![]() ![]() My Nurse Call Center Our Services: Post-Discharge Follow up Calls Post discharge call is made within 24 hours of discharge If patient is not able to teach back, My Nurse will teach back key components from discharge summary Second call is made post discharge day 2 to assess understanding of discharge instructions If unable to teach back a follow up referral is madeġ3 Post-Discharge Calls 2012 Results 31,819 Post-discharge calls schedule My Nurse Call Center Our Services: Post-Discharge Call Follow up to evaluate understanding of their discharge instructions, pain management, medication management and their need for further health information Diagnosis specific questions to assess and reinforce compliance with Evidence Based Practice Presented in a “Teachback format”ġ2 Our Services: Post-Discharge Follow up Calls My Nurse Call Center Physician After-Hours Triage Description Over 80% of Triage calls fall into one of six dispositions: 24% Provide self care at home 5% Call provider immediately 17% See the provider within 24 hours (next day appointments) 13% See the provider within four hours (urgent care if available) 20% Go to ED immediately 3% Activate EMS 911 My Nurse Call Center Our Services: Triage Top Adult Guidelines: Abdominal pain or discomfort Post op problems Chest pain/chest discomfort Headache Pregnancy and Pre-term labor (20-37 weeks) Top Pediatric Guidelines: Fever Cough Vomiting Cold symptoms Trauma to the headġ0 Physician After-Hours Triage Description My Nurse Call Center Our Services: Physician After-Hours Calls Provide coverage for physician clinics after hours 2012: 48% of all calls are PAH calls Currently serving 90 clinics and 405 providers Coverage is 5pm to 8am Triage calls and page the physician only when necessaryĩ Our Services: Triage Top Adult Guidelines: Top Pediatric Guidelines: ![]() ![]() My Nurse Call Center My Nurse Staffing 17.0 FTE Registered Nurses 5.9 FTE Licensed Practical Nurses 4.9 FTE Non-Clinical Support Staff 0.5 FTE Report Analyst 1 RN Manager 1 Director 1 Medical DirectorĨ Our Services: Physician After-Hours Calls My Nurse Call Center Note: Data range is Mathru March 31, 2013ħ My Nurse Staffing 17.0 FTE Registered Nurses My Nurse Call Center Our Results: Physician After Hours Only Key Performance Indicator 2010 2011 2012 URAC Standards Call Volume 51,868 55,552 85,119 N/A Calls Answered 37,057 37,618 57,291 Abandonment Rate 29% 32% Less than 5% Average Speed of Answer 0:44 0:48 0:43 30 Seconds or lessĦ Note: Data range is Mathru March 31, 2013 Key Performance Indicator 2010 2011 2012 URAC Standards Call Volume 174,377 156,277 178,709 N/A Calls Answered 140,768 120,142 131,389 Abandonment Rate 15% 18% 22% Less than 5% Average Speed of Answer 0:53 0:59 1:03 30 Seconds or lessĥ Our Results: Physician After Hours Only Stephanie Reyburn Physician | Quincy Medical GroupĢ My Nurse Call Center My Nurse Overview My Nurse is a free health information service for the public Sponsored by Iowa Health System and it’s affiliate hospitals Located in Sioux City, Iowa My Nurse is staffed by registered nurses 24/7/365 24/7 Staffing began in 1999 Positioned to support the clinical initiatives of the systemģ My Nurse Call Center Our Services: Triage Triage callers to determine appropriate level of care Utilize RelayHealth Relay Care software Triage completed by RN’s only Medical director oversight and approval of triage guidelines and call priorityĤ Our Results: My Nurse Call Center Overall My Nurse Call Center: Providing Care For Patients Outside Of The Four Walls Raedean VanDenover Director, Care Management | UnityPoint Health Dr. 1 Providing Care For Patients Outside Of The Four Walls ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |