I actually just responded to another thread with information... I have pasted it below...
Clinical Advice at our organization is defined as a "phone call regarding a new or worsening symptom(s). All Clinical Advice calls are ran through a non-clinical algorithm called SymptomScreen (that we have customized) by our Call Center staff. SymptomScreen then classifies the call as Emergent, Urgent, Semi-Urgent, Non-Urgent or Routine. The following workflows are then followed:
Emergent: Call Center direct transfers to 9-1-1, if the patient or caller refuses it follows the Urgent workflow
Urgent: Caller is directly transferred to the RN team, if all of the RNs are unavailable, it goes to the MA who then goes directly to a Provider for disposition
Semi-Urgent: Call Center attempts to schedule a Same/Next Day visit, if unable, Epic encounter is routed to the RN team as a High priority message. The RNs then outreach to the patient with a goal of Time to First Outreach being 2 business hours
Non-Urgent: Call Center attempts to schedule a Same/Next Day visit (within next 24 hours), if unable, an Epic encounter is routed to the RN team as a message. The RNs then outreach to the patient with a goal of Time to First Outreach being 6 business hours
Routine: The Call Center attempts to schedule the patient for the next available office visit.
At this time, we only have slots for Same/next Day visits or Condition/Symptom visits which are typically weeks away. We are a smallish Medical Group and we currently have 2 nurses in each Primary Care Clinic, 3 in Cardiology/EP, and 1 in Urology who are dedicated to Telephone Triage. We have a ratio of 6-10 providers/RN.
Let me know if you have any questions or want to chat further on what we are doing.
------------------------------
Dotty Parker
Montage Medical Group
Salinas CA
------------------------------
Original Message:
Sent: 10-17-2024 17:33
From: Kera Arias
Subject: Telephonic Nurse Triage Decision Tre
Hello,
We are currently building out a telephonic nurse triage program at my organization. We are shooting to go with a tiered approach where a call center rep will first answer the patient call and transfer to triage if appropriate (or whatever resource the patient needs). I'm curious if anyone has a decision tree or is willing to share what their organization utilizes to help the call center rep decide if something is urgent and must be 'warm' transferred to a nurse or if something is non-urgent and can be an inbasket message for a return call.
------------------------------
Kera Arias MSN RN NI-BC PHN
Eisenhower Heath
Indio CA
(760) 834-3542
------------------------------