Telephone Triage is defined as “making good clinical decisions under conditions of uncertainty and urgency” (Patel). These procedures should specify documentation required for telephone-based encounters.1. CAPS provides in-person and telephone consultations to students, staff, faculty, and parents who are concerned about UCSC students who might be in emotional or psychological distress. Revised Date: _05/2006_____ Version 1.0. The triage nurse works to optimize clinician schedules and student access. . As telephone triage clinicians we must insure the safe, timely assessment, and disposition of patient symptoms via the phone. 858.321.1234 Fax: +1. See Third Party Contact/Consultations Policy . Review protocols and algorithms annually to ensure compliance with current standards of care. This document was developed based on current data on COVID-19 and exp… Procedure: A. The purpose of this policy is to recognize the influx of calls providers are fielding and to allow patients to Telephone Policies and Procedures. Some state laws allow more duties in the scope of practice for medical assistants, so the established practice protocols in the healthcare practice should comply with state law and be specific to this expanded role if applicable. Additionally, clinical personnel who give telephone advice must receive training on the protocols and conduct themselves within their scope of practice, and they should have documented competence in telephone assessment. A second area of high risk for office practices includes telephone triage, telephone advice, prescription refills, and after-hours calls. This document was developed based on current COVID-19 data and experience with other respiratory viruses and will be updated as more information becomes available. The purpose of this policy is to recognize the influx of calls providers are fielding and to allow patients to connect with their When we listen for key words, we not only improve patients’ perception of the service being delivered but ultimately we reduce physician exposure to risk,” says Scott Hayworth, M.D., MedPro Group Advisory Board. They can provide a standardized approach to telephone triage, reduce telephone errors and legal liability, and improve efficiency. MEDICAL RECORDS Medical Record Requirements and Standards Retrieved from www.ecri.org/, 2 American College of Physicians—American Society of Internal Medicine. 8 0 obj You can reduce much of the risk associated with these areas by using proper documentation, education, and training. endobj . After Hours Crisis Service and ProtoCall: After business hours, during weekends and on holidays, ProtoCall (an off-site privately contracted company) provides telephone crisis assessment, safety planning, and referrals for UCSC students. Document Precedence . Whether RNs, LPNs, or medical assistants provide telephone triage services, the practice should have written protocols and policies that specify the extent to which these employees may provide healthcare advice. Telephone triage. In many states, the Nurse Practice Act requires that nurses use standardized protocols if they are providing telephone triage and giving advice. Its purpose is multifold: to serve as a training and orientation guide for new ... D. Telephone Triage Form E. Consultation and Diagnostics Tracking Form F. Nondisclosure of Confidential Information Agreement • They range from emergent care to home care. o Clinical Telephone Triage Protocols: Clinical Telephone Triage Protocols are clinical rules for handling calls and giving advice, a standardized approach to problem solving, guide the staff in decision making, should provide structure. %���� It should be used to guide implementation of procedures at triage that can be effective at preventing transmission of SARS-CoV-2 (COVID-19 virus) to patients and healthcare workers (HCWs). . Patient Engagement Improve patient outcomes, close gaps in treatment, and reduce readmission by taking advantage of IntellaTriage’s patient engagement services. endobj In addition, a certified addiction medicine specialist may oversee decisions related to substance use disorder. Visit, MedPro Group: Leader in Healthcare Liability Insurance, Behavioral Health endobj � ���D�(� ���h��š��������(�nt�[ՙDs��;eP+Q�s�+�PΝVBԧql=ܐZw��촐 �Z�O��7E�1��> S��Ij��L�����,��6�0A��3+����k�T�k���Kaj}��f#�����u�`�����|����T=�K��x�_�C��:���F��#�.s|IJ�Q���ɹmV�R�Zٺ�(R��jje��(q�n���7� ���6H��t���`���9*� �o�������7!