DIAL-A-NURSE Telephone Triage Program

1. DIAL-A-NURSETelephone Triage Program Loyola University Chicago Wellness Center Lake Shore Campus • Diane Asaro, RN, MSN Daniel Barnes, PhD Teresa Carey, RN, BSN Nancy Casey, MSN, CNP Susan Cushman,MPH,CHES Joan Holden, MS, CNP Dianna Stencel,MSW,LCSW

2. Opportunity Statement • Although there was a telephone triage system in place, it was not well utilized and the students did not have direct access to a registered nurse. Direct access to an RN facilitates early treatment and improves patient outcome and satisfaction.

3. Desired Outcomes • Increase utilization of telephone triage • Immediate access to a registered nurse • Referral to the provider who best meets students’ needs • Decrease call volume to the front desk

4. Most Likely Causes Identified • RN not available at all times to take calls • Triage system has not been publicized • No direct prompt on the Audix to the triage nurse

5. Solutions Implemented • Installed Audix prompt • Updated telephone triage documentation form • Staffed telephone triage line with an RN during all Wellness Center hours • Completed triage re-training sessions • Initiated NP evaluation of triage form documentation

6. Solutions Implemented • Posted Dial-A-Nurse advertising on Wellness Center website • Referred students with self-limiting illnesses to On-line Self Care Guide • Improved history of present illness documentation on triage form

7. ResultsDial-A-Nurse Call Volume Note: Decreased call volume in Dec/Jan attributed to University holiday break

8. Future Enhancements • Continue monthly monitoring of the triage line • Measure patient satisfaction of the service • Increase usage of the triage line • Market the Dial-A-Nurse program