Open Forum

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Original Message:
Sent: 7/7/2022 10:54:00 AM
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Thank you for your response.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Original Message:
Sent: 07-08-2022 08:08
From: Aleesa Mobley
Subject: Triage Resources for Clinic Staff

FYI, cma triage is not the same as nurse triage. Nursing triage includes "assessment" which the cma is 'not trained or licensed" to perform. 

Most offices allow the cma to perform a triage that has to do with scheduling and prioritizing messages for providers. Many also allow the cma to do triage for medication refills. (I find this to be appalling as many patients have been provided refills for meds that were discontinued or meant to be discontinued or a dose that had previously been changed, but cma loads the prior  dose into the EMR). 

The cma should have training on their role limits and what is considered upper level or " nursing triage" that has to be transferred to a nurse or provider for higher level decision-making. 

This is often a blurred practice that is ripe for poor patient outcomes. I encourage all of my patients to use the patient portal to communicate with me so that inappropriate  feedback, suggestions or decisions from the cma (where I work) are avoided. 

----------- 

Aleesa M. Mobley PhD APN CPHQ

AAACN Leadership SIG Advisory Board 

Adult Health Nurse Practitioner / Education Technology Consultant (856) 230-1229

Assistant Professor, Clerkship-Director Rowan University (SOM)

Neuromusculoskeletal Institute - Pain Management and MAT

E-mail: mobley@rowan.edu   P. (856) 566-7010  F. (856) 566-6956

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Original Message:
Sent: 7/7/2022 10:54:00 AM
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Hi Laura, 

Telephone Triage is the domain of the registered nurse. Other virtual services such as scheduling or Rx renewal can be done by the MA with training. The RN should use decision support tools, such as local policy/procedure or guidelines such as Julie Briggs or Barton/Schmitt. MA staff should not be taking symptoms based calls, which is what Telephone Triage is, there is assessment required that they are not qualified to complete. Caution is advised when using LPNs in this role as many states limit their assessment capacity.

------------------------------
Susanna Gadsby MSN, MBA, AMB-BC, NPD-BC
Clinical Educator, Ambulatory
AAACN Certified
Nursing Professional Development Specialist
susanna.m.gadsby@hitchcock.org
------------------------------

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Thank you for your response.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Original Message:
Sent: 07-11-2022 08:01
From: Susanna Gadsby
Subject: Triage Resources for Clinic Staff

Hi Laura, 

Telephone Triage is the domain of the registered nurse. Other virtual services such as scheduling or Rx renewal can be done by the MA with training. The RN should use decision support tools, such as local policy/procedure or guidelines such as Julie Briggs or Barton/Schmitt. MA staff should not be taking symptoms based calls, which is what Telephone Triage is, there is assessment required that they are not qualified to complete. Caution is advised when using LPNs in this role as many states limit their assessment capacity.

------------------------------
Susanna Gadsby MSN, MBA, AMB-BC, NPD-BC
Clinical Educator, Ambulatory
AAACN Certified
Nursing Professional Development Specialist
susanna.m.gadsby@hitchcock.org

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Hello Laura,
I have a colleague who has done extensive working to developing a message management guideline for non-licensed staff.  I'll ask her to contact you.
Thanks,
Dedria

------------------------------
Dedria Tuck, MSNed, RN, AMB-BC, CPN
Leadership SIG Past Chair
Clinical Educator, Carilion Clinic
Roanoke Virginia
540-314-3028
------------------------------

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Good Morning-

i would be interested as well in any workflow algorithm people would be willing to share. Recently merged 2 practices and our front desk team answers potential triage calls. I am struggling to implement a workflow for non-clinical re: warm hand-offs and accurate message transcription. 