�uU�M �^#*�G�Od��2gk4vn�n��G�}��MH�W�e� i�*i��a&Kx�C�g�$�`�\b�����g/��� Retrieved from www.acponline.org/acp_policy/policies/telephone_triage_diagnostic_techniques_procedures_ 2000.pdf. Policy/Procedure Number: 1.3 Effective Date: 10/01/04. HMO Policy and Procedure 2. Mental Health Triage Policy PROCEDURE PD2012_053 Issue date: September 2012 Page 1 of 25 1 BACKGROUND 1.1 About this document In NSW: a new direction for mental health (June 2006), a commitment was made to establish a 24 hour state-wide mental health telephone advice, triage and referral service, staffed by mental Nurse Triage Health problems aren’t restricted to a 9 to 5 workday. Set conditions for telephone advice, including: a. Telephone Triage for Otorhinolaryngology and Head-Neck Nurses of nurse-managed telehelp lines or medical call centers. With over $1.5 billion in annual premium and more than 300,000 clients, MedPro Group is the national leader in customized insurance, claims and patient safety & risk solutions for physicians, surgeons, dentists and other healthcare professionals, as well as hospitals, senior care and other healthcare facilities. telephone triage guidelines Sep 29, 2020 Posted By Roger Hargreaves Media Publishing TEXT ID e270da8d Online PDF Ebook Epub Library 9780015143022 kostenloser versand fur alle bucher mit versand und verkauf duch amazon telephone triage is a critical component of a successful demand manage ment system and is a necessary tool for managing risk as hmos and capitated physician … Triage and referral protocols address the level of urgency and appropriate setting for care, including crisis situations and emergencies. The policy and procedure manual is essential to the efficient operation of every medical practice. POLICIES AND PROCEDURES Policy #: 401-1514 Lead Department: Quality Improvement Title: In-Office Telephone Triage Original Date: 01/01/1996 Policy Hub Approval Date: 08/31/2016 Approved by: Continuous Quality Improvement Work Group (CQIW) Page 1 of 3 Purpose: To identify who may perform telephone triage in a provider's office when a member calls a Primary Care Provider … >> Corporate Payment Policy . MedPro Group is the marketing name used to refer to the insurance operations of The Medical Protective Company, Princeton Insurance Company, PLICO, Inc. and MedPro RRG Risk Retention Group. b. 858.321.5678 endobj Telephone triage is a critical component of a successful demand-manage- ment system and is a necessary tool for managing risk. The LVN or Medical Assistants cannot conduct telephone triage. (2000). Policies in Office Procedure Manual Make user-friendly 1 0 obj Revised Date: _05/2006_____ Version 1.0. For example, a procedure on infection control will provide step by step instructions on how to control infection. However, telephone triage also may present risks to healthcare practices. Telephone triage is the system for managing telephone callers during and after office hours. . PROCEDURE: A. Patients/callers access triage services either by calling an assigned telephone number specific to the participating physician's office, or as a call … . Product availability is based upon business and regulatory approval and may differ among companies. They should be regarded as a key element of the training provision for staff to help them to deliver their roles and responsibilities. Triage should be performed by the most educated and experienced people at the practice rather than the least experienced. 4 0 obj Additionally, software-based and written telephone advice protocols are available commercially as well as from professional associations. 5 0 obj 6 0 obj Oncology clinicians can modify this tool to triage patients as well as to screen patients in a variety of outpatient settings (e.g., chemotherapy infusion units, radiation therapy departments). Its purpose is multifold: to serve as a training and orientation guide for new employees, to serve as an ongoing reference for staff, and to serve as a risk management tool that lowers liability exposure in the office. As the nation’s first provider of healthcare liability insurance, MedPro Group has protected the assets and reputations of the healthcare community since 1899. The task of telephone triage involves assessing symptoms of invisible patients with a range of emergent to non-acute symptoms. MODELS OF TELEPHONE TRIAGE 20 . Telephone Triage for Otorhinolaryngology and Head-Neck Nurses Telephone Guidelines Answer Incoming Telephone Calls Review Procedure 6-3 Place Outgoing Telephone Calls ... See Table 6-2: Telephone Triage Levels and Risk Factors. Telephone calls must be prioritized and routed appropriately so patients receive the proper medical attention. Updated March 27, 2020 (effective retroactive to March 13, 2020) File Name: CPP_25 BCBSVT Payment Policy (Temporary/Emergency): Telephone Triage. triage services. The purpose of this policy is to recognize the influx of calls providers are fielding and to allow patients to Risk Strategies When Using a Telephone Triage Service. <> This document is intended for healthcare facilities that are receiving or are preparing to receive patients with suspected or confirmed coronavirus disease 2019 (COVID-19). It is prudent to always check applicable state laws. 1 ECRI Institute. Pediatric Telephone Protocols, 15th Edition A go-to resource for telephone care triage, which covers a broad spectrum of caller concerns. Triage Logic Nurse Triage on Call provides telephone nurse triage