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AAACN 37th Annual Conference 2012

245 - Establishing Quality Metrics for a Telephone Triage Program

May 3, 2012 1:00pm ‐ May 3, 2012 3:00pm

Standard: $25.00


Telephone triage programs struggle to compare individual and staff performance across a variety of programs and settings. A simple QI documentation review tool can effectively measure three key nurse indicators of quality and performance: Assessment Complete, Correct Guideline Choice, and Correct Disposition. Compiling this information creates a simple metric that allows comparison across programs and individual triage providers.

Learning Objectives:

  • State the value of establishing a measurable standard for comparing performance.
  • Verbalize how comparing individual and department quality statistics can validate impact of education and individual interventions on staff performance.
  • Describe the relationship between customer satisfaction, employee satisfaction, and a consistent quality program.
  • Articulate the importance of using a consistent measurement tool so performance can be evaluated across programs. 


  • Kathleen Martinez, MSN, RN, CPN, Infection Preventionist, Children's Hospital Colorado
  • Kelli Massaro, BSN, RN, CPN, Clinical Educator, Children's Hospital Colorado

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