Hi Claudia,
At my previous location we did a huge inbasket optimization project that included extensive research into what types of messages we got most frequently, and creating smartphrases that could be used to answer these messages. We came up with our top 10 or so and created advice in the form of smartphrases, in collaboration with the medical director, to help cut down on the number of messages that had to be dealt with by the providers. Currently, we have 1-2 triage nurses per practice and they manage the inbasket for the whole practice. We are using ClearTriage to help with decision support, which has made life so much easier. As we transition to Epic, though, I do feel that MyChart will make it that much easier for patients to write in about everything (our current portal is not as user friendly).
I would definitely recommend doing the deepdive into what messages you receive most often and seeing what advice you can pre-determine as smart texts and go from there.
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Torie Bonnet MSN RN NE-BC NPD-BC
Associate Director of Nursing
Piedmont Health
Raleigh NC
bonnett@piedmonthealth.org------------------------------
Original Message:
Sent: 06-20-2025 09:05
From: Claudia Pianti
Subject: Standard Workflows and Priorities for Inbox management
What priorites and workflows do you have outlined for inbox management? Do you use and tempaltes to standardize and guide these workflows?
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Claudia Pianti
Manager of Ambulatory Practice Programs
HADDON TOWNSHIP NJ
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