An ACO/MSO patient calls your triage nurse

An ACO/MSO patient calls your triage nurse

ASOs/MSOs typically provide an 800 phone number for patients to call for urgent or emergent health-related issues. When a patient calls during afterhours the triage nurse can simply log into the ASO/MSO portal, access patient records and give appropriate advice. However, if that patient needs further input from an assigned/preferred PCP/specialist/hospitalist/home health care nurse, contacting those physicians through the conventional contact method is time-consuming, prone to errors and not always successful.

Issues

  • The patient may be contacting the PCP office, whose afterhours service may not be geared to appropriately triage the ACO/MSO.
  • The triage nurse has to accesses the information regarding an assigned/preferred. PCP/specialist/hospitalist/home health care nurse for a given patient.
  • The triage nurse has to communicate with the care givers through the conventional contact method which is time-consuming, prone to errors and not always successful.
  • This can lead to delay in patient care or avoidable patient visits to the hospital ER.
  • The patient is unhappy due to delayed response, delay in care or avoidable visit to hospital ER.

Solution

VConnectMD provides a single platform for highly efficient, secure and auditable communication among health care personnel across care settings, so that the message is delivered to the right person, at the right time, in right format, to the right device every time.

How is it done?

  • When the patient calls the PCP’s office, they will be given an option to select ACO/MSO triage nurse among other options. Upon selecting the triage nurse option, our automated answering service transfers the call to the office or cell phone of the triage nurse on call for that minute, using our proprietary call routing algorithm.
  • When the patient calls the ACO/MSO triage line our automated answering service transfers the call to the office or cell phone of the triage nurse on call for that minute, using our proprietary call routing algorithm.
  • The triage nurse simply logs into our application using any web-enabled device (e.g. a smart phone, tablet or a desktop computer) and selects the pertinent care giver name and the application displays the covering person(s) for the selected person(s), for a given hospital/location for that time.
  • The triage nurse then has the option of contacting the covering person(s) via a secured text message or a direct phone call to the physician’s cell or office phone. The physician’s cell number is never revealed to the caller.
  • The triage nurse also has the option of covering person override and contacting the selected person instead, provided the selected person is available at that time. The system lets the user know the availability of the selected person.

Benefits

  • The triage nurse can contact the assigned/preferred PCP/specialist/hospitalist/home health care nurse or the covering person for a given patient, in a timely fashion.
  • Provides timely care to the patient.
  • Avoids delay in care of the patient.
  • Avoids unnecessary ER visits or hospital admissions.
  • Arranges for better follow-up care for the patient.
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