of virtual nurse triage checklist essential ......nurses need to understand the full scope of...
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CHECKLIST ESSENTIAL COMPONENTS OF VIRTUAL NURSE TRIAGE
Community services Primary care
Specialties Care coordination
Telephone triage is safe.
Nurse triage contributes to optimal outcomes
An exceptional patient experience goes hand
In hand with the goal of optimal outcomes
Executive Leadership endorsement
Nurse Triage – The Affordable Care Act
Where we were
Where we are - Essentials of NT
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Organizational Integration
Multi-Disciplinary Task Force Define Success Measurable MissionExecutive Sponsor
Diagnosis Planning Implementation Evaluation
Operations
Process Mapping = Nursing Process
Assessment
Assessment
Nursing diagnosis
Outcome identification
Planning
Implementation
Evaluation
Ethics
Educations
Research and evidence-based
Performance improvement
Communication
Leadership
Collaboration
Professional performance evaluation
Resource utilization
Environment
Standards of Care – AAACN
Why?
Protocols, guidelines
Relevant to the populations committed to
Options
Reliability in care
Minimize risks
Reduce potential for liability
Decision Support Tools Policies and Procedures
Scope of Services
Paging/MedicationsPopulations served Follow-upDays/Times of operation
Talent
Training
Successful training falls on YOU!
Make NO assumptions
Define expectations
Create a training manual
Design a checklist that identifies expectations
Competency exercises and criteria for success
Critical Thinking Job description QualitiesRecruitment Uniqueness
Comprehensive and detailed training program
Competency testing & consistent monitoring by a Nurse Leader
Nurses need to understand the full scope of services offered across the organization
Nurses should spend time in all clinic sites and with all practices adopting nurse triage
Patient experience enhancement training should absolutely be included in orientation.
Telephone etiquette and active listening is recommended.
Evaluate expectations of the job description, training, content, customer service and critical thinking.
Competency Scoring and Actions
PIP
Scheduled
Method – Recording & Monitoring Tool
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Quality Assurance
Marketing
Change is Constant Message must be educated
Successful scripting allays anxiety Patience