
What is Phone Triage? Understanding the process of Medical Phone Triage in Healthcare
What is a Medical Phone Triage?
The primary objective of medical phone triage is to obtain vital health information from the caller, determine the nature and urgency of their issue, and direct them to the appropriate care. Most often performed by registered nurses, these professionals follow specific protocols to assess, prioritize, and potentially refer patients.
Because these phone triage nurses don’t have the benefit of a physical assessment, they must have keen decision-making capabilities and critical judgment skills. They must be thoroughly trained on the protocols, the right questions to ask, and the next step in care.
For instance, if someone calls with abdominal pain, they would determine its exact location, severity, when and how it started, if it’s recurring, and a possible cause. The assessment may result in a call to EMS 911 and first aid instructions or setting up an appointment with their primary care physician. In some instances, it involves simple home care instructions and a follow-up call.
Medical answering services differ in that they are usually staffed by virtual receptionists who provide additional administrative support, such as taking messages, answering questions, and contacting on-call providers. notifyMD is a medical answering service that can even escalate calls for nurse triage. Patient outreach is another service that, instead of waiting for patients to call, reaches out to them to remind them of screenings, tests, or pre-appointment requirements.
The Process of Triage Phone Calls
The best practices for establishing a process for triage phone calls include using proven protocols that provide the highest standards. At notifyMD®, our protocols include the Barton Schmitt guidelines, which set the benchmark for telephone triage care. Rigorously reviewed and updated, our guidelines navigate patient’s needs effectively, driving the highest quality care, clinical efficiency, and patient safety.
The process of triage phone calls starts with collecting information and prioritizing care. Compassionate, knowledgeable nurses review the caller’s health history, including medications, allergies, and chronic conditions. They assess the chief complaint and any symptoms concerning the patient, such as their onset, severity, and duration.
During the initial assessment, it’s important to focus on the most relevant questions. The first step is always determining if the caller is experiencing a life-threatening or urgent health issue and needs to be seen immediately or is experiencing mild systems and less urgent medical problems that can be treated at home.
Using clinical methodology and evidence-based guidelines, they determine a course of action, which may include recommending emergency care, providing counseling and patient education, offering first-aid instructions, and scheduling appointments. This information becomes a part of their medical record.
Benefits and Importance of Phone Triage
Implementing an effective phone triage system is essential in improving communications between the practitioner and patient, enhancing the quality of service, and ensuring appropriate continuity of care. It ensures your patients receive the appropriate level of care in a timely manner.
While poor communication in any business is detrimental, in healthcare, it can result in poor patient outcomes, misdiagnoses, and delayed or inappropriate treatment. The HIPAA Journal reported on two separate studies that revealed the effects of communication failures. One investigation found that out of 23,000 malpractice lawsuits, over 7,000 could be attributed to communication failures. Another showed that 80% of medical errors resulted from miscommunication between caregivers during patient handovers.
Not only do these services support optimal patient care, but they also give practitioners peace of mind, knowing their patients will receive the information and support they need, no matter the time of day. These uninterrupted hours are essential to reducing extreme workloads and avoiding the all-to-common burnout inherent in the healthcare industry.
The Role of Telephonic Nurses
Telephonic nurses essentially act as virtual healthcare providers. They gather detailed patient information, evaluate the urgency of their condition, and determine the best course of action. This action may include scheduling an appointment, calling or directing them to emergency services, or providing instructions for at-home care.
These nurses may specialize in phone support for pediatric patients, adult gerontology, or trauma care. They work with numerous organizations and healthcare providers, including community clinics, health insurance companies, hospitals, outpatient facilities, trauma centers, and private medical practices. They must work fast and assess the situation effectively.
Certification for Telephone Triage Nurses
While telephone triage nurses do not require specific certifications, many gain certification in ambulatory care nursing. Ambulatory care nursing involves patient care in outpatient settings, including telehealth services.
The Ambulatory Care Nursing Certification, offered by the American Nurses Credentialing Center (ANCC), is considered the gold standard in this field. To gain certification, nurses must be active RNs, have passed the NCLEX-RN exam, and have a minimum of 2,000 hours of clinical experience in ambulatory care in the previous three years.
The American Academy of Ambulatory Care Nursing (AAACN) collaborates with ANCC, offering exam study resources.
Frequently Asked Questions
What are the responsibilities of a triage person?
The first responsibility of a phone triage nurse is to determine if the caller needs emergency services. Once ruled out, they begin the process of asking questions and gathering the information they need to understand what prompted the call, the symptoms the caller may be experiencing, relevant medical history, and the appropriate course of action or level of care they require.
This course of action may include calling the emergency dispatch service, providing at-home instructions for care, or scheduling an appointment with the appropriate healthcare provider. The information they’ve gained becomes part of the caller’s medical history and relays to their primary care physician’s office.
What is the goal of a triage nurse?
The goal of a triage nurse depends on their location. If they work in an emergency room, their goal is to assess patients and ensure they receive timely and appropriate care. If they are phone triage nurses, they aim to evaluate a patient’s symptoms and determine the urgency and the level of care required.
What is the difference between a nurse and a triage nurse?
In most instances, a triage nurse is an RN who works in an emergency room setting and serves as the initial patient contact. They determine the urgency level and prioritize care, ensuring patients in the most critical conditions are seen first. Medical phone triage nurses work in the virtual field, assessing and supporting patients over the phone.
A regular nurse provides comprehensive care and works in a variety of settings. They may work in a clinic, a community health center, or a hospital. Some of their responsibilities may include monitoring vital signs, educating patients, and administering medications.
As the first HITRUST-certified answering service, you can count on our ability at NotifyMD® to safeguard sensitive and private information. Our team of dedicated RNs provides compassionate phone assessments that expertly guide your patients to the most appropriate level of care. To learn more about our nurse triage services or to schedule a consultation, contact NotifyMD®.