
    Coordinator, Clinical Programs
    Chair, Ambulatory Telephone Protocol Committee
    University of Colorado Hospital
    Aurora CO
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