Nurse triage services are an important way to help patients decide on what level of care to pursue. But are patients enjoying the interaction with the nurses and receiving the care that they need?
A good way to ensure that customers are happy is to do a survey of past callers. A survey is important because it allows the center to receive direct feedback and ensure that patients will call again next time they need help. The best way to do a survey is to call back a percentage of past callers chosen randomly and ask them questions about the call. The questions and answers need to be documented in a spreadsheet, allowing the center to quantify and measure results.
Additionally, clinical managers and physicians using a nurse triage on call service need to ensure that all calls are effective and that nurses are giving the right instructions to their patients. A quick checklist can help guarantee proper care. Dr. Barton Schmitt and Dr. David
Thompson December 2012 clinical updates provide a great checklist to make certain that calls meet the standard of care.
Finally, call centers also need to ensure that they are using standards of care and they need to protect themselves from adverse outcomes and lawsuits. The clinical updates also provide a checklist to help protect call centers.