www.va.gov. Communication and Patient Safety. The disposition categories are the keystone of a telephone triage and advice systems. Revised Date: _05/2006_____ Version 1.0. HMO Policy and Procedure 2. . ������ POLICY STATEMENT NSW Ministry of Health Policy Directive ‘Mental Health Triage… The purpose of this policy is to recognize the influx of calls providers are fielding and to allow patients to Next Review: 60 days after implementation. Oncology clinicians can modify this tool to triage patients as well as to screen patients in a variety of outpatient settings (e.g., chemotherapy infusion units, radiation therapy departments). >> When we listen for key words, we not only improve patients’ perception of the service being delivered but ultimately we reduce physician exposure to risk,” says Scott Hayworth, M.D., MedPro Group Advisory Board. Whether RNs, LPNs, or medical assistants provide telephone triage services, the practice should have written protocols and policies that specify the extent to which these employees may provide healthcare advice. Telephone calls must be prioritized and routed appropriately so patients receive the proper medical attention. Policies and training should support direct support professionals calling 911 without first seeking permission. <> Delineating responsibilities for telephone triage in job descriptions will ensure the appropriate healthcare employee is providing it and working within his or her scope of practice. Document any decision in a patient’s health record that deviates from the practice’s written protocols. endobj Patient calls and talks to a triage representative 2. Telephone triage. Studies of telephone care provided in this setting have shown a high rate of parental satisfaction with AHC care 3,22 and compliance with urgent and home care disposition. . The Blue Cross and Blue … Under standardized procedures the triage nurse may provide a number of additional services. After Hours Crisis Service and ProtoCall: After business hours, during weekends and on holidays, ProtoCall (an off-site privately contracted company) provides telephone crisis assessment, safety planning, and referrals for UCSC students. endobj With over $1.5 billion in annual premium and more than 300,000 clients, MedPro Group is the national leader in customized insurance, claims and patient safety & risk solutions for physicians, surgeons, dentists and other healthcare professionals, as well as hospitals, senior care and other healthcare facilities. Roles of Nurses in Telephone Triage - It was the advisory opinion of the Board that it is within the scope of registered nursing practice for the nurse to consult with a patient via telephone and provide telephone triage to the patient. . If telephone advice protocols are used, physicians and clinical personnel should review and adapt them to meet the needs of the practice. The patient should be instructed to go to the emergency room as clinically indicated. Branch contact Anne Unicomb … Telephone Triage Protocols for Nurses. Policy/Procedure Number: 1.3 Effective Date: 10/01/04. Assessment by phone of an invisible patient, who is an untrained lay observer, complicated by the variability of symptom presentations, communications and process is challenging. 1. /Font <> Telephone Triage Decision-Making Safety Research. The policy of the Student Health Center is to see all students who present for care in as timely a manner as possible. Physicians should also ensure that their staff members are fully complying with those procedures. Author Branch Mental Health and Drug and Alcohol Office. This document was developed based on current COVID-19 data and experience with other respiratory viruses and will be updated as more information becomes available. ER - Emergency department triage policy 1. The triage nurse works to optimize clinician schedules and student access. Policy: Telephone triage is to be conducted by the RN, Mid-level practitioner or the physician. As telephone triage clinicians we must insure the safe, timely assessment, and disposition of patient symptoms via the phone. Under standardized procedures the triage nurse may provide a number of additional services. 