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Long wait times to be seen in outpatient clinics has led to an increase of triage messages for nurses within RRH. Could standardizing nursing triage protocol improve efficiency of patients care while building confidence and satisfaction among nurses? If protocols and standardizations tools are implemented to nursing staff then collectively we should see triage messages being answered in a more timely fashion, providing quicker care to patients as nurses will become more confident in the care they provide due to more precise guidelines being set out for them to follow.

Within RRH ambulatory offices surveys were created and distributed among the nursing staff. These surveys were created to get the baseline confidence/satisfaction of nurses. Results varied among nursing staff, some more confident than others. In addition, encounters from these offices were selected at random over the past 30 days between patients, nursing and support staff. From the encounters chosen at random, it showed the ones that used standardized protocols, such as smart phrases, resulted in more precise answers which led to less overall encounters regarding the topic at hand.

It was partially supported by fewer routing messages seen back and forth. Implementation protocols and standardizations tools should allow for quicker triage response time by nurses and will help build confidence in their practice. Distributing the survey to other RRH offices system wide to obtain feedback while continuing to look at random encounters will yield more data. At this time there is a lack of literature available.

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Makayla Boff, RN; Julie Voelkl, RN; Cynthia Garofono, RN; Colin Dewyea, RN; Heather Farren, RN

Ambulatory Nursing, Rochester Regional Health

Standardization Tools in RRH Triage: A Nursing Based Review