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After considerable research, TriageLogic realized physician offices can be flooded with calls during office hours. The solution, according to Ravi K. Raheja, MD, TriageLogic CEO, was daytime Office Solution™ (now called myTriageChecklist™). “The daytime Office Solution (myTriageChecklist™) is a simple-to-use, web-based application that ensures nursing and office staff handle patient calls quickly, consistently and accurately,” says Dr. Raheja.
TriageLogic’s daytime Office Solution™ uses “gold standard” protocols established by Dr. Barton Schmitt and Dr. David Thompson. This TriageLogic application integrates these protocols into a secure website portal, which combines a decision-tree support tool with user-friendly format to decrease call processing time for nurses while providing more useful information back to the caller.
Schmitt-Thompson Clinical Content credits TriageLogic with creating an excellent electronic version of its popular Telephone Protocols books for office hours, used by more than 10,000 physician practices. “The condensed structure expedites handling day-to-day calls from parents and patients,” says Dr. Schmitt.
According to Dr. Adam Naddelman, Princeton Nassau Pediatrics, “After implementing daytime Office Solution (myTriageChecklist™), we noticed improved nurse productivity and job satisfaction, along with increased standardization in the way calls are being processed in our office. We also are impressed with how easy the web-based application is to access, learn and use. At less than $3 per day, the application paid for itself immediately by saving our nurses critical time on every triage call. The technology is simply a ‘win-win’ for everyone.”
“Key to designing this daytime triage application was making sure customers could access the application via a secure web portal and begin using it in 30 minutes or less,” says Charu G. Raheja, PhD, founder and chair, TriageLogic. “After being installed and tested by over 100 individuals, we are pleased with the positive feedback we have received.”
Among other attributes, the application allows users to access the program immediately via the Internet. Other qualities include the ability to:
- Quickly and thoroughly document every call;
- Improve nursing staff training and patient care;
- Provide consistent telephone assessment and care advice, regardless of which staff member answers or the time of day;
- Quickly print notes or transfer information to an existing electronic medical record system; and
- Keep overhead costs for phone triage low.
The staff at Dr. Naddelman’s pediatrics office regularly relies on the office triage solution (myTriageChecklist™) template guides, which empower nurses to collect information by asking the right questions at the right time. “We now systematically provide patient advice and direct the patient to the appropriate level of care in a more consistent manner,” he notes.
The office triage solution (myTriageChecklist™) allows the medical staff to document patient calls in their respective EMR systems, which saves time and increases patient satisfaction. It also serves as a helpful risk management tool by providing key documentation about the initial calls.