Frequently Asked Questions

Common Questions About Innovative Triage Services

How does it work?

A request for a nurse call back is made and an experienced RN then returns the call, completes a thorough assessment, and determines the proper disposition of the call (ranging from Home Care Advice, to Call 911 now). The completed triage note is immediately available to be viewed, printed or attached to an EMR. Additional follow-up documentation may also be added to the note by the client, if desired.

Describe your Telephone Triage Software.

The software we use consists of best practice protocols authored by David Thompson, M.D. (Adult), and Barton Schmitt, M.D. (Pediatric). A panel of 100 leading medical experts reviews the protocols each year and updates them to ensure the newest information is available to our nurse team. This software protocol tool, combined with the excellent judgment and experience of our team, creates a wonderful triage call experience.

Are all of your nurses RNs?

Yes!

What type of clients do you serve?

We serve Group Home, PACE, Managed Care, Pediatric, Internal Medicine, Family Practice, Surgical, Urology, Urogynecology, Cardiology, ENT, Spine, Neurology, and many other specialty clients.

What if there is a problem?

Because we treat customer service the old-fashioned way, we will immediately work to resolve any issue. Our clients have the personal cell phone numbers of company leadership and there are NO hoops to jump through. This is a nurse-owned company, started by two triage nurses who saw a need and we strive every day to fill it better than anyone else, anywhere!

What sort of disaster plan do you have?

Our software provider is hosted on a HIPAA-secured cloud-based solution through Amazon Web Services (AWS). Additionally, our nurses are spread out enough geographically that we will not be widely affected in the case of outages.

Are you insured?

Yes, our company is insured fully. In addition, each of our nurses carries their own malpractice insurance.

How do we know we can trust the judgment of your nurses?

We understand that for many, it is a leap of faith to initially entrust the care of your patients and individuals to an unknown team. Very quickly our clients come to deeply appreciate the compassion, experience, and expertise of our RN telephone triage nurses. We often hear that our models for documentation, assessments, and dispositions are far superior to the previous status quo. Our team has been trusted to serve many thousands of providers and patients for nearly three decades and our client loyalty is our best reference!

What if a call is outside of the RN scope of practice?

Our RN would contact the provider on call for your program or practice, including telehealth if appropriate, or send the caller out for urgent evaluation, depending on your instructions. Typically, providers are contacted by our RN for a question for less than 5-10% of calls. If a provider call is necessary, our nurse will complete all follow-up calls (for example, calls to the patient, pharmacy, etc.) and save the provider those time-consuming tasks.

What are the benefits to the provider's life?

Benefits include less burnout, better sleep, increased productivity, more family time, and better quality of life.

What are the benefits to my practice or program?

24 / 7 online access to all triage calls
responsive, all-inclusive one-stop customer service
full time RN triage coverage after-hours customized to the client’s needs
decreased call volume to on-call personnel
excellent continuity of care between the program staff and patients
decreased unnecessary ED utilization
increased compliance with OPWDD standards
excellent recruiting incentive for potential new nursing and provider staff
increased provider and nurse morale / decreased stress
increased staff retention and recruitment incentive
increased productivity due to reduced stress and fatigue