Thumbnail for Pediatric Telephone Triage: There's No Place Like Home

Pediatric Telephone Triage: There's No Place Like Home

Date
November 1, 2011
Credits
1 CH | Expired December 31, 2013
Issue
September/October 2011
$20
Standard Price

The After Hours Program at The Children's Hospital of Philadelphia provides telephone triage during nights, weekends, and holidays for 27 pediatric practices and two specialty offices. From September 1997 to October 2009, nurses commuted to the After Hours Call Center located in an office building in a densely populated area of the city of Philadelphia. One challenge for management of the center had been staff members' dissatisfaction with the time of their shift, working weekends and holidays, and the necessity to travel and work in an urban setting during non-daytime hours. Staff dissatisfaction translated into suboptimal staffing due to decreased retention. It also became difficult to attract experienced pediatric nurses to work for the program. Beginning in October 2009, the After Hours Program's nursing staff was gradually moved to home-based offices with the transition to home completed by the end of November 2009.
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Authors

Speaker Image for Sharon Barton
Sharon J. Barton, PhD, APRN-BC
Speaker Image for Sheila Whelan
Sheila M. Whelan, MSN, RN, CPN
Bayada Home Care
Speaker Image for Patricia White
Patricia A. White, RN, BSN, CPN
Speaker Image for Beverly Hansen
Beverly Hansen, BSN, RN, CPN
Speaker Image for Mei Lin Chen-Lin
Mei Lin Chen-Lin, BSN, RN, CCRC

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