P58B

Improving Patient Safety and Satisfaction with Triage Nursing Resource Reallocation

Free
Standard Price

Patient safety, caller experience, nursing engagement, and staff satisfaction are all essential components of a telehealth nursing department which require constant attention and quality improvement work. Additionally, fiscal management of resources is necessary. In early 2018, Gillette Children’s Specialty Healthcare’s telehealth triage department was struggling with long patient waits, high volume of patient concerns and complaints regarding delayed service, high staff stress and burnout, and decreased nurse engagement. Our challenge was to increase patient safety, improve quality of patient experiences, and strengthen nurse engagement and satisfaction, while simultaneously remaining budget neutral.

Our telehealth department consists of two sub-departments: triage for established patients and one-call access for new patient referrals. For this project, a close look at the volume of work and current patient safety levels in each sub-department was needed to identify where we should allocate our resources, while remaining budget neutral. After data analysis, we identified the ability to shift 0.5 FTE from one-call access to triage work.

Our number one concern was patient safety, and we knew our current queue wait times and abandon rates needed to be improved. On average nurses were assessing the patient’s needs within 7 minutes of initial call. These statistics also directly negatively affected our caller’s experience with our services. We were reviewing, on average, one to two patient feedback and/or occurrence reports each week. Nurses were reporting an increase in stress and burnout. This was evidenced by discussions with leadership and a turnover in staff.

In March 2018, we designed a PDSA (plan, do, study, act) which included a new nursing role for the one-call access nurses. Monday through Friday, 8am to 12pm, is a peak time for patient calls. After a hyphenated training, the one-call nurses were able to take every established patient phone call coming into the triage queue during this high-volume time frame. The nurses answer the calls within 50 seconds, complete an acuity triage in less than 1 minute, and then get the caller to the correct department at Gillette or to the triage nurses. This PDSA also included building the triage queues to prioritize our highest volume and acuity calls. The triage nurses are able to select calls from the queues in order of acuity. In order, these are neurology, urgent, orthopedic, and non-urgent.

The PDSA showed significant improvement in patient care, underwent some small adaptations, and then was adopted. Our improved telephone queue statistics, significant decrease in patient feedback and occurrence reports, and a reported increase in nurse satisfaction and engagement are proof of our successful redesign of the telehealth department at Gillette Children’s Specialty Healthcare. In addition, one-call access nurses have continued to deliver safe quality patient care for the new patient referrals.

Speakers

Speaker Image for Kristin  Liehr
Kristin Liehr, MSN, RN, CPN
Speaker Image for Pace  Pfenning
Pace Pfenning, BSN, RN, CPN

Related Products

Thumbnail for Physicians and Triage Nurses Collaborating to Reduce Response Time for Triage Messages
Physicians and Triage Nurses Collaborating to Reduce Response Time for Triage Messages
Essential communication: Physicians and triage nurses collaborating to reduce response time for triage messages
Thumbnail for Leveraging Technology to Prevent Medication Errors
Leveraging Technology to Prevent Medication Errors
Background: Novant Health is dedicated to making the patient experience remarkable and shaping the future of healthcare. You see evidence of this every day in the work we’re doing to transform our care models and improve quality and safety for our patients…
Thumbnail for Unique Challenges of Handoff Reporting in Ambulatory Procedure Centers
Unique Challenges of Handoff Reporting in Ambulatory Procedure Centers
Background: High-volume and increasing demands for faster turnaround times have compromised patient safety during transition from the pre-procedure/admitting phase of care to the intraoperative phase of care…
Thumbnail for The Role of Centralized Triage Nurses in Answering Emergent Pediatric Triage Calls
The Role of Centralized Triage Nurses in Answering Emergent Pediatric Triage Calls
The purpose of this project was to compare the effectiveness of answering emergent symptom pediatric telephone calls by triage nurses in a centralized pediatric operations center versus triage nurses in their individual pediatric practices…