UMC Health System 74NURSE UMC Telephone Triage

Service Mission: To provide urgent medical advice over the phone directing callers to the most appropriate treatment location. UMC Health System

Service Vision: Decrease semi-urgent, non-urgent volume in the Emergency Center to < 21%. Ultimately providing the right care in the right setting. UMC Health System

Safety/Quality 74NURSE uses doctor written protocols to triage patients over the phone and guide them to the most appropriate treatment facility. UMC Health System

Finance The semi-urgent and non-urgent population makes up 25% of the annual visits to the EC. This was 30% in 2012 and 28.5% in 2013 Of this population 70% are Medicaid or unfunded payers The average cost of an EC visit is $540 So far in 2014 we have decreased the visits by 3.5% This is a savings of $439, to UMC. UMC Health System

DY2 Milestones/Metrics Achieved UMC Health System Goals Met DY2 Milestone 1: Train 5 nurses on clinical protocols

DY 2 Milestones/Metrics Achieved Goals Met DY2 Milestone 2: Inform & educate on the nurse line UMC Health System

DY3 Milestones/Metrics Achieved UMC Health System Goals Met DY3 Milestone 1: Increase in the number of patients that access the nurse advice line

Teamwork Works with the majority of UMC units. Works with local PNS & Texas Tech clinics Works with all the schools in the region UMC Health System 74NURSE

Growth 1 director 6 full time RNs 1 unit secretary 5 on-call staff UMC Health System

Stats 2013(April-December) 5,173 calls 2014 (January-March) 3628 calls Average calls per day is 49 Average time per call is 7:20 minutes Our busiest hour is 7:00PM Our busiest day is Thursdays UMC Health System

Stats Most calls in 24 hour period = 73 Most calls in a month = 1,466 62% of our callers are the targeted population We have reached: – 14 different states – 139 towns in Texas UMC Health System

Call 74NURSE FREE MEDICAL ADVICE HOTLINE UMC Health System Questions