Pam,
We implemented Schmitt/Thompson the beginning of 2017 and continue to utilize them to this date. The telephone trees for the internal and family medicine practice and pediatrics provides information on our call center. It provides if you are calling for new or worsening systems, please contact the Nurse Advice Line at ... and gives our number to contact us directly. During office hours, the patients can either call us direct or transferred from the practice or main centralized access center that assist with appointments. During after hours, the answer service can transfer these patients to our team, or the patient can call directly 24/7.
Our direct telephone tree indicates that if they are calling for a medical emergency, to hang up and call 911. The patient is encouraged to hold for a live nurse and if the hold is extended, they have the option of leaving a call-back which saves their space in line.
We keep metrics on the total number of calls each month and totals of reason for call, protocol utilized, and disposition resulted. As we will be rolling out with the specialty practices, we will continue to keep metrics keeping them separate specialty vs primary care.
Hope this helps and if you would like any additional information, please do not hesitate to contact our team.
Patricia H. Yon, BSN, RN, AMB-BC
Clinical Nurse Manager Triage Nurse Advice Line
Mobile: 757-754-4111
Email: pxbradle@sentara.com
800 Independence Blvd.
5th Floor
Virginia Beach, Virginia 23455
------------------------------
Patricia Yon, BSN, RN, AMB-BC
Clinical Manager Nurse Triage
Sentara Ambulatory Services
Norfolk, Virginia
757-252-3247
------------------------------
Original Message:
Sent: 12-22-2025 09:34
From: Pamela Cormier
Subject: Schmidt Thompson Triage protocols in Epic
We implemented the Schmidt Thompson Triage protocols in Epic several years ago across our ambulatory sites and are struggling with consistent use. We are looking for benchmarks for % of the Nurse Triage Module vs Telephone and Gateway encounters. Not every patient inquiry needs triage, so we are wondering what other Epic users have for usage percentages. I would appreciate any feedback or information you have.
Best,
Pam
My work hours may not be yours. Please do not feel the need to respond to this email outside of your normal working hours.
_____________________
Pamela J. Cormier, MSN RN AHN-BC
she/her/hers
Professional Development Manager, Primary Care
ffe6e4a777bf4a47a19f5e7d49207c51@bwh.harvard.edu?anonymous&ep=pcard">Book time with Cormier, Pam
Brigham and Women's Hospital
800 Huntington Ave, 3rd Floor Boston MA 02115
M 617-390-6144
brighamandwomens.org
Link to the Center for Nursing Excellence
The information in this e-mail is intended only for the person to whom it is addressed. If you believe this e-mail was sent to you in error and the e-mail contains patient information, please contact the Mass General Brigham Compliance HelpLine at https://www.massgeneralbrigham.org/complianceline .
Please note that this e-mail is not secure (encrypted). If you do not wish to continue communication over unencrypted e-mail, please notify the sender of this message immediately. Continuing to send or respond to e-mail after receiving this message means you understand and accept this risk and wish to continue to communicate over unencrypted e-mail.