Best,
Jenny Longval MSN, RN
BIDMC Ambulatory OB/GYN

------------------------------
Jenny Longval MSN, RN
BIDMC
E Falmouth MA
(617)416-4026
------------------------------

Original Message:
Sent: 07-11-2022 08:37
From: Dedria Tuck
Subject: Triage Resources for Clinic Staff

Hello Laura,
I have a colleague who has done extensive working to developing a message management guideline for non-licensed staff.  I'll ask her to contact you.
Thanks,
Dedria

------------------------------
Dedria Tuck, MSNed, RN, AMB-BC, CPN
Leadership SIG Past Chair
Clinical Educator, Carilion Clinic
Roanoke Virginia
540-314-3028

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Hi Laura,
As many have replied it is out of scope for the MA-C to triage calls. However to better serve our patient's we have a triage algorithm, and we do allow our MA-Cs and LPNs to answer an urgent call if the RN or provider is not available. This way the patient is not hung up on or called back, to "Gather" information only and report it to an RN/provider. Our organization also has a "Red Flag words" list that assists the person answering the call determine the urgency of the call and who to direct it to.
Tash

------------------------------
Tash Rounds, MSN Ed, RN, AMB-BC, NPD-BC
Clinical Nurse Educator -Ambulatory
Skagit Regional Health
Mount Vernon, WA
Office: 360-814-6743
NRounds@skagitregionalhealth.org
------------------------------

Original Message:
Sent: 07-12-2022 05:52
From: Jenny Longval
Subject: Triage Resources for Clinic Staff

Good Morning-

i would be interested as well in any workflow algorithm people would be willing to share. Recently merged 2 practices and our front desk team answers potential triage calls. I am struggling to implement a workflow for non-clinical re: warm hand-offs and accurate message transcription. 

Best,
Jenny Longval MSN, RN
BIDMC Ambulatory OB/GYN

------------------------------
Jenny Longval MSN, RN
BIDMC
E Falmouth MA
(617)416-4026

Original Message:
Sent: 07-11-2022 08:37
From: Dedria Tuck
Subject: Triage Resources for Clinic Staff

Hello Laura,
I have a colleague who has done extensive working to developing a message management guideline for non-licensed staff.  I'll ask her to contact you.
Thanks,
Dedria

------------------------------
Dedria Tuck, MSNed, RN, AMB-BC, CPN
Leadership SIG Past Chair
Clinical Educator, Carilion Clinic
Roanoke Virginia
540-314-3028

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Tash,

That sounds like a great idea, thank you.  i agree that it is out of scope, however, we all have to do the best with what we have.  One RN cannot answer every call as it comes in.  I want the MAs to be able to help in a meaningful way.


------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Original Message:
Sent: 07-12-2022 10:06
From: Natasha Rounds
Subject: Triage Resources for Clinic Staff

Hi Laura,
As many have replied it is out of scope for the MA-C to triage calls. However to better serve our patient's we have a triage algorithm, and we do allow our MA-Cs and LPNs to answer an urgent call if the RN or provider is not available. This way the patient is not hung up on or called back, to "Gather" information only and report it to an RN/provider. Our organization also has a "Red Flag words" list that assists the person answering the call determine the urgency of the call and who to direct it to.
Tash

------------------------------
Tash Rounds, MSN Ed, RN, AMB-BC, NPD-BC
Clinical Nurse Educator -Ambulatory
Skagit Regional Health
Mount Vernon, WA
Office: 360-814-6743
NRounds@skagitregionalhealth.org

Original Message:
Sent: 07-12-2022 05:52
From: Jenny Longval
Subject: Triage Resources for Clinic Staff

Good Morning-

i would be interested as well in any workflow algorithm people would be willing to share. Recently merged 2 practices and our front desk team answers potential triage calls. I am struggling to implement a workflow for non-clinical re: warm hand-offs and accurate message transcription. 

