Nurse Telephonic Triage Service for After-hour Patient Calls in Neurosurgery

Nurse Telephonic Triage Service for After-hour Patient Calls in Neurosurgery

OBJECTIVE:The aim of this study was to report the utilization and experience of the nurse telephonic triage service for after-hour patient calls in Neurosurgery. BACKGROUND:It is challenging for patients to reach their clinicians after-hours in a timely manner. This may result in worse health outcom...

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Veröffentlicht in:Annals of surgery 2018-04, Vol.267 (4), p.e67-e68
Hauptverfasser: Escobedo-Wu, Eric Lee G, Dhebar, Fouzel, Harsh, Griffith, Steinberg, Gary, Vyas, Alpa, Katznelson, Laurence, Ho, Allen L, Pendharkar, Arjun V, Sussman, Eric S, Rohatgi, Nidhi
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container_end_page e68
container_issue 4
container_start_page e67
container_title Annals of surgery
container_volume 267
creator Escobedo-Wu, Eric Lee G
Dhebar, Fouzel
Harsh, Griffith
Steinberg, Gary
Vyas, Alpa
Katznelson, Laurence
Ho, Allen L
Pendharkar, Arjun V
Sussman, Eric S
Rohatgi, Nidhi
description OBJECTIVE:The aim of this study was to report the utilization and experience of the nurse telephonic triage service for after-hour patient calls in Neurosurgery. BACKGROUND:It is challenging for patients to reach their clinicians after-hours in a timely manner. This may result in worse health outcomes for the patients, or inappropriate utilization of emergency rooms and urgent care facilities. Physicians continue to remain overwhelmed with frequent after-hours calls in addition to other clinical responsibilities while on-call. METHODS:In August 2015, our institution launched the Clinical Advice Service (CAS) to provide a patient-centric, nurse-run telephone triage service for after-hour calls from Neurosurgery patients. Clinical protocols were created for use by CAS staff by Neurosurgery clinicians. RESULTS:Between July 2016 and June 2017, CAS has accepted 1021 after-hours calls from Neurosurgery patients. A total of 71.4% of these calls were clinical, and the remaining nonclinical (directions, appointments, general information). CAS escalated 37.3% of the calls to the on-call Neurosurgery physician; 4.8% Neurosurgery patients were triaged to the emergency room by CAS. CONCLUSION:CAS has been able to provide well-coordinated care to Neurosurgery patients while reducing physician workload.
doi_str_mv 10.1097/SLA.0000000000002548
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BACKGROUND:It is challenging for patients to reach their clinicians after-hours in a timely manner. This may result in worse health outcomes for the patients, or inappropriate utilization of emergency rooms and urgent care facilities. Physicians continue to remain overwhelmed with frequent after-hours calls in addition to other clinical responsibilities while on-call. METHODS:In August 2015, our institution launched the Clinical Advice Service (CAS) to provide a patient-centric, nurse-run telephone triage service for after-hour calls from Neurosurgery patients. Clinical protocols were created for use by CAS staff by Neurosurgery clinicians. RESULTS:Between July 2016 and June 2017, CAS has accepted 1021 after-hours calls from Neurosurgery patients. A total of 71.4% of these calls were clinical, and the remaining nonclinical (directions, appointments, general information). CAS escalated 37.3% of the calls to the on-call Neurosurgery physician; 4.8% Neurosurgery patients were triaged to the emergency room by CAS. CONCLUSION:CAS has been able to provide well-coordinated care to Neurosurgery patients while reducing physician workload.</description><identifier>ISSN: 0003-4932</identifier><identifier>EISSN: 1528-1140</identifier><identifier>DOI: 10.1097/SLA.0000000000002548</identifier><identifier>PMID: 29064895</identifier><language>eng</language><publisher>United States: Copyright Wolters Kluwer Health, Inc. All rights reserved</publisher><ispartof>Annals of surgery, 2018-04, Vol.267 (4), p.e67-e68</ispartof><rights>Copyright © 2018 Wolters Kluwer Health, Inc. All rights reserved.</rights><rights>Copyright © 2017 Wolters Kluwer Health, Inc. All rights reserved.</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c4018-9ff63dc7ad286bf050e2f1e9e17da9f3adc1f2a1a3f730e3a73454ed772b67ba3</citedby><cites>FETCH-LOGICAL-c4018-9ff63dc7ad286bf050e2f1e9e17da9f3adc1f2a1a3f730e3a73454ed772b67ba3</cites></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><link.rule.ids>314,776,780,27901,27902</link.rule.ids><backlink>$$Uhttps://www.ncbi.nlm.nih.gov/pubmed/29064895$$D View this record in MEDLINE/PubMed$$Hfree_for_read</backlink></links><search><creatorcontrib>Escobedo-Wu, Eric Lee G</creatorcontrib><creatorcontrib>Dhebar, Fouzel</creatorcontrib><creatorcontrib>Harsh, Griffith</creatorcontrib><creatorcontrib>Steinberg, Gary</creatorcontrib><creatorcontrib>Vyas, Alpa</creatorcontrib><creatorcontrib>Katznelson, Laurence</creatorcontrib><creatorcontrib>Ho, Allen L</creatorcontrib><creatorcontrib>Pendharkar, Arjun V</creatorcontrib><creatorcontrib>Sussman, Eric S</creatorcontrib><creatorcontrib>Rohatgi, Nidhi</creatorcontrib><title>Nurse Telephonic Triage Service for After-hour Patient Calls in Neurosurgery</title><title>Annals of surgery</title><addtitle>Ann Surg</addtitle><description>OBJECTIVE:The aim of this study was to report the utilization and experience of the nurse telephonic triage service for after-hour patient calls in Neurosurgery. BACKGROUND:It is challenging for patients to reach their clinicians after-hours in a timely manner. This may result in worse health outcomes for the patients, or inappropriate utilization of emergency rooms and urgent care facilities. Physicians continue to remain overwhelmed with frequent after-hours calls in addition to other clinical responsibilities while on-call. METHODS:In August 2015, our institution launched the Clinical Advice Service (CAS) to provide a patient-centric, nurse-run telephone triage service for after-hour calls from Neurosurgery patients. Clinical protocols were created for use by CAS staff by Neurosurgery clinicians. RESULTS:Between July 2016 and June 2017, CAS has accepted 1021 after-hours calls from Neurosurgery patients. A total of 71.4% of these calls were clinical, and the remaining nonclinical (directions, appointments, general information). 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BACKGROUND:It is challenging for patients to reach their clinicians after-hours in a timely manner. This may result in worse health outcomes for the patients, or inappropriate utilization of emergency rooms and urgent care facilities. Physicians continue to remain overwhelmed with frequent after-hours calls in addition to other clinical responsibilities while on-call. METHODS:In August 2015, our institution launched the Clinical Advice Service (CAS) to provide a patient-centric, nurse-run telephone triage service for after-hour calls from Neurosurgery patients. Clinical protocols were created for use by CAS staff by Neurosurgery clinicians. RESULTS:Between July 2016 and June 2017, CAS has accepted 1021 after-hours calls from Neurosurgery patients. A total of 71.4% of these calls were clinical, and the remaining nonclinical (directions, appointments, general information). 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title Nurse Telephonic Triage Service for After-hour Patient Calls in Neurosurgery
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