Hematology/Oncology Outpatient Telephone Algorithms for Effective Telephone Triage

18.33
Hdl Handle:
http://hdl.handle.net/10755/164627
Category:
Abstract
Type:
Presentation
Title:
Hematology/Oncology Outpatient Telephone Algorithms for Effective Telephone Triage
Author(s):
Schaefer, Kathryn
Author Details:
Kathryn Schaefer, Oregon Health & Science University, School of Nursing, Portland, Oregon, USA
Abstract:
In a busy outpatient setting, telephone calls from patients are widely recognized as a major component of practice. Responses to calls are time consuming and often require multiple contacts with other providers. In order to provide care within the scope of nursing practice, algorithms for assessment, management, and referral of recurring problems encountered in outpatient cancer care were developed by the triage nurse, reviewed by attending physicians, and approved by the medical director of the practice. The algorithms are part of a written practice policy for the outpatient setting. The purpose of the policy is to provide consistency and continuity in telephone triage at the staff nurse level. The responsibility of the triage nurse and nurse manager is to review and revise this policy annually. Specific standing orders were developed for each common problem. The algorithms address anemia, fatigue, constipation, diarrhea, mucositis, nausea, neutropenia, thrombocytopenia, pain, and vomiting. The algorithms include exceptions to the standing order protocol for patients on clinical studies and unusual situations. Resources used to develop the algorithms included current oncology nursing texts, journal articles, and the state nurse practice act. The availability of the algorithms has increased the comfort of the triage nurse in dealing with complex patient problems over the telephone, standardized care, clarified options for symptom management interventions for specific symptoms, and defined when physician notification will occur. The number of algorithms has gradually increased over time. Communication with physicians is enhanced by providing a more complete assessment presented during a single interaction rather than requiring multiple contacts. Telephone calls now go to three different telephone voice mailboxes, one for pharmacy refills, one for home health/hospice care, and one for patient concerns. Additional practice changes include the addition of a second triage nurse to handle the volume of patient calls and shorten callback times. The use of specific algorithms for managing common outpatient problems in a busy hematology/oncology practice is a viable approach for managing and streamlining patient care. Future plans include expanding the number of outpatient nurses prepared to utilize the algorithms and adding additional algorithms as appropriate.
Repository Posting Date:
27-Oct-2011
Date of Publication:
27-Oct-2011
Conference Date:
2002
Conference Name:
27th Annual Oncology Nursing Society Congress
Conference Host:
Oncology Nursing Society
Conference Location:
Washington, D.C., USA
Note:
This is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.

Full metadata record

DC FieldValue Language
dc.type.categoryAbstracten_US
dc.typePresentationen_GB
dc.titleHematology/Oncology Outpatient Telephone Algorithms for Effective Telephone Triageen_GB
dc.contributor.authorSchaefer, Kathrynen_US
dc.author.detailsKathryn Schaefer, Oregon Health & Science University, School of Nursing, Portland, Oregon, USAen_US
dc.identifier.urihttp://hdl.handle.net/10755/164627-
dc.description.abstractIn a busy outpatient setting, telephone calls from patients are widely recognized as a major component of practice. Responses to calls are time consuming and often require multiple contacts with other providers. In order to provide care within the scope of nursing practice, algorithms for assessment, management, and referral of recurring problems encountered in outpatient cancer care were developed by the triage nurse, reviewed by attending physicians, and approved by the medical director of the practice. The algorithms are part of a written practice policy for the outpatient setting. The purpose of the policy is to provide consistency and continuity in telephone triage at the staff nurse level. The responsibility of the triage nurse and nurse manager is to review and revise this policy annually. Specific standing orders were developed for each common problem. The algorithms address anemia, fatigue, constipation, diarrhea, mucositis, nausea, neutropenia, thrombocytopenia, pain, and vomiting. The algorithms include exceptions to the standing order protocol for patients on clinical studies and unusual situations. Resources used to develop the algorithms included current oncology nursing texts, journal articles, and the state nurse practice act. The availability of the algorithms has increased the comfort of the triage nurse in dealing with complex patient problems over the telephone, standardized care, clarified options for symptom management interventions for specific symptoms, and defined when physician notification will occur. The number of algorithms has gradually increased over time. Communication with physicians is enhanced by providing a more complete assessment presented during a single interaction rather than requiring multiple contacts. Telephone calls now go to three different telephone voice mailboxes, one for pharmacy refills, one for home health/hospice care, and one for patient concerns. Additional practice changes include the addition of a second triage nurse to handle the volume of patient calls and shorten callback times. The use of specific algorithms for managing common outpatient problems in a busy hematology/oncology practice is a viable approach for managing and streamlining patient care. Future plans include expanding the number of outpatient nurses prepared to utilize the algorithms and adding additional algorithms as appropriate.en_GB
dc.date.available2011-10-27T12:04:07Z-
dc.date.issued2011-10-27en_GB
dc.date.accessioned2011-10-27T12:04:07Z-
dc.conference.date2002en_US
dc.conference.name27th Annual Oncology Nursing Society Congressen_US
dc.conference.hostOncology Nursing Societyen_US
dc.conference.locationWashington, D.C., USAen_US
dc.description.noteThis is an abstract-only submission. If the author has submitted a full-text item based on this abstract, you may find it by browsing the Virginia Henderson Global Nursing e-Repository by author. If author contact information is available in this abstract, please feel free to contact him or her with your queries regarding this submission. Alternatively, please contact the conference host, journal, or publisher (according to the circumstance) for further details regarding this item. If a citation is listed in this record, the item has been published and is available via open-access avenues or a journal/database subscription. Contact your library for assistance in obtaining the as-published article.-
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