What You Need to Know About the Triage Nurses at The Women’s Clinic
What is a triage nurse? A triage nurse collects calls and organizes them, placing urgent calls first, and acts as a mediator between the patients and the doctor when the doctor is unavailable and can answer questions or give information.
How does it affect me as a patient? Many times people just have a question they need answered or they want information about something and it is something they do not need to make an appointment about. By calling the triage nurse, this enables the patient to find their answers usually within that day and be able to relax.
What can I expect when I call a triage nurse? Expect to leave a message. There are two full-time triage nurses and one rotating nurse. On average, they answer around 300 calls a day, Monday being the busiest. Without a voicemail system in place, their job would be much harder and less would be accomplished.
What information should I leave on the voicemail? In order for the nurses to be able to find your record immediately and speed the process up they need:
- your name,
- birthday (since many people have similar names or the names may be different on your file or misspelled),
- state the problem using as much detail as possible. There is no such thing as too much detail and the more detail you’re able to give the better chance the nurses have at solving the problem faster.
What happens after I leave a voice message? While waiting for the answer may be difficult, know that each voicemail is listened to. The more urgent calls are attended to first, but once they listen to a message they begin pulling your patient record, history and researching the answer to your problem, If they feel that it might take longer to find an answer they will call you using any phone number in your file to let you know.
What kinds of things can I call about? While there is a separate prescription line, these nurses answer calls on almost anything:
- Post operation and post procedure information,
- pregnancy questions
- breast health
- post-partum concerns/questions
- breastfeeding information
- problems with medications are some of the most popular questions
No question is too small to be answered and you are the priority when they are working on your answer or talking to you. They are dedicated to helping you feel more at ease and resolving the problem.
Is the information I leave on the voicemail kept private? Yes. Everything you say on the voicemail is kept private and is under HIPAA (Health Insurance Portability and Accountability Act) laws. What are the hours for the hotline? Monday thru Thursday from 8:30-12:30; 1:30-4:00 and Friday from 8:30-12:00. However, once the phones are turned off there is an on call nurse/doctor who takes over.