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Tips for effective telephone triage.

Managed Care (Langhorne, Pa.)

|August 6, 1994

Summary

This summary is machine-generated.

Physicians increasingly use phone consultations for initial patient care due to managed care constraints. This guide offers practical tips for office staff to effectively triage patients, identifying those requiring in-person visits versus phone management.

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Area of Science:

Healthcare Management
Clinical Practice
Patient Triage

Background:

Managed care models necessitate efficient patient management.
Physician time is increasingly constrained.
Initial patient assessment is shifting towards telephonic methods.

Purpose of the Study:

To provide guidance for office staff in triaging patients over the phone.
To optimize physician availability for critical cases.
To improve the efficiency of initial patient consultations.

Main Methods:

Development of a telephone-based patient assessment protocol.
Training materials for administrative and clinical support staff.
Criteria for distinguishing between telephonic and in-person consultations.

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Main Results:

Empowers office staff to make informed triage decisions.
Reduces unnecessary in-person visits, saving time and resources.
Ensures patients receive appropriate level of care promptly.

Conclusions:

Effective telephone triage by office staff can enhance healthcare delivery efficiency.
Proper training enables staff to manage initial patient contact effectively.
This approach supports physicians in focusing on complex medical needs.