coverage for providers and their patients. The policy of the Student Health Center is to see all students who present for care in as timely a manner as possible. The disposition categories are the keystone of a telephone triage and advice systems. This includes healthcare facilities providing either inpatient or outpatient services. <> endobj Document any decision in a patient’s health record that deviates from the practice’s written protocols. The triage nurse works to optimize clinician schedules and student access. Physicians should also ensure that their staff members are fully complying with those procedures. Triage Logic Nurse Triage on Call provides telephone nurse triage coverage for providers and their patients. w+�c,��~� Nurse calls patient back and directs patient to the appropriate level of care 3. Triage is the sorting and classification of information to determine priority of need and proper place of treatment. Triage should be performed by the most educated and experienced people at the practice rather than the least experienced. Front-office staff should have clear guidelines for telephone triage and notification of a physician or designated clinical staff member when an emergent or urgent situation arises. Appointment Scheduling/Status Change/No Show Policy Patient Emergencies/Triage Telephone Evaluation After Hour Telephone Calls Refusal of Treatment and Sample Form Consent Policies Code of Safe Practices Office Security Reporting Violence, Abuse, and Neglect 4. All insurance products are administered by MedPro Group and underwritten by these and other Berkshire Hathaway affiliates, including National Fire & Marine Insurance Company. HEALTH SERVICES POLICY & PROCEDURE MANUAL North Carolina Department Of Correction Division Of Prisons SECTION: Personnel POLICY # P-1 PAGE 2 of 3 SUBJECT: Nurse Staffing Standards EFFECTIVE DATE: January 2012 … CORE 2b How it works: 1. policy and procedures for screening, identification and initial management of a suspected serious infectious disease patient. This should be done in a timely fashion while meeting standard guidelines in order to prevent symptoms from worsening. The patient should be instructed to go to the emergency room as clinically indicated. • They assist the TCP through the data collection, triage, decision-making, disposition selection and advice-giving processes. These nurses should use written clinical protocols in performing telephone triage. See Third Party Contact/Consultations Policy . Accordingly, a formal telephone triage process should include policies and procedures that : • Ensure direct support professionals are empowered to call 911 whenever they feel there may be a life- threatening situation. This policy outlines BCBSVT payment for telephone or store-and-forward check-ins (also referred to as “telephone triage” services) on an emergency/temporary basis in light of the COVID-19 pandemic. endstream 7 0 obj The triage nurse will conduct a nursing assessment as outlined in the Telephone Health Assessment: Guidelines for Practice, document findings in the electronic health care record and select co-payment charge as appropriate. <> Clinical triage and referral decisions are made by licensed behavioral health care practitioners. The Blue Cross and Blue … Roles of Nurses in Telephone Triage - It was the advisory opinion of the Board that it is within the scope of registered nursing practice for the nurse to consult with a patient via telephone and provide telephone triage to the patient. Branch contact Anne Unicomb … Telephone Triage Protocols for Nurses. Triage occurs anytime a patient and/or caregiver calls, walks in, or reports to a health care facility. Ensure the patient understands advice given (employ the teach-back method in which the healthcare provider asks the patient to repeat back the advice given using his or her own words) and document it. The PCP will ensure that appropriate personnel handle emergent, urgent and medical advice telephone calls. MODELS OF TELEPHONE TRIAGE 20 . (2013, September 1). Ambulatory Care Risk, Quality, & Safety Guidance — Guidance. Animal Triage Procedures Wyoming Department of Health Adapted from “Veterinary Disaster Triage: Making the Tough Decisions” by Wayne E. Wingfield, MS, DVM, Colorado State University Veterinary Triage Veterinary disaster triage begins with the assessment of: 1) The medical needs of the patient and 2) The medical resources available. 