Transforming your after-hours strategy increases cost savings, reduces nurse burnout and attrition, and improves patient experience. IntellaTriage can help your hospice or home health organization implement custom nurse-first triage strategies to fit your needs.
Working with IntellaTriage can save you money on a short- and long-term basis. You will no longer need to hire additional staff to manage after-hours nurse triage calls. Additionally, partnering with us can help reduce staff burnout and turnover, decrease training costs, and lower administrative costs across the board.
After-hours care shouldn’t be an afterthought. With IntellaTriage, callers aren’t shuffled through phone menus or put on hold. Your patients will be connected with a licensed nurse trained explicitly in your hospice and home care protocols – typically in under one minute. Our tailored approach meshes seamlessly with your systems, meaning that your customers will receive quality care any time of the day or night.
After-hours calls contribute to nurse burnout more than almost any other stressor. When nurses can focus on each patient in the home – without being interrupted by constant incoming calls – they report a higher job satisfaction rate. For this reason, IntellaTriage’s team of licensed nurses will handle all but the highest acuity calls; we are your first line of defense against administrative or low acuity calls, day or night.
Our organization began our partnership with IntellaTriage in early 2022. From our first interactions, the team at IntellaTriage was friendly, knowledgeable, and extremely responsive. As a large organization, we have very small agencies to very large agencies, as well as multiple business lines, and the team worked with us to ensure the after-hours support would work across all our locations, offering the support and assistance our patients need after hours.
The leaders at IntellaTriage have been readily available to us, working to resolve any issues that may arise. I have worked with many vendors over the course of my career, and IntellaTriage has truly been a partner in our success."
Jackie Dukes, VP, CommonSpirit Health at Home
How does your hospice or home health organization approach after-hours? Optimization of your after-hours strategy can result in improvements across multiple facets of your organization.
For home and community-based services, patients’ healthcare needs do not go on pause when the office doors close and the phones are “off” for the night. In fact, during those roughly 126 hours, organizations can expect call volumes as high as 65-75% of their daily census in call volume. Have you ever been put on hold or spent ages pressing buttons trying to get an actual human being on the phone? Then, you can relate to the frustration and aggravation that results from having no one to speak to.
While call centers often focus on routing patients away from speaking to a real person, the nurse-based triage model operates differently. A patient’s inability to reach a nurse can cause frustration and lead to a poor patient experience. Understanding this, nurse-first triage aims to connect the patient or caregiver with a nurse as quickly as possible.
Is nurse-first triage the right fit for your organization?