Hi everyone -
We are interested in developing a tool for phone staff to ask follow-up questions for some chief complaints to help determine next steps including whether that patient can wait for a call back from a nurse, schedule a routine appointment or be transferred directly to a nurse or other clinician for immediate assessment. I have experienced this as a patient when I call Kaiser - targeted questioning based on a chief complaint to determine urgency. This would be based on algorithm and obviously would not involve any assessment on the part of non-clinical staff.
We also have some sites that do not have RNs and occasionally are open without a medical provider on-site and we want to support non-clinical staff in assessing the urgency of certain types of calls.
Does anyone have experience with this or know of a tool we can use so we don’t reinvent the wheel?
La Clinica de La Raza