Dr. Charu G. Raheja
TriageLogic Founder and Chair
An urgent health condition or concern can arise anytime, anywhere, day or night. For the people providing the help to patients, being able to address an emerging medical situation quickly and effectively is imperative.
TriageLogic was founded on the core principle of giving patients access to healthcare information 24/7. TriageLogic has redefined the market by offering several innovative solutions that offer round-the-clock software support to triage call centers, hospitals, health plans, physician offices, and others who need help supporting their patients.
As Ravi Raheja, MD, our CEO, explored the triage methods of different centers around the country, he discovered that a common trend and challenge faced by triage call centers was that using standard protocols to answer patient calls required most nurses to go through multiple screens, which was slow and cumbersome. Further, some centers also needed to hire extra nurses during low call-volume times as a backup in case of a surge in calls. Some of the centers that did not employ extra nurses to maintain costs were facing patient complaints when call volume was unexpectedly high. Also, documenting calls received at night is difficult, but necessary, in order to decrease practice liability. Some call centers were also interested in recording calls and having call recordings available for later evaluation.
As a result, Ravi and I built and launched a dynamic software program — Call Center Solution™ — to support triage nursing programs around the country. The software uses current technology to provide our nurses and administrative staff with easy access to patient eligibility information, provider contact information and triage criteria. The software also uses state-of-the-art technology that does not require the shifting of pages in order to take calls. This allows nurses to take care of patients quickly and efficiently, thus decreasing the amount of time for taking calls. Some of our call centers document at much as a 35% decrease in their call time with the Triage Logic software. Our software also documents and records all interactions in a seamless manner, and sends detailed information to doctors so they can follow-up with patients the next day.
In addition to the night calls, we also observed a large volume of patient calls during office hours. We spoke to doctors and nurses who voiced the need to ensure their patient’s calls are answered properly and the calls are recorded and documented in their patient medical records for future reference.
As a result, we developed an expanded software program that offers triage support for providers during normal office hours called Daytime Office Solution™ (now called myTriageChecklist™). This affordable program allows call information to be downloaded or copied into a patient’s chart, helping to standardize patient care information to improve call outcome and decrease physician liability. The Daytime Office Solution (myTriageChecklist™) is a web-based application that can be integrated with any electronic medical record and works seamlessly with other office technologies. It is also very easy to learn, and multiple nurses can answer calls while following the standard protocols.
We would be happy to discuss TriageLogic’s mission and specific solutions with you. We believe we have filled several critical gaps in care that can make a real difference in both patients’ lives and their treating providers.