Best,
Jenny Longval MSN, RN
BIDMC Ambulatory OB/GYN

------------------------------
Jenny Longval MSN, RN
BIDMC
E Falmouth MA
(617)416-4026

Original Message:
Sent: 07-11-2022 08:37
From: Dedria Tuck
Subject: Triage Resources for Clinic Staff

Hello Laura,
I have a colleague who has done extensive working to developing a message management guideline for non-licensed staff.  I'll ask her to contact you.
Thanks,
Dedria

------------------------------
Dedria Tuck, MSNed, RN, AMB-BC, CPN
Leadership SIG Past Chair
Clinical Educator, Carilion Clinic
Roanoke Virginia
540-314-3028

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

True!  The RN cannot answer all calls that have any component of being "clinical".  Currently less than 25% of my calls are triage calls because we do not yet have a formal screening protocol/workflow in place (we are integrating, so it is on the way).     To best server our patients, work to the level of our licenses and profession,  and address triage based on acuity of care needs and priority, solid call screening tools/protocols are so vital. 
  
There are tools to support and differentiate between nursing assessment through triage screening from non-clinical care providers.   Our MAs and call agents are more than qualified and competent to support our patient care needs once they receive education, tools and support to build upon their "screening", not "triage" skills.   I'm sure your team is just as qualified,Laura.  I'm so glad to hear you are taking on this task!  

We currently use the Schmitt-Thompson RN Triage protocol built into EPIC for  triage using nursing assessment.  I'm hopeful, once fully integrated, we will use something similar to the Smart Screen for non-clinical staff and unlicensed care providers.   I believe Dotty Parker introduced me to this resource within this discussion.  Hopeful to hear if anyone is currently using it and feedback on it's functions.     Here is a link to that tool by purchase, just for an overview of screening vs triage and evidence that tools do exist for non-clinical screening: 
https://www.symptomscreen.com/why-screening/#triage

I hope you find this supportive and useful. 
.

------------------------------
Tiffany Pryor
Registered Nurse
Cleveland Clinic Martin Health
Okeechobee FL
386-316-4185
------------------------------

Original Message:
Sent: 07-19-2022 09:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Tash,

That sounds like a great idea, thank you.  i agree that it is out of scope, however, we all have to do the best with what we have.  One RN cannot answer every call as it comes in.  I want the MAs to be able to help in a meaningful way.


------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638

Original Message:
Sent: 07-12-2022 10:06
From: Natasha Rounds
Subject: Triage Resources for Clinic Staff

Hi Laura,
As many have replied it is out of scope for the MA-C to triage calls. However to better serve our patient's we have a triage algorithm, and we do allow our MA-Cs and LPNs to answer an urgent call if the RN or provider is not available. This way the patient is not hung up on or called back, to "Gather" information only and report it to an RN/provider. Our organization also has a "Red Flag words" list that assists the person answering the call determine the urgency of the call and who to direct it to.
Tash

------------------------------
Tash Rounds, MSN Ed, RN, AMB-BC, NPD-BC
Clinical Nurse Educator -Ambulatory
Skagit Regional Health
Mount Vernon, WA
Office: 360-814-6743
NRounds@skagitregionalhealth.org

Original Message:
Sent: 07-12-2022 05:52
From: Jenny Longval
Subject: Triage Resources for Clinic Staff

Good Morning-

i would be interested as well in any workflow algorithm people would be willing to share. Recently merged 2 practices and our front desk team answers potential triage calls. I am struggling to implement a workflow for non-clinical re: warm hand-offs and accurate message transcription. 

Best,
Jenny Longval MSN, RN
BIDMC Ambulatory OB/GYN

------------------------------
Jenny Longval MSN, RN
BIDMC
E Falmouth MA
(617)416-4026

Original Message:
Sent: 07-11-2022 08:37
From: Dedria Tuck
Subject: Triage Resources for Clinic Staff

Hello Laura,
I have a colleague who has done extensive working to developing a message management guideline for non-licensed staff.  I'll ask her to contact you.
Thanks,
Dedria

------------------------------
Dedria Tuck, MSNed, RN, AMB-BC, CPN
Leadership SIG Past Chair
Clinical Educator, Carilion Clinic
Roanoke Virginia
540-314-3028

