Contact hours no longer available.
Join us for this critical-thinking learning experience as we rethink the conventional wisdom related to QA in telephone triage. We will examine systems and processes that support quality care delivery including staffing, access, policies and call flow; as well as address strategies to improve quality in the delivery of telephone triage services
Contact hours available through December 14, 2012
Medical call centers have traditionally played a mainly adjunct role to the primary care practice of medicine. This session will explore the future relationship of the medical call center to the primary care practices of the future and of the patient-centered medical home. It will begin with an environmental scan of health care reform visions. Next a discussion of the medical home concepts will be presented. Exploring the role of the nurse as a central aspect of the patient centered medical home and medical resource center leads to a discussion on the myriad modalities that will be utilized by call centers of the future. Examples of modern uses for call centers will be highlighted. Lastly, the concept of a national call center model will be explored.