The complete guide providing telephone triage and advice in a family practice : during office hours and/or after hours / Steven R. Poole.

Format:

Book

Author/Creator:

Poole, Steven R.

Contributor:

American Academy of Pediatrics.

Language:

English

Subjects (All):

Triage (Medicine).

Family medicine.

Telephone in medicine.

Communication in medicine.

Family Practice--organization & administration.

Colorado.

After-Hours Care--methods.

Practice Management, Medical--organization & administration.

Telephone.

Triage--methods.

Medical Subjects:

Family Practice--organization & administration.

Colorado.

After-Hours Care--methods.

Practice Management, Medical--organization & administration.

Telephone.

Triage--methods.

Physical Description:

ix, 213 pages : forms ; 28 cm

Other Title:

Providing telephone triage and advice in a family practice

Place of Publication:

[Denver, Colo.] : [American Academy of Pediatrics], [2004]

Summary:

Find the advice you need to establish and maintain a well-organized, effective, and cost-efficient telephone triage and advice system in this all-new convenient resource. Custom-built for a family practice, The Complete Guide: Providing Telephone Triage and Advice in a Family Practice During Office Hours and/or After Hours outlines a wealth of approaches, methodologies, and techniques developed and tested in hospitals nationwide. And it tells you what you need to know -- and what you need to do -- to bring these proven solutions to your practice. Whether you are implementing an entirely new telephone triage and advice system or modifying existing policies and procedures, you will find The Complete Guide: Providing Telephone Triage and Advice in a Family Practice During Office Hours and/or After Hours an essential tool for a family practice.

Contents:

Chapter 1 Planning the Telephone Care System and Assigning Responsibilities 1

Chapter 2 Medicolegal Risk Reduction 5

Chapter 3 Telephone Triage and Advice Guidelines 13

Chapter 4 Documentation of Telephone Care 27

Chapter 5 Delegating Telephone Care to Nonphysicians and Selecting Telephone Care Staff 31

Chapter 6 Training Telephone Care Providers 35

Chapter 7 Standards of Performance and Performance Evaluation 59

Chapter 8 Job Descriptions 69

Chapter 9 Policies and Procedures 71

Chapter 10 Supplies, Equipment, and Work Space 85

Chapter 11 Caller Satisfaction 87

Chapter 12 Complaint Resolution 91

Chapter 13 Educating Callers 95

Chapter 14 Quality Improvement and Ongoing Telephone Care Education 99

Chapter 15 Managing the Demand for Visits Using Telephone Care 107

Chapter 16 Reimbursement for Telephone Care 109

Chapter 17 Staffing and Retention of Good Staff 117

Chapter 18 Understanding Telephone-Related Expenses in a Family Practice 125

Chapter 19 Developing a Cost-effective Telephone Care System in the Office 133

After-Hours Telephone Care

Chapter 20 After-Hours Telephone Care Overview 141

Chapter 21 Medical Call Centers and Service Bureaus 149

Chapter 22 An After-Hours Telephone Nurse Triage System Using Office Nurses 155

Chapter 23 After-Hours Telephone Care: Determining and Implementing the Best Options for Your Practice 163

Appendix B Telephone Care Training for Physicians 175

Appendix C Evaluating Medical Call Centers 181

Appendix D References in Family Medicine Literature on Telephone Care 189.

Notes:

Includes bibliographical references (pages 189-191) and index.

ISBN:

1581101163

OCLC:

53475559