5 0 obj HEALTH SERVICES POLICY & PROCEDURE MANUAL North Carolina Department Of Public Safety Prison SECTION: Care and Treatment of Offender POLICY # TX I-8 PAGE 1 of 9 SUBJECT: Telephone Triage EFFECTIVE DATE: January 201 7 SUPERCEDES DATE: September 2007 Reference: ACA Standard 4th Edition 4-4376 PURPOSE To have a registered nurse (RN) evaluate urgent and non-life threatening … Front-office staff should have clear guidelines for telephone triage and notification of a physician or designated clinical staff member when an emergent or urgent situation arises. • They assist the TCP through the data collection, triage, decision-making, disposition selection and advice-giving processes. SESLHD PROCEDURE State Mental Health Telephone Access Line (SMHTAL) SESLHDPR/ 500 Revision No: 0 TRIM No: T16/12110 Date: March 2016 Page 1 of 9 THIS DISTRICT DOCUMENT BECOMES UNCONTROLLED WHEN PRINTED OR DOWNLOADED UNLESS REGISTERED BY LOCAL DOCUMENT CONTROL PROCEDURES 1. Its purpose is multifold: to serve as a training and orientation guide for new employees, to serve as an ongoing reference for staff, and to serve as a risk management tool that lowers liability exposure in the office. Telephone Policies and Procedures. Many clinics institute their own policies and procedures for telephone triage. The triage nurse works to optimize clinician schedules and student access. Telephone triage. � ���D�(� ���h��š��������(�nt�[ՙDs��;eP+Q�s�+�PΝVBԧql=ܐZw��촐 �Z�O��7E�1��> S��Ij��L�����,��6�0A��3+����k�T�k���Kaj}��f#�����u�`�����|����T=�K��x�_�C��:���F��#�.s|IJ�Q���ɹmV�R�Zٺ�(R��jje�͹�(q�n���7� ���6H��t���`���9*� �o�������7!�uU�M �^#*�G�Od��2gk4vn�n��G�}��MH�W�e� i�*i��a&Kx�C�g�$�`�\b�����g/��� Procedure: A. MEDICAL RECORDS Medical Record Requirements and Standards Some practices engage a telephone triage service because it can ensure that the nurses conducting the triage are functioning within the appropriate nursing scope of practice. In order to qualify for a free tail, you must have a retroactive date at least 48 months prior to the date of retirement and be insured by the company for 12 months. %PDF-1.2 Telephone triage is the system for managing telephone callers during and after office hours. HEALTH SERVICES POLICY & PROCEDURE MANUAL North Carolina Department Of Public Safety Prison These procedures should specify documentation required for telephone-based encounters.1. Document Precedence . Triage should be performed by the most educated and experienced people at the practice rather than the least experienced. Hospitals, Continuing Education On-Demand Programs (Free), Continuing Education Risk Courses (Fees Apply), Patient Safety & Risk Solutions Presentations (Free non-CE), Risk Management Mentor Program (Free non-CE), www.acponline.org/acp_policy/policies/telephone_triage_diagnostic_techniques_procedures_ 2000.pdf, Properly document a call in a patient’s health record, Correctly assess the nature of urgency of the caller’s situation, Scrutinize the service as carefully as if it were in their own office, Review nurses’ scripts and protocols to determine whether they comply with acceptable standards and the physician’s own medical philosophy, Periodically pose as a caller and contact the service to monitor its efficiency and accuracy. Set conditions for telephone advice, including: a. HEALTH SERVICES POLICY & PROCEDURE MANUAL North Carolina Department Of Correction Division Of Prisons SECTION: Care and Treatment of Patient POLICY # TX I-8 PAGE 1 of 9 SUBJECT: Telephone Triage EFFECTIVE DATE: September 2007 SUPERCEDES DATE: February 2007 PURPOSE The purpose of Nurse Telephone Triage is to have a registered nurse (RN) evaluate urgent and non-life threatening … %���� endobj (2000). Pediatric Telephone Protocols, 15th Edition A go-to resource for telephone care triage, which covers a broad spectrum of caller concerns. If so, could you please share your policies and procedures. 14 0 obj MODELS OF TELEPHONE TRIAGE 20 . All insurance products are administered by MedPro Group and underwritten by these and other Berkshire Hathaway affiliates, including National Fire & Marine Insurance Company. Mental Health Telephone Triage: 4-Step process9!  Local Health District / Health Network policies, procedures, protocols, guidelines and other documents relating to mental health telephone triage must be consistent with the Mental Health Triage Policy (PD2012_ 053) and this Guideline. Evidence of training in telephone triage should be maintained for any healthcare employee that handles calls of an urgent nature. The policy of the Student Health Center is to see all students who present for care in as timely a manner as possible. stream <> Healthcare practices should have written policies and protocols that specifically address handling telephone calls, triaging patients, scheduling appointments, refilling prescriptions, and addressing patient questions and problems. The policy and procedure manual is essential to the efficient operation of every medical practice. The American Nurses Association suggests that only registered nurses (RNs) should perform telephone triage. This includes licensed medical personnel such as a CNM,NP, RN or PA. LVN’s cannot perform