Date of Graduation

Summer 8-7-2018

Document Access

Project/Capstone - Global access

Degree Name

Master of Science in Nursing (MSN)


School of Nursing and Health Professions

First Advisor

Nancy Taquinote


Implementing a Telephone Triage System


Introducing a telephone triage system requires conscientious regard to the organizational configuration and culture, staff abilities and experience, observed need and expected outcomes, staffing issues, and the physical location in which the system will be introduced (Murdoch et al., 2015). For this microsystem A SWOT analysis and microsystem assessment were performed. This community health center’s goal was to have standardized, evidence-based triage protocols followed by the nursing staff and the contracted nursing staff. The workflow was introduced in a series of lunch and learns provided by clinical nurse managers. Once workflows were established a 10 question knowledge assessment was provided by clinical nurse managers. The microsystem measured the impact of the implementation of a telephone triage system giving standardized advice to up to 50% of its patients. Also, the patient’s understanding of the evidenced-based advice provided and appropriate level of care was assessed by the nurse and documented within the patient Electronic Medical Record (EMR). Documentation of evidence-based advice that was given to the patient was audited by the clinical nurse manager as well as the disposition of the patient. Changes to test ranged from measuring the number of patients receiving evidenced-based advice, the patient’s understanding of the advice given, as well as monitoring of hospital discharges. Results included three plan, do, study, act (PDSA) cycles that were implemented on May 8, 2018. From May 17, 2018 to June 26, 2018 there were 9486 total calls to the call center in which 6.82% or 647 calls were service calls to nurses. From June 18, 2018 to June 24, 2018 approximately 200 calls or 100% of patients who called nurses received evidence-based protocoled advice. Implementation and proper use of Triage Logic should reduce emergency room visits over time.