Telephone triage nurses are incredibly important in healthcare. Healthcare workflows are unique in that patient safety must be considered at every step. Nurse triage is an integral component to this process. It supports consistent, safe, and high-quality care, while letting practitioners perform at their level of training.
Care Desk takes nurse clinical decision support to the next level, incorporating rich patient communication, best-in-class education content, and automated workflows based on the disposition and care advice, including appropriate scheduling.
Care Desk’s decision support is based on an extensive expert system that does far more than walk the nurse through clinical guidelines:
Nurse Triage is just one implementation of Keona Health’s expert system.
Clients who don’t build their own content usually use the gold-standard Schmitt-Thompson Clinical Content (STCC). These nurse triage protocols are used in more than 25 million calls each year and by more than 90% of medical triage call centers in North America. These nursing telephone protocols come in four sets:
| “After Hours” – no provider support | “Office Hours” – provider support | |
|---|---|---|
| Adult Set | Adult Telephone Triage Protocols After Hours Topics: 363 Dynamic Guideline Assessments Targeted Care Advice for all acuities | Adult Telephone Triage Protocols Office Hours Topics: 200 Home Care Advice |
| Pediatric Set | Pediatric Telephone Triage Protocols After Hours Topics: 245 Dynamic Guideline Assessments Targeted Care Advice for all acuities | Pediatric Telephone Triage Protocols Office Hours Topics: 245 Home Care Advice |
Nurse Triage is just one of the functions supported within the Care Desk Nursing Workspace.
Some of the most common:
It is difficult for a nurse to keep a full grasp of all of the above, and training and managing all of these is daunting. This is why Care Desk adds the same level of support and automation to any nurse workflow as to nurse triage. Read more about the Agent and Nurse Workspaces here.
Whenever the decision support determines escalation may be needed, it guides the nurse through the appropriate escalation steps, whether that is creating a provider task, paging the patient’s current on-call physician, or contacting e911. Care Desk will prompt and guide the nurse through these steps, documenting the nurse’s decisions each step of the way.
Notifying the physician and their care team is just a click, whether this is through EHR messaging, a fax, or a secure message.
Care Desk’s scheduling automation is so robust there is rarely an appointment that a nurse can’t easily schedule without forwarding the call.
Part of a nurse’s responsibility is to educate the patient about their health issue. Care Desk will incorporate your Health Education source of choice.
Once your health library of choice is incorporated, nurses are not restricted to an all-or-nothing approach to health education. They are able to give the portions of the health education materials that are pertinent to the patient’s situation. Documenting this is as simple as highlighting the education content. The system automatically documents only this selection as given to the patient and not the rest of the materials.
The software has the ability to facilitate self-care and health education through the integration of Health Education libraries. It can also automatically send the care advice and health education that were given to a patient verbally as a secure message:
For more information on Care Desk automated messaging, see Messaging Manager.
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