Centralized Triage: Working Together to Improve Patient Safety, Quality and Satisfaction - A Focus on Improving Average Speed to Answer

Authors

Maria Larner, Rochester Regional HealthFollow
Tammy Palamitia, Rochester Regional HealthFollow
Nora Closser, Rochester Regional HealthFollow
Heather Waske, Rochester Regional HealthFollow

Document Type

Poster

Department

Nursing

Abstract

The speed in which triage calls are answered affects patient access to care. After addressing workflows and barriers through huddles and team meetings, this quality improvement project adjusted staff schedules, partnered with Access Coordinators, and utilized the Genesys team to streamline calls and monitor call volume, quality and safety.

Results from these initiatives substantially reduced the average speed to answer for both inbound and outbound queues. The team will continue to monitor the data and capture trends in volume to ensure we sustain the gains.

Publication Date

11-15-2024

Comments

Maria Larner, BSN, RN; Tammy Palamitia, MSNLA, BS, RN; Nora Closser, AAS, RN; Heather Waske, BSN, RN

Recommended Citation

Larner, Maria; Palamitia, Tammy; Closser, Nora; and Waske, Heather, "Centralized Triage: Working Together to Improve Patient Safety, Quality and Satisfaction - A Focus on Improving Average Speed to Answer" (2024). Nursing Research and EBP Day 2024. 17.
https://scholar.rochesterregional.org/nursingresearchday_2024/17