Telephone Triage Practice Standards
When you purchase the Telehealth Update Continuing Education Package, you will also receive free — 80-page Practice Standards Manual. You may download these Standards and customize them to your facility! A major goal of the Telephone Triage Clinical Call Center is to optimize safe, timely access for patients, and to meaningfully reduce root causes of error in the following areas:
- Assessment: Improve adequacy, timing, or scope of; assessment; pediatric assessments; clinical decisions
- Communication: Improve oral, written, electronic, among staff, with/among physicians, with patient or family. Improve
- Continuum of Care: Reduce patient delay in care by improving access to care, expanded setting of care, continuity of care.
- Informed Consent: Improve patient informed consent and compliance. Clear dispositions apprise patients when, where, and why further evaluation is needed.
- Human Factors: Improve staffing levels, staffing skill mix, staff orientation, in-service education, competency assessment, staff supervision, medical staff peer review, other (e.g., rushing, fatigue, distraction, complacency, bias)
Telehealth Practice Standards Table of Contents:
- LINE MANAGEMENT
- MEDICAL ADMINISTRATION
- STEERING COMMITTEE
- HOURS OF OPERATION
- USE OF TELEPHONE TRIAGE CLINICAL CALL CENTERS
- GOVERNING RULES OF AREA
- STAFFING AND SCHEDULING POLICIES
- ORGANIZATION CHART NARRATIVE
- DELIVERY OF CARE METHODOLOGY FOR TELEPHONE TRIAGE
- RESPONSIBILITIES – CLINICIANS
- JOB DESCRIPTION
- SAMPLE PERFORMANCE STANDARDS
- PRACTICE MANAGEMENT