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Original Message:
Sent: 7/12/2022 10:07:00 AM
From: Natasha Rounds
Subject: RE: Triage Resources for Clinic Staff

Hi Laura,
As many have replied it is out of scope for the MA-C to triage calls. However to better serve our patient's we have a triage algorithm, and we do allow our MA-Cs and LPNs to answer an urgent call if the RN or provider is not available. This way the patient is not hung up on or called back, to "Gather" information only and report it to an RN/provider. Our organization also has a "Red Flag words" list that assists the person answering the call determine the urgency of the call and who to direct it to.
Tash

------------------------------
Tash Rounds, MSN Ed, RN, AMB-BC, NPD-BC
Clinical Nurse Educator -Ambulatory
Skagit Regional Health
Mount Vernon, WA
Office: 360-814-6743
NRounds@skagitregionalhealth.org
------------------------------

Original Message:
Sent: 07-12-2022 05:52
From: Jenny Longval
Subject: Triage Resources for Clinic Staff

Good Morning-

i would be interested as well in any workflow algorithm people would be willing to share. Recently merged 2 practices and our front desk team answers potential triage calls. I am struggling to implement a workflow for non-clinical re: warm hand-offs and accurate message transcription. 

Best,
Jenny Longval MSN, RN
BIDMC Ambulatory OB/GYN

------------------------------
Jenny Longval MSN, RN
BIDMC
E Falmouth MA
(617)416-4026

Original Message:
Sent: 07-11-2022 08:37
From: Dedria Tuck
Subject: Triage Resources for Clinic Staff

Hello Laura,
I have a colleague who has done extensive working to developing a message management guideline for non-licensed staff.  I'll ask her to contact you.
Thanks,
Dedria

------------------------------
Dedria Tuck, MSNed, RN, AMB-BC, CPN
Leadership SIG Past Chair
Clinical Educator, Carilion Clinic
Roanoke Virginia
540-314-3028

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Jenny,

That is part of the issue I am struggling with as well. 

Laura

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Original Message:
Sent: 07-12-2022 05:52
From: Jenny Longval
Subject: Triage Resources for Clinic Staff

Good Morning-

i would be interested as well in any workflow algorithm people would be willing to share. Recently merged 2 practices and our front desk team answers potential triage calls. I am struggling to implement a workflow for non-clinical re: warm hand-offs and accurate message transcription. 

Best,
Jenny Longval MSN, RN
BIDMC Ambulatory OB/GYN

------------------------------
Jenny Longval MSN, RN
BIDMC
E Falmouth MA
(617)416-4026

Original Message:
Sent: 07-11-2022 08:37
From: Dedria Tuck
Subject: Triage Resources for Clinic Staff

Hello Laura,
I have a colleague who has done extensive working to developing a message management guideline for non-licensed staff.  I'll ask her to contact you.
Thanks,
Dedria

------------------------------
Dedria Tuck, MSNed, RN, AMB-BC, CPN
Leadership SIG Past Chair
Clinical Educator, Carilion Clinic
Roanoke Virginia
540-314-3028

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Dedria, 
We are currently updating our ambulatory telephone triage. I would love to speak with your colleague regarding their message management guidelines. 

Thank you, 
Katie Coomer, BSN, RN
UK Polk-Dalton Clinic 
Lexington, KY 
Office: (859) 562-2958
Email: katherine.coomer@uky.edu

------------------------------
Katherine Coomer
UK HealthCare
Lawrenceburg KY
(859)866-0079
------------------------------

Original Message:
Sent: 07-11-2022 08:37
From: Dedria Tuck
Subject: Triage Resources for Clinic Staff

Hello Laura,
I have a colleague who has done extensive working to developing a message management guideline for non-licensed staff.  I'll ask her to contact you.
Thanks,
Dedria

------------------------------
Dedria Tuck, MSNed, RN, AMB-BC, CPN
Leadership SIG Past Chair
Clinical Educator, Carilion Clinic
Roanoke Virginia
540-314-3028

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Hi Dedria, 

I too would be VERY interested in any work that your colleague has done in message management guidelines for non-licensed staff!  

