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Telephone triage improves demand management effectiveness.

M Sabin1

  • 1Steamboat Springs Healthcare Association, CO, USA.

Healthcare Financial Management : Journal of the Healthcare Financial Management Association
|July 6, 1998
PubMed
Summary
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Telephone triage provides essential patient education and access to care, serving as a crucial entry point in managed care. This service, often staffed by nurses using clinical protocols, helps manage healthcare demand effectively.

Area of Science:

  • Healthcare Management
  • Health Informatics
  • Patient Access

Background:

  • Telephone triage is an emerging point-of-entry system for healthcare access.
  • It is increasingly adopted by managed care organizations for demand management.

Purpose of the Study:

  • To define the role and components of telephone triage in healthcare systems.
  • To outline the operational requirements and strategic considerations for implementing telephone triage.

Main Methods:

  • The study reviews the functions and components of telephone triage.
  • It discusses the staffing, technological, and strategic aspects of its implementation.

Main Results:

  • Telephone triage integrates patient education, information, and guided care access.

Related Experiment Videos

  • It requires 24-hour registered nurse staffing and clinical protocol-based software.
  • Implementation decisions involve in-house development versus outsourcing.

    • Conclusions:

    • Telephone triage is a vital tool for managing healthcare demand and patient flow.
    • Strategic decisions regarding in-house or outsourced models depend on volume and risk management goals.