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UMC 74NURSE Telephone Triage Service - Providing Urgent Medical Advice

UMC Telephone Triage Service offers urgent medical advice over the phone, guiding callers to the right treatment location, aiming to decrease non-urgent visits and ensure proper care. Operating 24/7, the service utilizes doctor-written protocols to triage patients efficiently. With a focus on safety, quality, and financial savings, UMC's vision is to reduce semi-urgent and non-urgent volumes in the Emergency Center. Achieving milestones in nurse training, patient access, and education, UMC collaborates with various units, clinics, schools, and communities for growth and outreach. The service handles thousands of calls, serving a diverse population and locations. For free medical advice, call 74NURSE at 806-746-8773 anytime.

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UMC 74NURSE Telephone Triage Service - Providing Urgent Medical Advice

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  1. 74NURSE UMC Telephone Triage UMC Health System

  2. Service Mission: To provide urgent medical advice over the phone directing callers to the most appropriate treatment location. UMC Health System

  3. Service Vision: Decrease semi-urgent, non-urgent volume in the Emergency Center to < 21%. Ultimately providing the right care in the right setting. UMC Health System

  4. Safety/Quality 74NURSE uses doctor written protocols to triage patients over the phone and guide them to the most appropriate treatment facility. UMC Health System

  5. Finance • The semi-urgent and non-urgent population makes up 25% of the annual visits to the EC. This was 30% in 2012 and 28.5% in 2013 • Of this population 70% are Medicaid or unfunded payers • The average cost of an EC visit is $540 • So far in 2014 we have decreased the visits by 3.5% This is a savings of $439,560.00 to UMC. UMC Health System

  6. DY2 Milestones/Metrics Achieved Goals Met DY2 Milestone 1: Train 5 nurses on clinical protocols UMC Health System

  7. DY 2 Milestones/Metrics Achieved Goals Met DY2 Milestone 2: Inform & educate on the nurse line UMC Health System

  8. DY3 Milestones/Metrics Achieved Goals Met DY3Milestone 1: Increase in the number of patients that access the nurse advice line UMC Health System

  9. Teamwork 74NURSE • Works with the majority of UMC units. • Works with local PNS & Texas Tech clinics • Works with all the schools in the region UMC Health System

  10. Growth • 1 director • 6 full time RN’s • 1 unit secretary • 5 on-call staff UMC Health System

  11. Stats • 2013(April-December) 5,173 calls • 2014 (January-March) 3628 calls • Average calls per day is 49 • Average time per call is 7:20 minutes • Our busiest hour is 7:00PM • Our busiest day is Thursdays UMC Health System

  12. Stats • Most calls in 24 hour period = 73 • Most calls in a month = 1,466 • 62% of our callers are the targeted population • We have reached: • 14 different states • 139 towns in Texas UMC Health System

  13. Questions Call 74NURSE 806.746.8773 24-7 UMC Health System FREE MEDICAL ADVICE HOTLINE

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