As part of our quality assurance program, TriageLogic spent two years analyzing tens of thousands of messages from answering service agents. This research shows that a significant percentage of urgent calls lacked crucial information to identify them as urgent, leading to missed emergencies, delayed care, and potential liability.

• Missed 911 Calls: Even after intensive training, our answering service did not identify about 10% of 911 calls.
• Insufficient Information: 30-50% of urgent calls had incomplete information, making it difficult to assess each situation accurately.
• Data Gaps: One year after agent training, 35% of calls still lacked sufficient intake information to properly triage and respond.

The Solution: MedMessage Assist™ (MMA)

• Urgent Calls: MMA identifies over 99% of calls that are urgent or that result in a 911 disposition, cutting callback times in half.
• Improved Triage: MMA adds vital information to 70% of submissions, enabling better triage decision-making and prioritization.
• Reduced Errors: By mandating the use of MMA, we have minimized both human error and missed details, and have seen a 50% improvement in callback times for urgent needs.
• Minimal Effort: MMA only adds an average of 27 seconds to each call.

The Results:

• Overall Effectiveness: We found MMA to be highly accurate in identifying and escalating urgent cases when used in combination with an automated keyword prioritization system. 
• Fewer Missed Calls: While we continue to fine-tune the system, we’ve already seen a significant decrease in missed urgent calls down to 1%.

Conclusion: