PROFILES OF AFTER HOURS TELEPHONE TRIAGE PROGRAMS
What is the name of the program?
Who is the primary contact person?
Is this after hours call center affiliated with a hospital?
a. If yes, please list the name of the hospital:
Is this after hours call center affiliated with a managed care plan?
a. If yes, please list the name of the managed care plan:
What services does your call center provide?
a. Pediatric triage and advice for physician offices
b. Pediatric telephone triage and advice for the general public
(eg, "ask a nurse," etc.)
c. Adult triage and advice for physician offices
d. Adult triage and advice for the general public
e. Physician referral services
f. Outbound calls for hospitals
g. Appointment reminder calls
h. Telephone case management
List all States in which after hours service operates:
District of Columbia
In what year was the service started?
Which triage guidelines and/or vendor protocols are used by telephone triage staff?
What was the total number of clinical patient calls handled last year?
What was the total number of pediatric clinical patient calls (age 0-17) handled last year?
What was the number of physicians served last year?
What was the number of medical practices served last year?
Who answers clinical patient calls?
a. Medical Assistants
b. Licensed Practical Nurses
c. Registered Nurses
d. Physician Assistants
e. Resident Physicians
Describe training program for triage staff:
Who supervises telephone triage staff?
b. Nurse Practitioners
c. Physician Assistants
Is the after hours service accredited by URAC*?
What is the name of your Medical Director?
Is the Medical Director board certified?
a. If yes, in what specialty?
How do patients access triage and advice services at your call center?
a. Call center accepts incoming calls directly from patients
b. Call center receives notification of patient request and makes outgoing call
c. Call center provides both incoming and outgoing calls
Describe your program quality assurance program:
Originally, URAC was incorporated under the name "Utilization Review Accreditation Commission." However, that name was shortened to just the acronym "URAC" in 1996 when URAC began accrediting other types of organizations such as health plans and preferred provider organizations.