UMC Health System 74NURSE UMC Telephone Triage Stephanie Hunter, MSN, RN.

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Presentation transcript:

UMC Health System 74NURSE UMC Telephone Triage Stephanie Hunter, MSN, RN

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

Status Update Since opening in April 2013 we have handled 14,087 calls through the call center. UMC Health System

Stats We advised 16.6% of our callers to utilize the ED and 47.8% of the callers were assisted with home care instructions. 59.2% of our callers are our targeted population. UMC Health System

Stats Since opening, we have had 630 callers from our population that we have prevented ED visits. This is a cost savings for our hospital of $340,200. We have had 873 callers over all payer sources. A potential savings of $471,420. UMC Health System

Growth UMC Health System June 2014 UMC started advertising 74NURSE to patients being discharged and encouraging them to call with questions post discharge. This was only presented on the printed material in DC packs.

Growth UMC Health System Since June we have had 13.58% of our calls generated from discharges. We are currently working with another 1115 Waiver project, Lean Six Sigma, on increasing the “HELP” patients get at discharge.

Growth UMC Health System Many of these callers have questions about medications, wound care, and follow up appointments. 74NURSE staff assist these callers, freeing up floor staff to care for the patient at the bedside.

Growth Physician Finder was added in July We assist callers who are looking for a PCP, find a physician and get the initial appointment scheduled for them. We have had 24 physician finder calls so far. UMC Health System

Software LVM Systems Located in Mesa, Arizona and was started in 1988 International UMC Health System

Software Currently have 3 license 2 sets have triage guideline for adult and pediatric patients Guidelines are written by Barton Schmitt and David Thompson. These are the most tested and proven. UMC Health System

Success Stories UMC Health System

Call 74NURSE FREE MEDICAL ADVICE HOTLINE UMC Health System Questions