Open Forum

We just began this process in December.  We have a "trigger word" workflow where the MA may automatically escalate this message to a in-basket pool.  There is also a mechanism in place to have MAs outreach for unclear (no trigger word), clarify and if in conversation the patient mentions the trigger work to warm hand off to the RN Triage and Advice. As these are messages, we do not have the ability to turn them around with the efficiency of a telephone call.  For now, we have a 3-hour turnaround from time the message get into RN pool to time of connecting with patient and using decision support tool.  We only attempt one call when these messages come through MyChart.  Often patients are not home.  Our MyChart states that MyChart messaging is not intended for use of urgent and emergent communication (this may not be the exact verbiage).  RNs are a limited resource and as such we can't work every MyChart message, so we created a clinical escalation process. 

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No, they do not scan and not there is not a built in function.  Our Hotlist exists in a SharePoint site.   Using SharePoint allows the team to use function F3 or Ctrl F3 to search for words.  Per protocol this is how the search is conducted if after they have used F3 the wish to scan they may, but the bottom line is there are too many words to scan and F3 will bring up the words corresponding to that which you have placed in the search box.  Please let me know if this is unclear.  Sorry for the delay.  Have a great day. 

Outpatient Nursing Services, Primary and Specialty Care.  We are a hospital owned system.

IMPORTANT: This communication contains information that may be confidential or privileged, and is intended solely for the entity(s) or individual(s) to whom it is addressed.  If you are not the intended recipient, you should delete this message, and are hereby notified that any disclosure is strictly prohibited.  If you received this communication in error, please notify the sender and delete the message.

Forgive me if I have stated this but, in our organization, we do not send and FYI message for all messages managed by triage.  This does inundate the provider.  There are times when we need the provider to complete an action and if they are overwhelmed by FYI's, it will delay the response to time sensitive action item related to triage.  So, we only send a message to the provider if there is action needed.  Otherwise, all messages are available in the chart.  This has worked for our system for two years.  Prior to that we sent FYIs on all triage messages. Our current process is more efficient and prevent unintentional delays in care.