Medical phone triage has revolutionized the healthcare delivery system entirely. It is a triage service provided by the healthcare professional over the phone. It enables the patient to communicate their symptoms and medical status with the nurse or a doctor over the phone. This ensures the delivery of high-quality healthcare guidance to the patients for the management of medical issues by themselves.
Although medical phone triage does not eliminate the necessity of face-to-face interaction, it nevertheless relieves the pressure and workload on the healthcare system. The care provided over the phone effectively helps reduce the number of visits to the ED while ensuring that the patient receives the appropriate level of care at home.
Steps for medical phone triage
- Placement of call: the first step involves the placement of the call by the patient or injured using a toll-free number. Mostly a nurse or triage doctor is permitted to answer the phone. However, in some states, unlicensed professionals are also allowed to perform phone triage duties.
- Interview/assessment: The professional inquires about the individual's condition, the severity of their symptoms, and their medical history. During workplace injury triage, nurses actively gather information about the extent of the worker's injury. The assessment includes both the physical and psychological well-being of the injured employee.
- Making a triage decision: Once the evaluation is concluded and the triage professional has an adequate amount of information, a decision is made and a proper triage protocol is selected.
The professional guides the patient according to the guidelines outlined in the protocol. In case referral to 911 is necessary, the professional must assure that the patient has contacted 911, if the patient is incapable of making a call, the triage service provider should place the call on their behalf.
- Concluding the teleservice and follow-up: Before concluding the medical phone triage, the healthcare professional ensures that all instructions are clearly understood and followed by the patient. To do this, they request the patient to repeat the given instructions, simultaneously ensuring that the necessary medical intervention has been implemented successfully. Follow-up is necessary to confirm that the symptoms have subsided. In emergency cases, the professional is required to refer the patient to the emergency department (ED).
- Documentation: This is a critical step in the medical phone triage. It is mandatory to document the symptoms, medical history, and the entire conversation. Failing to do so is considered malpractice.
Role of phone triage services in workplace injury :
By using Medical phone triage services, the impact of the injury can be minimized.
Worksites record the maximum number of accidents and mishaps. Workers at remote sites have limited to no access to healthcare in case of any accidents. Teletriage services are of great benefit in such situations where the services are not available instantly.
Injured workers can call the triage services directly or the supervisor can place the call on their behalf.
The triage professional evaluates the patient's condition through conversation and promptly determines the type of care needed. Not all injuries require medical intervention. Minor sprains, burns, and cuts can be handled by the injured or the supervisor present on site. With the triage professional available over the phone, these conditions can be managed using first aid tools at hand.
This not only decreases workers' compensation claims but also reduces time away from work.
Benefits of choosing medical phone triage with work partner USA
Work Partner USA does not rely on nurse triage services for assistance. While nurse triage is effective, it does have limitations to the care and analysis that they can provide. Nurses or any other unlicensed professionals are not authorized to give a medical diagnosis over the phone, nor are they permitted to use resources or prescribe medicines in conditions that demand such measures. Having a doctor appointed for the triage services offers a range of benefits.
They offer accurate diagnosis and provide treatment without any delay, reducing the risk of potential consequences of the injury. Triage doctors are quick in the assessment of injuries, ensuring effective and successful triage, which further downsizes the DART rate.
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