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Clinical Call Center of the Future:

In a recent article in Healthcare Call Center Times entitled “Thoughts from a Telephone Triage Pioneer”, Sheila Wheeler shared her vision of the future of telehealth with a list of features for the clinical call center of the future. New Title Telephone Triage Nurse becomes Clinical Triagist Integrated Clinical Call Centers The 24/7 “Command Call Center” becomes the new...
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Emergency Department Telephone Triage

Are Current Policies Safe? Recent research found a link between Oregon patients on Medicaid and increased ED visits, with possible implications for theAffordable Care Act (ACA).   For several decades, the issue of ED overutilization has been identified as a problem.  Historically, ED visits may be preceded by a telephone triage call to the ED for assessment and disposition — which most EDs...
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Decision making by Telephone Triage Nurses

Pattern Recognition and Estimation of Symptom Urgency Recent research on decisionmaking has implications for clinical decision making in telephone triage, CDSS, clinical call center policies, and industry regulations — worker fatigue, understaffing, over scheduling. Thinking Critically about Critical Thinking “In the beginner’s mind there are many possibilities. In the expert’s mind...
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Is Current Telephone Triage Research Disconnected?

 False Assumptions about Electronic Guidelines, Clinical Assessment & Decision Making Research and “Real World” Practice: A Major Disconnect Since the mid-nineties, the telephone triage industry has experienced breathtaking growth. Still, there is a lack of consensus about everything from scope of practice to terminology. For example, which title describes most accurately what clinicians do:...
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Telephone Triage in Year 2000

Past, Present, Future Experts project that in the near future, telehealth will subsume telephone triage, with telemonitoring and visualization of all patients from home. Disease management will grow as home health assessment includes heart, lung, and bowel sounds, blood pressure and pulse readings, gait, neuro exams and mood assessment. Training programs will grow to 40 hours and will include...
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Emergency Department Gridlock & Telephone Triage

Back to the Future? Written in 1992 by Sheila Wheeler, this article explores and describes the current role of telephone triage as gatekeeper and its potential to facilitate appropriate  ED access while reducing cost.     Telephone triage is the assessment, advice and treatment of health related problems by telephone.  Telephone triage should be “symptom based” (relating to symptoms), providing...
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