3 0 obj Comply with the practice triage policy and procedures. . SESLHD PROCEDURE State Mental Health Telephone Access Line (SMHTAL) SESLHDPR/ 500 Revision No: 0 TRIM No: T16/12110 Date: March 2016 Page 1 of 9 THIS DISTRICT DOCUMENT BECOMES UNCONTROLLED WHEN PRINTED OR DOWNLOADED UNLESS REGISTERED BY LOCAL DOCUMENT CONTROL PROCEDURES 1. Both experienced telephone triage nurses and nurses who are just taking on this challenge for the first time are trying to keep up with new information as it emerges. Local Health District / Health Network policies, procedures, protocols, guidelines and other documents relating to mental health telephone triage must be consistent with the Mental Health Triage Policy (PD2012_ 053) and this Guideline. ER - Emergency department triage policy 1. Many clinics institute their own policies and procedures for telephone triage. Many clinics institute their own policies and procedures for telephone triage. Since triage systems involve screening patient symptoms and providing subsequent clinical advice, registered nurses with the appropriate background, training, and clinical experience should perform telephone triage in healthcare practices. Hospitals, Continuing Education On-Demand Programs (Free), Continuing Education Risk Courses (Fees Apply), Patient Safety & Risk Solutions Presentations (Free non-CE), Risk Management Mentor Program (Free non-CE), www.acponline.org/acp_policy/policies/telephone_triage_diagnostic_techniques_procedures_ 2000.pdf, Properly document a call in a patient’s health record, Correctly assess the nature of urgency of the caller’s situation, Scrutinize the service as carefully as if it were in their own office, Review nurses’ scripts and protocols to determine whether they comply with acceptable standards and the physician’s own medical philosophy, Periodically pose as a caller and contact the service to monitor its efficiency and accuracy. . GPs are expected to promptly and appropriately respond to calls/approaches from other staff, relating to urgent presentations/ calls during consultations. <> Opening the call ... the procedures to be implemented have been explained ∗Terminate call – Summarise key information and terminate call ∗Document–Recording information during the triage is preferable. <> Nurse calls patient back and directs patient to the appropriate level of care 3. Patient calls and talks to a triage representative 2. 0 ���� Thanks <> Office-Hours Telephone Triage Protocols User’s Guide. /Font <> Delineating responsibilities for telephone triage in job descriptions will ensure the appropriate healthcare employee is providing it and working within his or her scope of practice. Author Branch Mental Health and Drug and Alcohol Office. Other risks include the failure of healthcare employees performing telephone triage to: “In triaging patients, physicians and staff need to match their responses to patients’ expectations while also thinking critically about the best clinical care for the situation at hand,” says Dr. Hayworth. Patient Triage: Walk-ins and Telephone Management Definition/Purpose: Triage is the process of assessing the needs of a patient and routing him/her within the clinic based on need and severity. HEALTH SERVICES POLICY & PROCEDURE MANUAL North Carolina Department Of Correction Division Of Prisons SECTION: Care and Treatment of Patient POLICY # TX I-8 PAGE 1 of 9 SUBJECT: Telephone Triage EFFECTIVE DATE: September 2007 SUPERCEDES DATE: February 2007 PURPOSE The purpose of Nurse Telephone Triage is to have a registered nurse (RN) evaluate urgent and non-life threatening … endobj If physicians employ a telephone triage service as an extension of their practice, they may perform due diligence by doing the following: However physicians choose to conduct telephone triage in their practices, they should ensure that telephone triage policies and procedures are based on current standards of practice and on state laws. Outcomes. Evidence of training in telephone triage should be maintained for any healthcare employee that handles calls of an urgent nature. endobj CORE 2b How it works: 1. If telephone advice protocols are used, physicians and clinical personnel should review and adapt them to meet the needs of the practice. Telephone triage. The necessity for such policies and procedures became apparent with the creation . © 2018 MedPro Group ®. HEALTH SERVICES POLICY & PROCEDURE MANUAL North Carolina Department Of Public Safety Prison All IPAs with centralized triage and referral of behavioral health services must have a process in place which includes the following: 1. Some of the commercial telephone triage services have evolved from using unstructured protocols (written guidelines that rely heavily on previous training and judgment) to using structured protocols (clinical algorithms that are essentially created by physicians and involve yes–no decisions). . Under standardized procedures the triage nurse may provide a number of additional services. The telephone is one of the most important communication tools in healthcare practices. It should be used to guide implementation of procedures at triage that can be effective at preventing transmission of SARS-CoV-2 (COVID-19 virus) to patients and healthcare workers (HCWs). POLICY STATEMENT NSW Ministry of Health Policy Directive ‘Mental Health Triage… �˄��ЂS"Ι���ٯ�͵|�5���@�k%t�2+� �y���tw�;����[�0Jbك���K� �p��} ��}SؼX Patient Triage: Walk-ins and Telephone Management Definition/Purpose: