Quality Assurance in Telephone Triage: Are We Measuring the Right Things?

Dec 14, 2010 3:15pm

Identification: WEBINAR1

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 and the Medical Home - The Future is Now

Jul 11, 2011 3:15pm

Identification: WEBINAR2

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.

  • Identify the role of telephone care in the practice of pediatrics today
  • Describe the role of nursing in telephone triage in the medical home
  • Discuss the future potential role for nurses within both the medical home and medical resource center

Medical Home Model and Review of the NCQA Certification

Nov 16, 2011 4:00pm

Identification: WEBINAR3

  • Describe the evolution of the Medical Home Model
  • Outline the Medical Home Principles
  • Discuss the NCQA Standards and Guidelines for certification

The Transitional Care Model

Dec 6, 2011 4:00pm

Identification: WEBINAR4

  • Describe key concepts underpinning the Transitional Care Model (TCM)
  • Summarize key findings from testing of the TCM
  • Describe the impact of the body of evidence from testing the TCM on clinical practice and future healthcare initiatives