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Triage is Good Medicine

Triage is Good Medicine. Author: Erich W Mack LDO, ABOC-AC, NCLC. Abstract.

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Triage is Good Medicine

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  1. Triage is Good Medicine Author: Erich W Mack LDO, ABOC-AC, NCLC

  2. Abstract A sometimes overlooked and critically important process to the optometric practice patient care is telephone triage. Most practices have multiple people answer patient phone lines, whether its their main job duty or not, and this can leave opportunity for patient care to fail. Giving proper medical need recommendations is a responsibility to all employees that have access to the phones. Good triage equates to good medicine and reduces practice liability.

  3. What You Will Learn • What is triage and why it is important • How to create your own triage chart • How to create a triage phone algorithm • How to deploy a successful triage program in your practice

  4. Ocular Distress Phone Calls Ummm... HELP, what should I do?

  5. Handle Emergencies Using Triage We don't have open appointments. What should I do?

  6. Which System Is Best?

  7. Utilize Staff on Hand if Possible Reception SALES Pretest Optical Management And NOW TRIAGE

  8. Its a Matter of Good Medicine What happened? When did it happen? How did it happen?

  9. Does Your Office Have a Triage Protocol? ? Triage protocols OR

  10. Don't Put Yourself in a Liability Situation No Triage Plan Lawsuit Lost $$$$$$ and potential losing your business and license

  11. Physician Insurers Association of America $12,400,000!

  12. Infamous Lawsuit • Triage was performed • Triage protocol did not accurately assess patients severity • Infant lost hands and feet as a result • Family was awarded $45,000,000

  13. Another Lawsuit Example • Elderly man wanted to see his doctor • Receptionist said the doctor was on vacation • Man wasn't seen for a couple weeks later • When the initial call was made he was having a mild heart attack • He suffered further heart damage due to the delay

  14. Should He Be Seen Or Not? It's not that painful. I don't think I should come in. We are very busy so call back if it gets worse.

  15. Don't Let This Happen My whole family is infected! Why didn't you let me see the doctor!

  16. Detached Retina's are Emergencies If it doesn't hurt its not An emergency. Call Us if it gets worse. My eye is acting weird

  17. Don't Let This Happen I'm blind in my eye. If only I could have been seen sooner.

  18. Creating a Triage Protocol Triage Urgency Chart

  19. First, Classify Urgency Levels

  20. Second, Determine Medical Response Times

  21. Third, Populate Chart with Symptoms and Conditions

  22. Make Your Own Office Triage Chart Let's talk triage

  23. Ask the Right Questions ALGORITHM If This Then That process will lead you to proper recommendations

  24. Know the Symptoms and Urgency 911 Triage 1-4 Hours 24 Hours

  25. Document Everything! Calm and Caring Take notes of phone interaction

  26. Step 1 – Phone Triage What, where, how...

  27. Step 2-5 – Phone Triage History Symptoms

  28. Step 6 – Phone Triage Let me repeat back to you so we are clear

  29. Step 7 and 8 – Phone Triage Triage Urgency Chart ASSESSMENT! DOCUMENTATION!

  30. Some Patient Will Call With Non-Ocular Emergencies I just feel and I think my leg Is broken and my Eyes are sore. What should I do? Call 911

  31. Triage Implementation in the Office Triage Urgency Chart Triage Q's Staff Training is Important

  32. Post in a Conspicuous Area Good thing I have my chart and Question algorithm right here

  33. Triage Equals Good Medicine Triage Urgency Chart Triage Questions Documentation Caring GOOD MEDICINE!

  34. Thank You! REFERENCES • Ganske G. Weekly report from Representative Greg Ganske (4-IA). 25 Jan 1999 • Coons C Kathryn Telephone Triage 2000 American College of Physicians • Grasso Jillian, Long Janet, McCulloch Joanna, Moore Cheryl Eye Education for Emergency Clinicians Dec 2008 • Graves D. Distance Learning Course: Triaging Ocular Emergencies 2010 • Katz Harvey. Patient Safety and Telephone Medicine Some Lessons from Closed Claim Case Review • Wheeler SQ. Anecdote related to S. Wheeler during conference presentation of “Telephone Triage: Essentials for Expert Practice,” at the Contemporary Forums Conference, Dublin, California. 1999

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