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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.
