RN Review of Clinical Calls

What Works: Effective Practices for Office-based CareTelephone Triage
RN Review of Clinical Calls

Recommendation: Clinical calls are reviewed by an RN (for practices that want clinical oversight when using non-licensed staff to triage).

 Effective Practice
  • Schedulers and telephone triage nurse share office space
  • All scheduling encounters are documented on a telephone encounter sheet
  • RN reviews encounter sheets at the end of day for appropriateness and timeliness of appointments, as well as referral of calls to appropriate providers
Benefits:
  • Shared space encourages collaboration and on-the-spot communication
  • RN review is a quality control measure, valuable when staffers are non-licensed
In practice at: Family and Community Medicine (UMass)


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