Triage is the process of assessing the needs of a patient and routing him/her within the clinic based on need and severity. endobj The nurse should then consult with the patient's medical /ProcSet [/PDF /Text] 1. Telephone triageis the process of collecting information over the telephone to determine the level of seriousness of a health problem, and to determine whether medical, dental, nursing, psychosocial, supportive, or informational interventions are needed. . This policy is applicable to all public mental health service types: child and adolescent, adults and older people. HEALTH SERVICES POLICY & PROCEDURE MANUAL North Carolina Department Of Public Safety Prison SECTION: Care and Treatment of Offender POLICY # TX I-8 PAGE 1 of 9 SUBJECT: Telephone Triage EFFECTIVE DATE: January 201 7 SUPERCEDES DATE: September 2007 Reference: ACA Standard 4th Edition 4-4376 PURPOSE To have a registered nurse (RN) evaluate urgent and non-life threatening … Triage and referral protocols are based on sound clinical evidence and currently accepted industry practices, and are reviewed or revised annually, 3. www.va.gov. Physicians should also ensure that their staff members are fully complying with those procedures. <> This telephone triage is a medical procedure that is currently not performed in a uniform manner due to lack of specific guidelines.1–3. Communication and Patient Safety. Document all telephone communications on a standard phone encounter form (to go into the patient’s health record) or on a template in the practice’s electronic health record system. • The main objective of telephone triage is to sort patients into appropriate dispositions (triage categories) based on acuity or severity of the illness. The nursing coverage is dependent on the medical mission, custody level and maximum operating capacity. 2 0 obj Healthcare practices should have written policies and protocols that specifically address handling telephone calls, triaging patients, scheduling appointments, refilling prescriptions, and addressing patient questions and problems. • Triage of Ambulance patients • Telephone advice • Mass Casualty Disaster and Triage. However physicians choose to conduct telephone triage in their practices, they should ensure that telephone triage policies and procedures are based on current standards of practice and on state laws. Table 2 includes the nine main Office-Hours Documenting these patient calls as well as creating and reviewing written telephone triage protocols and guidelines are critical to minimizing the risk potential that telephone triage may pose in any healthcare practice. . The necessity for such policies and procedures became apparent with the creation . A procedure is a written set of instructions that describe the approved and recommended steps of a particular act or sequence of events (HIQA, 2008). Studies of telephone care provided in this setting have shown a high rate of parental satisfaction with AHC care 3,22 and compliance with urgent and home care disposition. Mental Health Telephone Triage: 4-Step process9! <> Telephone triage is the system for managing telephone callers during and after office hours. As HMOs and capitated physician practices take on more financial risk for the health care costs of their enrollees, the use of demand management has increased. Policies and training should support direct support professionals calling 911 without first seeking permission. However, in many states, licensed practical nurses (LPNs) who have been appropriately trained are being used to assess the level of urgency from patients’ telephone calls. HEALTH SERVICES POLICY & PROCEDURE MANUAL North Carolina Department Of Correction Division Of Prisons SECTION: Personnel POLICY # P-1 PAGE 1 of 3 ... Telephone Triage System. “A key component of telephone triage is actively listening to what the patient is saying. MATERNITY TRIAGE STANDARD OPERATING PROCEDURE FOR THE DAY ASSESSMENT UNIT AND STANDALONE BIRTHING UNITS Document Reference/Register no: 20012 Version Number: 1.1 Document type: (Policy/ Guideline/ SOP) SOP To be followed by: (Target Staff) Midwives and obstetricians Ratification Issue Date: (Date document is uploaded onto the intranet) 8 April 2020 Review Date: 7 … Assessment by phone of an invisible patient, who is an untrained lay observer, complicated by the variability of symptom presentations, communications and process is challenging. If so, could you please share your policies and procedures. The tool will require updates and modifications based on available resources and individual health care organizations' policies and procedures. The policy and procedure manual is essential to the efficient operation of every medical practice. Following are some risk strategies when using a telephone triage service: Telephone triage does not replace medical care, but it’s a vital part of a healthcare practice because it involves screening of patient symptoms and providing