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Telephone triage in the office setting
1Nell Hodgson Woodruff School of Nursing, Emory University, Atlanta, Georgia.
Journal of Nurse-Midwifery
|July 1, 1990
Summary
Nurse-midwives analyzed telephone calls in an OB/GYN/CNM practice over six months in 1988. This study categorizes call types and discusses telephone triage in women
Area of Science:
- Obstetrics and Gynecology
- Midwifery Practice
- Healthcare Communication
Background:
- Telephone triage is a common method for patient management in healthcare.
- Understanding the nature of calls is crucial for optimizing healthcare delivery.
- Previous literature on telephone triage in obstetrics and gynecology was reviewed.
Purpose of the Study:
- To document and categorize telephone calls received by nurse-midwives.
- To analyze the frequency and types of calls in an OB/GYN/CNM practice.
- To contribute to the understanding of telephone triage in women's healthcare.
Main Methods:
- Data collection over a six-month period in 1988.
- Two nurse-midwives meticulously documented all incoming telephone calls.
- Calls were systematically tallied and categorized for analysis.
Main Results:
- Detailed analysis of the numbers and types of telephone calls received.
- Identification of common reasons for patient calls in an OB/GYN/CNM setting.
- Insights into the scope of nurse-midwife telephone interactions.
Conclusions:
- Telephone calls form a significant component of nurse-midwife practice.
- Categorization provides a framework for understanding patient needs via phone.
- Findings support the importance of effective telephone triage protocols in women's health.