Standardizing Telephone Triage and Documentation in Multiple Ambulatory Specialty Clinic Practices: What Were We Thinking?

With changes in health care reform, telehealth has become a high volume, high risk, and high impact practice. Our goal was to standardize telephone triage and documentation practice across multiple specialty clinic practices, utilizing the AAACN telehealth standards. We share our journey to achieve this, including lessons learned along the way.

Learning Objectives:

• Describe the need for a "Telephone Triage and Documentation" project. 
• Review the rationale for initiating and process changes in multiple specialty practice within the medical center.
• Identify the process, including opportunities, barriers, IT development, education and evaluation (including improvement process and data analysis with nurse-sensitive outcomes).