triage independently (MCPB letter 92-15). patient’s call is transferred to scheduling, where staff should follow the policy and procedure for sched- uling an urgent care patient. Animal Triage Procedures Wyoming Department of Health Adapted from “Veterinary Disaster Triage: Making the Tough Decisions” by Wayne E. Wingfield, MS, DVM, Colorado State University Veterinary Triage Veterinary disaster triage begins with the assessment of: 1) The medical needs of the patient and 2) The medical resources available. HEALTH SERVICES POLICY & PROCEDURE MANUAL North Carolina Department Of Correction Division Of Prisons SECTION: Personnel POLICY # P-1 PAGE 2 of 3 SUBJECT: Nurse Staffing Standards EFFECTIVE DATE: January 2012 …  Staff undertaking the mental health telephone triage function are responsible for reading and understanding these guidelines and for complying with Local Health … 24 0 obj The purpose of this policy is to recognize the influx of calls providers are fielding and to allow patients to Nurse calls patient back and directs patient to the appropriate level of care 3. In addition to using written protocols for clinical decision-making, be sure the healthcare employee conducting telephone triage also uses critical thinking. HEALTH SERVICES POLICY & PROCEDURE MANUAL North Carolina Department Of Correction Division Of Prisons SECTION: Personnel POLICY # P-1 PAGE 1 of 3 ... Telephone Triage System. See Third Party Contact/Consultations Policy . Telephone Triage for Otorhinolaryngology and Head-Neck Nurses of nurse-managed telehelp lines or medical call centers. With an after-hours nurse triage service, you can be there for your patients 24 hours a day, 7 days a week. endobj Revised Date: _05/2006_____ Version 1.0. . These nurses should use written clinical protocols in performing telephone triage. The purpose of this policy is to recognize the influx of calls providers are fielding and to allow patients to connect with their Telephone Triage is defined as “making good clinical decisions under conditions of uncertainty and urgency” (Patel). stream (2013, September 1). CORE 2b How it works: 1. Updated March 27, 2020 (effective retroactive to March 13, 2020) File Name: CPP_25 BCBSVT Payment Policy (Temporary/Emergency): Telephone Triage. triage services. As the nation’s first provider of healthcare liability insurance, MedPro Group has protected the assets and reputations of the healthcare community since 1899. endstream H��Vێ�6���. Its purpose is multifold: to serve as a training and orientation guide for new ... D. Telephone Triage Form E. Consultation and Diagnostics Tracking Form F. Nondisclosure of Confidential Information Agreement CLI.MAT.SOP.712.4.1 Maternity Triage Standard Operating Procedure Page 3 Standard Operating Procedures are designed to promote consistency in delivery, to the required quality standards, across the Trust. endobj CORE 2b How it works: 1. <> Outcomes. Following are some risk strategies when using a telephone triage service: Telephone triage does not replace medical care, but it’s a vital part of a healthcare practice because it involves screening of patient symptoms and providing clinical advice. Many clinics institute their own policies and procedures for telephone triage. In addition, a certified addiction medicine specialist may oversee decisions related to substance use disorder. Other risks include the failure of healthcare employees performing telephone triage to: “In triaging patients, physicians and staff need to match their responses to patients’ expectations while also thinking critically about the best clinical care for the situation at hand,” says Dr. Hayworth. 8 0 obj Telephone triage can be difficult enough without adding a pandemic to the mix. Mental Health Triage Policy PROCEDURE PD2012_053 Issue date: September 2012 Page 1 of 25 1 BACKGROUND 1.1 About this document In NSW: a new direction for mental health (June 2006), a commitment was made to establish a 24 hour state-wide mental health telephone advice, triage and referral service, staffed by mental �˄��ЂS"Ι���ٯ�͵|�5���@�k%t�2+� �y���tw�;����[�0Jbك���K� �p��} ��}SؼX Review protocols and algorithms annually to ensure compliance with current standards of care. Procedures supplement polices and describe how the policy will be implemented and met. Physicians should also ensure that their staff members are fully complying with those procedures. Triage Logic Nurse Triage on Call provides telephone nurse triage coverage for providers and their patients. 1.2 Key definitions For the purpose of the Policy Statement and this Procedures Document, the following definitions apply: Acuity: Acuity is a synonym for urgency, and they can be …