Thank you, 
Alexis 


------------------------------
Alexis McKemy MSN RN
Ambulatory Practice Manager
Baltimore MD
410-550-3965
------------------------------

Original Message:
Sent: 07-11-2022 08:37
From: Dedria Tuck
Subject: Triage Resources for Clinic Staff

Hello Laura,
I have a colleague who has done extensive working to developing a message management guideline for non-licensed staff.  I'll ask her to contact you.
Thanks,
Dedria

------------------------------
Dedria Tuck, MSNed, RN, AMB-BC, CPN
Leadership SIG Past Chair
Clinical Educator, Carilion Clinic
Roanoke Virginia
540-314-3028

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Dedria,
thank you so much, that would be incredibly helpful.  

Laura

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Original Message:
Sent: 07-11-2022 08:37
From: Dedria Tuck
Subject: Triage Resources for Clinic Staff

Hello Laura,
I have a colleague who has done extensive working to developing a message management guideline for non-licensed staff.  I'll ask her to contact you.
Thanks,
Dedria

------------------------------
Dedria Tuck, MSNed, RN, AMB-BC, CPN
Leadership SIG Past Chair
Clinical Educator, Carilion Clinic
Roanoke Virginia
540-314-3028

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

I too would be very interested in any resources this group has. We currently have an "urgent symptom" algorithm for our Operators, I would like to provide them with tools that are more standardized and assists with accurate data collection and documentation. 

I have researched Symptom Screen by Clear Triage as a potential tool for our non-clinical staff. Has anyone had any experience with this?

As our nursing presence in the Ambulatory world in our organization is brand new, I am looking for any an all resources, advice and recommendations. We are just now designing how our Clinical Triage by RN service would work.

------------------------------
Dotty Parker
Director Nursing- Ambulatory Clinical Quality
Montage Medical Group
Monterey CA
(831)265-3989
------------------------------

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

------------------------------
Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
------------------------------

Thank you to those who have contacted me requesting more information. 

My colleague, Caroline Butt, developed the attached guideline (FCM Clinical Message Management) and smartphrases for use in Epic (Message Management Smart Phrases) to be used by clinical staff to gather pertinent information from a patient to send to a provider.

Warm regards,
Dedria

------------------------------
Dedria Tuck, MSNed, RN, AMB-BC, CPN
Leadership SIG Past Chair
Clinical Educator, Carilion Clinic
Roanoke Virginia
540-314-3028
------------------------------

Original Message:
Sent: 07-13-2022 10:54
From: Dotty Parker
Subject: Triage Resources for Clinic Staff

I too would be very interested in any resources this group has. We currently have an "urgent symptom" algorithm for our Operators, I would like to provide them with tools that are more standardized and assists with accurate data collection and documentation. 

I have researched Symptom Screen by Clear Triage as a potential tool for our non-clinical staff. Has anyone had any experience with this?

As our nursing presence in the Ambulatory world in our organization is brand new, I am looking for any an all resources, advice and recommendations. We are just now designing how our Clinical Triage by RN service would work.

------------------------------
Dotty Parker
Director Nursing- Ambulatory Clinical Quality
Montage Medical Group
Monterey CA
(831)265-3989

Original Message:
Sent: 07-07-2022 10:53
From: Laura Humes
Subject: Triage Resources for Clinic Staff

Our primary care staff all share in telephone triage calls.  Sometimes it is an RN, sometimes an MA.  I am looking for any recommendations for a good resource for staff to have on hand to help guide their questions and information gathering.  This would also serve as a guide to teaching sessions and practice sessions.  thank you all in advance for your help.

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Laura Humes
Clinical Educator
Spectrum Health Lakeland
Saint Joseph MI
(707)386-5638
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