clinical advice. The American Nurses Association suggests that only registered nurses (RNs) should perform telephone triage. In telephone triage, decision makers over the phone must effectively assess the patient's symptoms and provide directives based on the urgency. Telephone Triage Decision-Making Safety Research. Set conditions for telephone advice, including: a. . <> . Under standardized procedures the triage nurse may provide a number of additional services. Procedures supplement polices and describe how the policy will be implemented and met. Effective Date: March 1 3, 2020. Therefore, a policy that dictates a process and procedure … All Rights Reserved. Staff undertaking the mental health telephone triage function are responsible for reading and understanding these guidelines and for complying with Local Health … Some risks may involve healthcare employees not following practice triage protocols or required scripts as well as offering guidance outside of their scope of expertise. Some practices engage a telephone triage service because it can ensure that the nurses conducting the triage are functioning within the appropriate nursing scope of practice. . %PDF-1.2 Patient calls and talks to a triage representative 2. This includes licensed medical personnel such as a CNM,NP, RN or PA. LVN’s cannot perform triage independently (MCPB letter 92-15). Policy: Telephone triage is to be conducted by the RN, Mid-level practitioner or the physician. Palliative care. Any medical advice given to a patient on the phone is legally deemed as medical practice; therefore, the supervising physician is responsible for all medical advice given from the practice — no matter which healthcare employee provides it. 24 0 obj endobj This policy outlines BCBSVT payment for telephone check-ins (also referred to as "telephone triage" services) on an emergency/temporary basis in light of the COVID-19 pandemic. Although telephone triage is limited because it can’t replace an onsite visit and a physician’s examination and professional judgment, it can be beneficial by improving the access to the level of care needed, the efficiency of the practice, and the patient’s satisfaction. Provide clinical triage support and ongoing education for other staff in the practice. Policy/Procedure Number: 1.3 Effective Date: 10/01/04. 14 - September - 2012 Prepared By Dr Gamal Soliman 1 S ilv e r C r e s c e n t D is p e n s a r y – K h o b a r - K S A EemergencyEemergency DepartmentDepartment Triage PolicyTriage Policy 2. Telephone triage does not involve making diagnoses—nursing or medical—by phone. Medical Office Policy and Procedure Manual Company Name, Inc. 1234 Second Ave. San Diego, CA 92101, USA Tel: +1. z9 /���4�P/�TS;{T6�����e�v!�wz�4~�1�7vd�"#�IV5qI�%��`؍�b��4��R�C�N�3��h��� }ڕZڧ��ʪBseBX�ץl In addition to using written protocols for clinical decision-making, be sure the healthcare employee conducting telephone triage also uses critical thinking. Therefore, physicians should annually review and approve the practice’s written protocols and phone scripts and educate their staff members. 14 0 obj Sample telephone communication procedure/policy(cont.) Schmitt-Thompson Clinical Content (STCC) Introduction • The Schmitt (pediatric) and Thompson (adult) telephone protocols are decision-support tools for telephone care providers (TCPs). . <> CLI.MAT.SOP.712.4.1 Maternity Triage Standard Operating Procedure Page 3 Standard Operating Procedures are designed to promote consistency in delivery, to the required quality standards, across the Trust. MedPro Group internal data (2012-2016). This policy outlines BCBSVT payment for telephone or store-and-forward check-ins (also referred to as “telephone triage” services) on an emergency/temporary basis in light of the COVID-19 pandemic. stream PROCEDURE: A. Telephone triage facilities l. Stable Medical Observation Units m. Transition Units n. Out-Patient services according to number of beds and direct observation medications. : CPP_25. TEMPORARY/EMERGENCY POLICY: TELEPHONE TRIAGE . patient’s call is transferred to scheduling, where staff should follow the policy and procedure for sched- uling an urgent care patient. The policy of the Student Health Center is to see all students who present for care in as timely a manner as possible. Next Review: 60 days after implementation. Does anyone have a current triage system that is functioning? POLICY: The site shall have sufficient health care personnel to provide timely, appropriate health care services. H��Vێ�6���. 1.2 Key definitions For the purpose of the Policy Statement and this Procedures Document, the following definitions apply: Acuity: Acuity is a synonym for urgency, and they can be … ������ stream With an after-hours nurse triage service, you can be there for your patients 24 hours a day, 7 days a week. Telephone triage can be difficult enough without adding a pandemic to the mix.
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