My Nurse Call Center Looking Ahead Continue to support clinical initiatives of the system Improve call center metrics to industry standards Capitalize on updated phone system technology and reporting to drive process improvement and performance Continue to expand post discharge calls beyond inpatient discharge My Nurse Call Center 2013 Progress Transitioned 1 additional clinic to Physician After Hour Service Access to EHR for New Group patients Training on use of EHR and GPMS Launched Pilot with Central Iowa to schedule next day appointments Implemented Physician After Hours Services for Quincy Medical Group (26 physicians) Training and support for Iowa Health Home Care Triage process Installed new phone system to allow for call recording Began ED Post Discharge call for Fort Dodge Region ![]() My Nurse Call Center 2012 Progress Completed Integrated Chronic Care Disease Management Training for all call center staff Trained all staff on use of EHR Waterloo Triage transitioned to My Nurse Increased additional clinics to Physician After Hours by 25% Focused on staffing and training to prepare for 2013 projects focused on continued clinical integration of the call center My Nurse Call Center Quality 90% benchmark Quarterly Audits are completed for all staff 1% of all calls reviewed Weekly review of all new employees as needed QA/QI results for 2012 is 93% My Nurse Call Center Post-Discharge Calls 2012 Results 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 made 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” My Nurse Call Center Physician After-Hours Triage Description Over 80% of Triage calls fall into one of six dispositions: 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 head ![]() 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 necessary 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 Director My Nurse Call Center Note:Data range is Mathru March 31, 2013 My Nurse Call Center Our Results: Physician After Hours Only My Nurse Call Center Our Results: My Nurse Call Center Overall 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 priority 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 system ![]() Stephanie Reyburn Physician | Quincy Medical Group ![]() My Nurse Call Center: Providing Care For Patients Outside Of The Four Walls Raedean VanDenover Director, Care Management | UnityPoint Health Dr.
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