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Frequently Asked Questions

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! 

Are your nurses local?

All our nurses are licensed in good standing in New York State and most of our team lives here. Because the position is portable, our nurses can live outside of New York State if they choose, although each of our team RNs have been New Yorkers at least part of their lives.

Do you take clients from outside the State of New York?

Currently, we are only taking clients from inside New York State due to the complexities of RN licensing issues and the fact that New York is not a compact state. We hope legislation changes this in the near future.

What type of clients do you serve?

Currently, our Group Home / Managed Care clientele is the fastest growing segment of our company. We find our services to be an excellent fit for the needs of these programs. We also serve Pediatric, Internal Medicine, Family Practice, Urology, Cardiology, ENT, Spine, Neurology, and other special clients. 

What if there is a problem?

Because we treat customer service the old-fashioned way, you simply call us, the owners, day or night if there is an issue. We will immediately work to resolve it. Our clients have the personal cell phone numbers of the owners of this company and there are NO hoops to jump through. This is a nurse-owned company, started by two triage nurses who saw a need and 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 after-hours care of your patients to an unknown entity. Very quickly our clients come to deeply appreciate the compassion, experience and expertise of our RN telephone triage nurses. We often hear that our documentation, assessments and dispositions are better than what the status quo was previously. Our team has been trusted to serve local providers and patients for more than two decades.

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, 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 that time.

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