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A model for demand management in a managed care environment.
E McGraw1, H Barthel, M Arrington
1Blanchfield Army Community Hospital, Fort Campbell, KY 42223, USA.
Military Medicine
|May 10, 2000
Summary
Central Triage effectively manages patient demand for care, improving outcomes and satisfaction. This approach significantly reduces healthcare costs through efficient resource allocation and patient education.
Area of Science:
- Healthcare Management
- Patient Flow Optimization
- Health Economics
Background:
- Healthcare systems face increasing pressure due to downsizing of personnel and budgets.
- Effective management of patient demand is crucial for appropriate utilization of care assets.
- Preliminary data suggested the Central Triage concept as a potential solution.
Purpose of the Study:
- To evaluate the effectiveness, efficiency, and patient satisfaction of the Central Triage model.
- To assess the impact of Central Triage on patient care and resource utilization.
- To quantify the cost-effectiveness of the Central Triage system.
Main Methods:
- Implementation of a Central Triage system as a centralized portal for unscheduled patients.
- Registered nurses utilized protocols for screening and triaging patients.
- Interventions included directing patients to the Emergency Center, scheduling same-day appointments, or providing self-care education.
Main Results:
- Central Triage processed 35,231 patients in the first 9 months.
- 23% of patients received self-care education due to identified deficits.
- Follow-up showed 88% improvement in patients receiving self-care education, with 95% satisfaction.
Conclusions:
- Central Triage is an effective and efficient model for managing patient demand.
- The Central Triage system leads to improved patient outcomes and high satisfaction rates.
- The Central Triage model demonstrated significant annual cost avoidance exceeding $2,500,000.