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  • 1.  telephone triage/patient advisory onboarding

    Posted 04-27-2023 10:10
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    Hello all!

     

    I am looking for anyone to share any onboarding (orientation) information for their "patient advisory" or "telephone triage" groups.

     

    Thank you,

    Christine Drent, RN

     

    Patient Clinical Services- Education

    Nurse Advice, Patient Advisory Nurse, Medication Renewal Center

     

    Patient Contact Center

    Direct line: 217-902-6175

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  • 2.  RE: telephone triage/patient advisory onboarding

    Posted 04-28-2023 09:31

    I have just hired my first two triage nurses as we are in a new role within our organization's medical group. I am still figuring out the process for orienting since we do not have any nurses for them to shadow. What I have the nurses doing is taking the full schedulers orientation because it introduces them to how to schedule, customer service, and organizational processes. From there they are watching Carol Rutenberg videos and doing triage research. I will also have them shadow in some of the medical offices to meet providers and teams. We are also doing role-play for call scenarios to work through the ST protocols. In addition to this, over the last 6-8 months I have created documents and resources (like a triage handbook) for the nurses and made a NT teams page to share the resources.
    I am very interested to learn what others are doing for training for NT as well though.  



    ------------------------------
    Jaime Fletcher
    Manager, Clinical Nurse Triage
    Orlando Health
    Orlando FL
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  • 3.  RE: telephone triage/patient advisory onboarding

    Posted 04-28-2023 09:55

    Thanks for input Jaime! I found a lot of great resources through Schmitt-Thompson Clinical Content | Nurse Triage Guidelines (stcc-triage.com)
    Office+-Hours+Users+Guide_2022++wo+FAQs+for+websites.pdf (squarespace.com)
    Our foundation uses EPIC for our emr and also the Schmitt-Thompson Clinical Content. Triaging is not new to our department; we have 11 triage nurses. However, we are combining our "nurse advice" team (office hours only) and our "patient advisory" team (24/7) within the same dept. PAN usually has worked under the inpatient world and NA is a part of our Patient clinical services dept. 

    Would you be willing or able to share your "triage handbook" with me? 



    ------------------------------
    Christine Drent
    RN
    Carle Health
    Oakwood IL
    ------------------------------

    Original Message


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