Establishing Quality Metrics for a Telephone Triage Program

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.